Khia Bostick
New Castle,Delaware
Summary
Experienced and dedicated customer service professional with a strong background in the Banking industry. A collaborative team player with a friendly and optimistic attitude, I possess proven abilities in building rapport with clients. My drive stems from ensuring customer satisfaction and driving company success. I excel in delivering high-quality service efficiently and optimizing processes. With an articulate, energetic, and results-driven approach, I am deeply passionate about fostering relationships, nurturing partnerships, and driving business growth.
Overview
9
9
years of professional experience
Work History
Fraud Analyst
PayPal
01.2022 - 01.2023
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
Forgiveness Quality Control Specialist, PPP
PayPal
01.2021 - 01.2022
- Reviewed financial documents submitted by small business owners who received Paycheck Protection Loans to determine their eligibility for loan forgiveness
- Provided accurate calculations of loan forgiveness amounts and ensured the accuracy of content in applications
- Submitted final calculations and supporting documentation to the Small Business Administration (SBA) within the required 72-hour time period.
- Collaborated with cross-functional teams to ensure consistent adherence to quality standards across all products.
- Inspected finished goods to verify conformance with customer specifications and company quality standards.
- Participated in external audits as a subject matter expert, showcasing organizational commitment to excellence in quality management systems implementation.
Education Training/Coach
PayPal
01.2020 - 01.2021
- Consulted with management and team leaders to identify and address the training needs of employees
- Clearly interpreted training materials to employees and supported team members in achieving individual and collective goals of 95% or higher.
- Facilitated knowledge sharing across departments by organizing cross-functional workshops and networking events.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Increased employee retention rates by fostering a supportive learning environment and addressing individual needs.
- Managed all aspects of the training process including scheduling, logistics coordination, content creation, delivery, evaluation and reporting.
Government Lender Paycheck Protection Program. PPP
PayPal
01.2020 - 01.2020
- Reviewed, processed, administered, and closed small business loans under the CARES Act to help businesses keep their workforce employed during the COVID-19 pandemic
- Successfully closed an average of 20 loans per day, reviewing more than 150 financial documents
- Treated all customer information with sensitivity and confidentiality, adhering to SBA regulations, security, and policy procedures.
- Supported borrowers throughout the entire lending process, ensuring clear communication and transparency.
- Managed a diverse portfolio of loans while maintaining excellent attention to detail in record keeping and client relationship management.
Customer Service/Risk Mitigation
PayPal
01.2018 - 01.2020
- Made 100-150 collection out-bound calls to customers and distributed follow-up correspondence to obtain payment commitments
- Maintained accurate, detailed records and ensured payments were properly approved and processed
- Addressed customer service inquiries in a courteous and timely manner, building rapport with customers.
- Enhanced productivity through the development of efficient work processes and motivational strategies.
- Collaborated with management to identify areas of improvement within the organization, leading to more streamlined operations.
- Facilitated open communication among team members, fostering strong working relationships and increased collaboration.
- Developed tailored mitigation plans based on individual client needs, resulting in higher customer satisfaction rates.
- Trained new staff members in company protocols and best practices, ensuring a high level of service quality.
Business Loan Funding Specialist
PayPal
01.2016 - 01.2018
- Issued funding to 50–85 qualified business owners per day, increasing revenue for the company
- Ensured all required documentation was submitted and processed; reviewed accounts for final approval
- Prepared analysis reports of processed loans and documentation of associated risks for management review.
- Conducted regular reviews on portfolio performance metrics related specifically toward measuring effectiveness regarding securing necessary financing resources required per initiative undertaken internally.
- Evaluated funding opportunities for alignment with organizational goals and priorities.
Business Lending Quality Control Associate
PayPal
01.2015 - 01.2016
- Performed internal quality control of all accounts prior to funding to ensure adherence to policies
- Detected and deterred fraudulent activity by conducting quality assurance checks of all accounts
- Kept leadership and colleagues abreast of quality control updates and potential credit risks.
- Administered 20-30 internal quality audits daily and assessed results to inform corrective action measures.
Application/Statement Processing Associate
PayPal
01.2014 - 01.2015
- Performed data entry and processing of 30–40 merchant applications per day
- Pulled merchant credit reports and bank statements for review and consideration for approval
- Determined approval of loan amount based on review of merchant revenue and financial documents.
- Identified and resolved process issues to drive optimal workflow and business growth.
Education
Diploma -
The John Dickinson High School
Wilmington, DESkills
Data Analysis
Fraud Prevention
Microsoft Office Suite
Complaint Handling
Team Collaboration
Loan structuring
Cash Flow analysis
Risk evaluation
Documentation Review
Quality Management Systems
Funding Source Research
Customer Engagement
Relationship Building
Call center experience
Group Coaching Experience
Training Program Development
Accomplishments
- Fraud Analyst, Saved the company 97K by detecting fraudulent activity in a customer’s PayPal account.
- Education Training/Coach, Increased the monthly review scores of customer service representatives by offering 1:1 coaching sessions.
- Customer Service/Risk Mitigator, Built excellent rapport with customers by effectively negotiating payment plans for delinquent balances.
Awards
- Coaching Specialist of the Month, 2020
- Top Collector of the Month, 2019
Volunteer Experience
- PayPal Gives, 01/01/16, 12/31/23
- Meals on Wheels
- Toys for Tots
- Food Banks
- Thanksgiving Food Drives
- Camp Dreamcatcher
Timeline
Fraud Analyst
PayPal
01.2022 - 01.2023
Forgiveness Quality Control Specialist, PPP
PayPal
01.2021 - 01.2022
Education Training/Coach
PayPal
01.2020 - 01.2021
Government Lender Paycheck Protection Program. PPP
PayPal
01.2020 - 01.2020
Customer Service/Risk Mitigation
PayPal
01.2018 - 01.2020
Business Loan Funding Specialist
PayPal
01.2016 - 01.2018
Business Lending Quality Control Associate
PayPal
01.2015 - 01.2016
Application/Statement Processing Associate
PayPal
01.2014 - 01.2015
Diploma -
The John Dickinson High School
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