La'Keisha Henry

Provide high quality support to debit card holders through inbound calls. Improved customer trust by promptly addressing and resolving reported instances of fraud. Perform a variety of tasks to prevent monetary loss by placing blocks or security holds on accounts, placing lost or stolen statues on debit cards. Documenting fraud alerts, building case files, and escalating to appropriate groups. Review government identification and live selfie photo submission to determine release of BSA/AML fraud restriction. Monitoring account activity to identify fraudulent financial transactions and violations. Initiating fraud claims and providing information on existing fraud and dispute claims. Collaborate with internal departments to validate authorized or unauthorized charges. Provided guidance and support to colleagues in achieving their goals through peer-to-peer coaching and feedback sessions. Improved efficiency by automating routine tasks related to fraud detection and prevention efforts.

Managed a team of 10-15 cares property tax agents. Maximized performance by monitoring daily activities and mentoring team members. Achieved departmental goals by developing and executing strategic plans and performance metrics, achieving agent performance from 85% beyond goal of 92%. Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities. Built high-performing teams through effective recruitment, onboarding, and talent development initiatives. Proficient with reports, audits, and quality assurance call monitoring. Utilized performance metrics and KPIs to analyze and evaluate individual and tea, performance, identifying corrective actions. Collaborated with cross-functional teams to establish and monitor KPIs, fostering a results-driven culture and ensuring alignment with organizational goals. Monitored and reviewed tax escalations, including renditions, valuations, and tax bills via phone, chat, and email. Assisted with tax procedure update and quality assurance. Established team priorities, maintained schedules and monitored performance. Evaluated employee performance and conveyed constructive feedback to improve skills.

Thorough knowledge of legal documents used to support loan application and processing. Ability to identify and resolve/escalate complex problems with minimal guidance. Took escalated incoming calls to assist customers with their mortgage accounts and applications. Supported applicants throughout the process, including obtaining information for applications and assisting with forms. Assisted new hire and team members through side-by-side call monitoring. Built rapport with other departments through transfer calls. Experienced in back-office work, i.e., right fax, payment processing-zero coupon. Met with applicants to obtain information for loan applications and answer questions about processes. Experience with reversing, posting, crediting funds back to customer's checking accounts, researching, and locating missing payments. Expert with multi-tasking, time management, and organization to complete assigned tasks. Proficient in BOSS, AS400, ACH, Wire transfers, Image View, Wolf, Interact, Mainframe, EPS Reversals, and MRC. Researched and resolved customer complaints, posted payments, and set up automatic payments. Proficient with reports, audits, and quality assurance call monitoring. SME for escalations and task resolution. Experience with bankruptcy file handling, collateral management, and escrow management.