Summary
Overview
Work History
Education
Skills
Timeline
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LaTokia Lewis

Akron,OH

Summary

Exceptional and optimistic customer care fraud specialist with over 10 years of experience. Professional expert with assisting customers solving complex issues in different sectors. Specific experience in all aspects of Customer Service, coaching & development of employees, and achieving objectives. Known by peers & supervisors as a Helpful and a self-starter. I’m a highly detailed oriented and a team player

Overview

12
12
years of professional experience

Work History

Point of Contact

PNC
03.2021 - Current
  • Review accounts, research documents and system notes to determine the best course of action to correct account issues
  • Answer inbound calls and make outbound calls to resolve delinquencies and offer workout alternatives to foreclosure
  • Reviews and responds to emails from customers and 3rd party representatives
  • Monitoring and coordinating research requests, from stakeholders, progress reports on assigned system queues
  • Assist with settlement offers.

Lead Fraud Specialist

KeyBank
04.2020 - 03.2021
  • Documenting fraud alerts, building case files, and escalating fraud alerts for elder abuse and identity theft
  • Reviewing account activity and placing security holds on consumer and business accounts
  • Provide clients with appropriate and timely support and information related to their claim
  • Reviewing customer account trends for bank risk
  • Filed SIR & SAR reports
  • Reviewing account activity
  • Setting up passcodes on profiles for clients when needed
  • Completing Keyform's to return unauthorized item.

Customer Service specialist 1

Huntington National Bank
04.2019 - 04.2020
  • Provide outstanding service and build relationships with over 100 customers every day
  • Provide enhanced service to customers with a referral component
  • Maintain up to date knowledge on company products, services, technology, and procedures
  • Filed and investigated fraudulent charges on consumer accounts.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Responded to customer requests for products, services, and company information.

Claims Service Specialist

Allstate Insurance Company
09.2012 - 03.2019
  • Contacts or receives contact from customers or other claim related third parties to obtain and/or provide necessary file information to comply with quality and process standards
  • Generates and sends appropriate forms to insured/claimant for completion
  • Processes claims payments
  • Completes all necessary forms, logs documents into the system
  • Reading and analyzing police reports
  • Schedule methods of inspection, issued payments and established rental vehicles.
  • Checked documentation for accuracy and validity on updated systems.
  • Worked with claims adjusters and examiners to expedite processing in alignment with procedures.

Underwriter

Allstate Insurance Co
09.2012 - 03.2018
  • Providing support to deliver customer service and ensure profitability
  • Answering agent inquiries on status of policy, risk eligibility, and underwriting policies and procedures
  • Evaluating individual new business, policy changes, and renewal/late pays across all lines of insurance
  • Reviewed and analyzed police and reports.
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.

Education

Bachelor of Science (B.S) - Criminal Justice

University of Phoenix
04.2025

Associate degree - Criminal Justice

University of Phoenix
07.2019

Skills

  • Analytical thinking
  • Risk assessment
  • Detail-oriented
  • Communication skills
  • Data analysis
  • Problem-solving
  • Regulatory knowledge
  • Investigative techniques
  • Report writing
  • Time management
  • Research
  • Reporting
  • Problem Solving
  • Training Facilitation
  • Interpersonal Skills
  • Verbal & Written Communication
  • Customer support
  • Fraud detection
  • Claims resolution
  • Card Fraud prevention
  • Call center development
  • Salesforce
  • Microsoft Office Suite
  • Google Suite
  • Phone skills
  • Police reporting
  • Planning
  • Lexisnexis
  • Mainframe
  • ACH Warehouse
  • Social Media

Timeline

Point of Contact

PNC
03.2021 - Current

Lead Fraud Specialist

KeyBank
04.2020 - 03.2021

Customer Service specialist 1

Huntington National Bank
04.2019 - 04.2020

Claims Service Specialist

Allstate Insurance Company
09.2012 - 03.2019

Underwriter

Allstate Insurance Co
09.2012 - 03.2018

Associate degree - Criminal Justice

University of Phoenix

Bachelor of Science (B.S) - Criminal Justice

University of Phoenix

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LaTokia Lewis