Latoshia Doucette
Bank of America
Denton,TX
1
Language
21
years of professional experience
Analytical professional prepared for this role with extensive experience in data analysis and interpretation. Known for delivering actionable insights and driving process improvements that align with business goals. Highly collaborative team player with focus on achieving results and adapting to changing needs.
Results-oriented ,skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow, and production by uncovering trends affecting business success.
Work History
ATM/Debit/Check Fraud/Wire Detection / SAS Fraud Sr. II Analyst
7 Years 9 Months- Review complex documentation and account records while maintaining exceptional accuracy and regulatory compliance .
- Conduct in-depth research and data analysis to assess account risk levels. Document investigative findings clearly and accurately for audit and compliance purposes.
- Managed multiple applications simultaneously while consistently meeting productivity and quality goals.
- Respond to customer inquiries promptly and accurately, ensuring proper documentation via multiple channels chat email etc.
- Managed risk closure processes for account holds and blocks to ensure compliance.
- Analyzed and reviewed Digital, Zelle and Mobile wallet fraud alerts on High-Risk transactions for personal and business accounts
- Maintained and monitored a shared email inbox prioritizing and addressing inquiries from financial center partners to support operational efficiency and service level and deadlines
Customer Service Advocate II/ TEAM LEAD
4 Years 2 Months- Handled high-volume customer calls, delivering timely resolutions while upholding professionalism.
- Resolved customer inquiries for Kohl's credit card, Kohls.com, and Kohl's Rewards, ensuring optimal solutions.
- Managed billing disputes and claims accurately, demonstrating empathy and commitment to customer satisfaction.
- Documented resolutions and shared process improvements with team members.
- Manage daily investigations of fraud patterns and trends.
- Identify characteristics of fraud rings to mitigate Kohl's risk.
- Ensured compliance with company policies in handling cash accommodations.
Consultant / MI Claims
1 Year 7 Months- Compiled and verified billing documentation for foreclosure and mortgage insurance claims to ensure accurate processing.
- Identified errors or missing information and worked proactively to prevent claim curtailments
- Assisted MI Claims department in submitting and tracking claims for first and second liens.
- Ensured quality assurance for foreclosure files and managed special projects.
- Coordinated with internal departments to resolve claim discrepancies and documentation issues, facilitating timely claims resolution.
- Maintained detailed records status updates within internal systems to support efficient tracking and reporting.
Sr. Operations Specialist
1 Year- Reviewed FHA, VA, and conventional loan servicing histories, ensuring accuracy and compliance with regulatory standards.
- Investigated and resolved escalated customer and property-related issues, enhancing customer satisfaction and retention.
- Coordinated foreclosure postponements with attorneys, streamlining communication and managing updates in LPS database.
Modification Resolution Specialist / Underwriting Document Specialist
6 Months- Guided homeowners in exploring foreclosure alternatives, securing options like short sales and payment arrangements to mitigate financial distress.
- Collected and reviewed financial documents to facilitate underwriting and modification processes, ensuring compliance with regulatory standards.
- Communicated with clients to verify documentation completeness and currency.
- Provided temporary coverage for staff to maintain workflow.
Mortgage Specialist
1 Year 7 Months- Managed collections for 30/60/90-day delinquent mortgage accounts, ensuring timely resolution of outstanding balances.
- Negotiated repayment plans and processed payments via credit and ACH transactions to facilitate customer compliance.
- Provided compassionate support to customers facing potential foreclosure, guiding them through available options.
Account Resolution Specialist / Underwriter
1 Year 7 Months- Analyzed financial documents and credit reports to ensure underwriting accuracy and compliance with regulatory standards.
- Processed loans through Desktop Underwriter (DU) and Loan Prospector (LP) systems, facilitating timely loan approvals.
- Resolved escalated customer issues while preparing weekly accounting summaries to support management decision-making.
Education
Diploma - Medical Assistant
Honors Graduate
Skills
Fraud analysis
Risk Assessment
Risk mitigation
Data analysis
Data research and validation
Data Review & Quality Assurance
Account & Payment Management
Account reconciliation
Process Optimization
SQL and databases
Proficient in Flash
Interact
Synergy (CEW)
BOSS
Image View
LexisNexis
SharePoint
Navigator
BASS
Partnercare
Fiserv
GIN
IEX
Compass
Black Book
EJ Viewer
Documentation management
Microsoft Office software proficiency
Research and analysis
Transaction Monitoring
Clear Written & Verbal Communication
Additional Information
- Typing speed: 55 WPM
- Excellent attention to detail and organizational skills
- Recognized for strong analytical and problem-solving abilities
Languages
English
Full Professional
Timeline
ATM/Debit/Check Fraud/Wire Detection / SAS Fraud Sr. II Analyst
Bank of America
11.2018 - CurrentRead More
Customer Service Advocate II/ TEAM LEAD
Kohl’s Corporation
07.2014 - 09.2018Read More
Consultant / MI Claims
Retreat Capital Management
03.2012 - 10.2013Read More
Sr. Operations Specialist
Chase Home Financing
03.2011 - 03.2012Read More
Modification Resolution Specialist / Underwriting Document Specialist
Bank of America
08.2010 - 02.2011Read More
Mortgage Specialist
CitiMortgage
04.2008 - 11.2009Read More
Account Resolution Specialist / Underwriter
CitiGroup
11.2005 - 06.2007Read More
Remington College
Diploma from Medical Assistant
Read More