Lawanda Hicks
Charlotte,NC
Summary
A dedicated and detail-oriented Financial Services professional with experience in accounts receivable, loan servicing, Quality Assurance, Conduct Management and Research Remediation. I am a diligent problem solver who uses exceptional communication and analytical skills to identify and resolve issues in a fast-paced environment while maintaining a positive relationship with both internal and external customers.
Overview
12
12
years of professional experience
Work History
Associate Investigator
Wells Fargo Bank (Conduct Management Team)
06.2022 - 05.2024
- Make risk-based decisions in compliance with company based on legal and regulatory requirements and recommends actions in response to investigations
- Provide analysis of complex allegations and diverse individual relations problems using independent judgment and based on in-depth review of company policy and procedures and employment law legislation
- Reviewed internal controls and policies, recommending enhancements that led to improved compliance standards within the organization.
- Conducted thorough research and analysis, resulting in accurate identification of potential fraud risks.
- Collaborated with external partners such as forensic accountants or cybersecurity experts when required for specialized insights into ongoing cases.
- Presented investigation findings to senior leadership, influencing changes in organizational policies and procedures as needed.
- Maintained professional integrity through adherence to company policies and ethical guidelines during all investigations.
Billing Analyst 1/ Operations Change Management
Charter Communications (Contractor)
10.2021 - 06.2022
- Working with change request for various billing systems at Charter
- Maintained strict confidentiality with all personal data as per company guidelines.
- Assisted in the implementation of new billing software platforms, contributing to seamless transitions while minimizing downtime or user errors during adoption periods.
- Collaborated with internal customers to resolve disputes.
Quality Assurance Analyst 2/ Business Banking Compliance Validation
Wells Fargo Bank (Contractor)
12.2020 - 10.2021
- Perform Quality Control Reviews in support of back-office operations
- Responsible for evaluating, monitoring accessing and reviewing CRA Small Loans to Businesses and Farms/Community Development data
- Ability to exercise independent judgment and creative problem-solving techniques
- Ability to take initiative and work independently with minimal supervision in a structured environment
- Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
- Ability to interact with integrity and a high level of professionalism with all levels of team members and management.
Research Remediation Analyst/ Dealer Services
Wells Fargo Bank (Contractor)
10.2019 - 04.2020
- Researches and resolves escalated inquiries and complaints requiring special handling and that may have been forwarded by mgmt
- Committee members, agencies, and/or senior business leaders
- Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions
- Conducting intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, processing and resolving complex problems and inquiries
- Research systems of record and documentation for remediation eligibility
- Second level Reviews from audit findings.
Client Service Representative/Enterprise Dept.
Spectrum Enterprise
09.2018 - 08.2019
- Delivered exceptional customer Service through fast and accurate processing of new orders for service
- Troubleshoot unforeseen and varying situations to determine and engage appropriate resources to meet clients’ commitments
- Verify discrepancies by and resolve clients’ billing issues! Resolved major contract and billing system inconsistencies by identifying discrepancies and requesting corrections from the appropriate business unit
- Mitigated risk by complying with all department standard level agreements, company and call center policies.
Quality Assurance Analyst
Wells Fargo Bank
12.2017 - 08.2018
- Maintain records management systems in accordance with QAA Policy guidelines
- Test all applications/documents before implementation
- Establish, develop and, maintain productive working relationships
- With coworkers, across various departments including senior
- Management.
Loan Servicing Specialist/ Reverse Mortgage
Wells Fargo Bank
03.2012 - 12.2017
- Resolution of escalated and or complex inquiries or issues, including Communication to internal or external customers
- Report and analyze data in the validation process before Implementation
- Strong analytical skills with high attention to detail and accuracy
- Strong ability to deal effectively with quickly changing priorities
- Create and maintain procedures for quality reviews in a timely manner
- (Training/certification)
- Distribute and process incoming repayments; return checks, payoff
- And vendor checks
- Create processes for information storage to data warehouse.
Education
Paralegal Certification -
Kaplan University
Skills
- Detailed report writing
- Ethical and honest
- Research abilities
- Credit card fraud
- Records Research
- Fraud investigations
Timeline
Associate Investigator
Wells Fargo Bank (Conduct Management Team)
06.2022 - 05.2024
Billing Analyst 1/ Operations Change Management
Charter Communications (Contractor)
10.2021 - 06.2022
Quality Assurance Analyst 2/ Business Banking Compliance Validation
Wells Fargo Bank (Contractor)
12.2020 - 10.2021
Research Remediation Analyst/ Dealer Services
Wells Fargo Bank (Contractor)
10.2019 - 04.2020
Client Service Representative/Enterprise Dept.
Spectrum Enterprise
09.2018 - 08.2019
Quality Assurance Analyst
Wells Fargo Bank
12.2017 - 08.2018
Loan Servicing Specialist/ Reverse Mortgage
Wells Fargo Bank
03.2012 - 12.2017
Paralegal Certification -
Kaplan University