Lawanna Johnson
Summary
Results-oriented Account Resolution Specialist with a proven track record of efficiently and courteously handling a wide range of products and transactions. Committed to delivering exceptional customer service, I strive to exceed expectations and contribute to the growth of the organization. Eager to explore new job and career opportunities, motivated by challenges that allow continuous development and skill expansion.
Overview
17
17
years of professional experience
Work History
Senior Fraud & Claims Specialist
Wells Fargo
01.2023 - 01.2024
- Review, analyze, and decide high-risk new account transactions, potentially fraudulent activity, and referrals related to suspicious activity
- Perform fraud review and additional due diligence on new personal loan referrals and deposit accounts identified as high risk
- Effectively collaborate with colleagues within the fraud team, Operations leadership team, and other teammates
- Leverage various fraud detection tools, models, and third-party communications to investigate and review potentially fraudulent activity
- Resolve transactions within the service level agreements to reduce potential losses
- Assist customers who have been identified as victims of fraud in a knowledgeable, empathetic manner, with an eye towards expedited resolution of their fraud claim
- Assist in the analysis of fraud trends and make suggestions on strategy improvement
Account Resolution Specialist
Wells Fargo
01.2010 - 01.2023
- Partner with the customer to help determine the reason for their account delinquency and evaluate the customer's financial situation
- Negotiate for full payment or create terms for repayment
- Consistently learn and apply operational policies and State & Federal regulations governing collection practices
- Have structured workdays with all your calls monitored for quality and accuracy
- Demonstrate strong organizational and time management skills to achieve department productivity metrics
- Complete other duties as assigned by leadership
Assistant Center Manager
Advance America
01.2007 - 01.2010
- Review operating results of the center to identify areas for increased profits and decreased expenses
- Plan & complete marketing activities
- Ensure compliance with Federal, State & local laws
- Control cash flow
- Collections (Past Due, Non-Sufficient Funds, Write-Off)
Education
Bachelor of Organizational Management -
Warner Southern University
Lake Whales, FL06.2004
Associate Science of Criminal Justice - undefined
Indian River State College
Fort Pierce, FL06.2002
Skills
- Collection management
- Cashflow planning and management
- Problem Solving
- Negotiating skills
- Exceptional communication
- Multi-tasking
- Verbal communication
- Microsoft office
- Claims investigation
- Claims processing
- Settlement determinations
- Coverage assessments
- Claims analysis
- Documentation review
Timeline
Senior Fraud & Claims Specialist
Wells Fargo
01.2023 - 01.2024
Account Resolution Specialist
Wells Fargo
01.2010 - 01.2023
Assistant Center Manager
Advance America
01.2007 - 01.2010
Associate Science of Criminal Justice - undefined
Indian River State College
Bachelor of Organizational Management -
Warner Southern University
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