Marshay Gaines
Cincinnati,OH
Summary
Detail-oriented Credit Protection Analyst with a strong focus on compliance and risk analysis. Proven ability to analyze financial data and enhance service delivery, ensuring accurate credit decisions aligned with established policies.
Overview
14
14
years of professional experience
Work History
Credit Protection Analyst
GreenSky Credit
Atlanta, GA
08.2016 - Current
- Analyzed financial data to identify trends and support strategic decision-making.
- Collaborated with cross-functional teams to enhance process efficiencies and improve service delivery.
- Determine the correct credit decision with minimal errors as it relates to the established credit policy for pending loan request
- Work within established lending guidelines and bank regulations while remaining compliant
- Search, obtain, verify, process and interpret info/data to include-calculation of debt-to-income (DTI) ration, income verification, address and SSN remediation of pending applications using third party search engines
- Monitored real time queues to help identify high risk transactions and/or merchant abuse
- Escalated fraud claims and/or concerns to the appropriate team
Security Officer
Securitas/Ineos
Cincinnati, OH
03.2023 - 07.2023
- Monitored premises to ensure safety and security of all personnel and property.
- Conducted regular patrols to identify potential hazards and enforce safety protocols.
- Responded effectively to incidents, coordinating communication with local law enforcement.
- Implemented access control measures, ensuring authorized entry across facilities.
Customer Service Frontline Manager
GreenSky Credit
Atlanta, GA
04.2014 - 08.2016
- Managed daily customer interactions, ensuring prompt and effective resolution of inquiries.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Trained new staff on operational procedures and customer service best practices.
- Implemented feedback mechanisms to improve customer satisfaction levels consistently.
- Provided leadership, support and guidance to all front line customer service agents
- Provided focused feedback to direct reports based on crisp performance and quality data
- Developed employees and their skill sets to expand the team capabilities and fueled their personal development towards growth potential
Inbound Customer Service Representative
GreenSky Credit
Atlanta, GA
03.2013 - 04.2014
- Managed high volume inbound customer inquiries, providing timely and accurate information on financial products.
- Resolved customer issues through effective communication, enhancing overall service satisfaction ratings.
- Collaborated with cross-functional teams to streamline processes, improving response times for customer requests.
- Trained and mentored new representatives on company policies and best practices for customer engagement.
- Managed account transactions and general inquiries i.e: credit limit increases and decreases, current and available balances, disputes, complaints, account closure request and other escalated issues
Home Health Aide
Superior Home Health
Cincinnati, OH
02.2012 - 03.2013
- Assisted clients with daily living activities, ensuring comfort and safety.
- Monitored vital signs, reporting changes to healthcare professionals promptly.
- Developed and maintained positive relationships with clients and families through effective communication.
- Administered medications and provided basic wound care as directed by healthcare plans.
- Maintained accurate documentation of patient care
Education
High School Diploma -
Cincinnati State Technical And Community College
Cincinnati, OHSkills
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Attention to detail
- Critical thinking
- Decision-making
- Risk analysis
- Compliance analysis
- Deadline adherence
- Verbal and written communication
Timeline
Security Officer
Securitas/Ineos
03.2023 - 07.2023
Credit Protection Analyst
GreenSky Credit
08.2016 - Current
Customer Service Frontline Manager
GreenSky Credit
04.2014 - 08.2016
Inbound Customer Service Representative
GreenSky Credit
03.2013 - 04.2014
Home Health Aide
Superior Home Health
02.2012 - 03.2013
High School Diploma -
Cincinnati State Technical And Community College