MAUREEN DATTILIO
Thomaston,Ct.
Summary
Retired professional with excellent customer service skills looking to go back to work. Exemplary customer service skills with extensive knowledge of Home Equity Lines of Credit. A team player who is also able to work indepently. Have been in the banking industry for over 20 years.
Overview
13
13
years of professional experience
Work History
Fraud Analyst
Bank of America
Farmington, CT
03.2023 - 08.2025
- Conducted thorough investigations of suspicious transactions to mitigate fraud risk.
- Evaluated customer data to identify and prevent fraudulent activities.
- Conducted thorough investigations into suspicious account activity, leading to identification and mitigation of potential fraud.
Supervisor
Bank of America
Farmington, CT
03.2016 - 03.2023
- Senior III Inbound Specialist
- Handle escalated calls from clients
- Assisted associates with questions regarding accounts, documents, and client questions
- Respond to email inquiries from clients
- Follow up on status of client accounts that require supervisor review and call backs to clients
- Managed escalated customer issues, delivering effective resolutions while maintaining client satisfaction.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Inbound Specialist II
Bank of America
03.2015 - 03.2016
- Inbound Specialist II
- Receive calls from customers
- Continually exceed monthly goals
- Assist customers regarding questions for Home Equity Line and Loan applications
- Resolve customer complaints on applications
- Average monthly calls – 450 or more
- Assist new call center associates with systems questions and application questions
- Presently in training to become SME (to answer calls from associates and be on the floor to assist associates with questions regarding applications and specifics of documentation for income, appraisal, LTV, and other documents required to process applications
Mortgage Processor
Bank of America
02.2013 - 03.2015
- Review and process Home Equity Line applications in the pipeline
- Review documentation for validity and legibility
- Underwrite income and update file with information
- Update file with real estate tax, insurance, and homeowner association figures
- Review appraisals, titles, trust agreements, credit reports, and income documentation
- Contact customers for counter offers if loan to value or debt to income ratios do not meet bank guidelines
- Perform verification of employment and income if required
- Document file with all conversations with customers and all changes made to file
- Work with underwriters when required
Education
GED -
Yonkers High School
Yonkers, NYundefined
American Institute of Banking
White Plains, NYNo Degree -
University of Phoniex
NorwalkSkills
- Experienced with Excel and Word
- Strong customer service skills
- Proficient in resolving complex issues
- General ledger account reconciliation
Accomplishments
- Supervised call center team along with eight of supervisors team of 50 staff members in a call center.
- Achieved completing client concerns through effectively listening to the client and finding a resolution.
- Work with clients to assist in uploading various documents to aid in processing their Home Equity application.
Timeline
Fraud Analyst
Bank of America
03.2023 - 08.2025
Supervisor
Bank of America
03.2016 - 03.2023
Inbound Specialist II
Bank of America
03.2015 - 03.2016
Mortgage Processor
Bank of America
02.2013 - 03.2015
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American Institute of Banking
GED -
Yonkers High School
No Degree -
University of Phoniex
Activities
I enjoying reading, puzzles, and being with my dog. I am presently the Treasurer of a Condominium Association where I reside. Enjoy kayaking, karaoke and walking.