Melissia Allen

• Experience taking and distributing detailed meeting minutes for in person and digital team meetings.
• Checked records for accuracy of information and for conformity with established policy and procedures; perform daily data entry.
• Supporting less experienced Customer Resolution team in interpreting and understanding complex policies as well as managing cross group projects.
• Created and managed spreadsheets via advanced Excel functions to generate reports and lists.
• Utilizing data analysis tools with internal audits for regulatory reporting
• Perform or guide others on complex client inquiries and complaints that require planning, evaluation, and interpretation, as well as an understanding of financial services and customer support.
• Maintained records and ensured compliance through internal audits.
• Lead or contribute to client issue resolutions that require coordination amongst various teams.
• Provide guidance and subject matter expertise to immediate Customer Resolution team on performing comprehensive review of customer complaints.
• Using clerical skills along with business processes to keep clear record of customer mediation scheduling and following up with third party mediator to ensure no scheduling conflicts.
• Consult with project owners in case of high profile escalated case.
• Aligned with business process and was able to maintain an average Quality Assurance score of 98% annually.

• Worked with customers, agencies, regulatory/ governmental agencies, and all levels of business lines to research and determine appropriate steps to resolve customers' complaint aligning with the business strategy
• Conducted investigations to identify issues and ensure regulatory compliance and reporting with UDAAP, FDCPA, FCRA, Regulations CC, DD, E, etc.
• Using on a daily basic Microsoft Word to respond to high level customer complaints for effective communicating (verbal and written).
• Developed high ethical standards, strong critical thinking, detective, analytical, and problem-solving skills
• Researched product info, terms/conditions, control testing, testing results contracts, etc., using multiple systems/ databases, to resolve an average of 32 cases monthly.
• Collaborated with leadership, business partners, and peers to ensure consistent work and open to changes.
• Provided constructive feedback for process improvements to streamline the complaints process to enhance efficiency Investigated, analyzed, determined customer liability for unauthorized, suspicious activity and/or fraudulent accounts; followed instructions to resolve accordingly.
• Transcribed call recordings to support resolution.
• Analyzed transaction history for unnecessary fees; processed refunds researched customers accounts, educated customer on remediation events.
• Experience and knowledge in managing Enterprise Risk Management.
• Participated in other special projects as a Subject Matter Expert (SME).
• Maintained a Quality Assurance average score of 98.2% annually.

Implemented processes for various transactions with accuracy according to bank standards and requirements.

• Used strong communication and active listening skills to address the customer needs. Developed strong skills in

typing from keeping records of customer interactions and services during incoming calls.

• Answered incoming bank phone lines and directed customer to appropriate departments to address concerns.

• Stayed current on banking products, services and regulations to deliver top notch customer service.

• Trained and mentored new banking personnel on customer service strategies supporting group performance

goals.

• Complied with regulatory requirements including Bank Secrecy Act Anti Money Laundering OFAC USA Patriot Act

Privacy Act and Community Reinvestment Act..

• Solved complex problems with multiple software programs simultaneously in a timely manner.

• Awarded STAR team member through management nominations, recognized in Oregon/Washington district.

EDUC