Nashanna Gilbert
Wesley Chapel,FL
Summary
Hardworking candidate with over 20+ years of Customer Service Experience and 6+ years of Credit Analyst Experience .Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Owner Advocate II
San Antonio Citizens Federal Credit Union
10.2023 - Current
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Educated customers on features and benefits of banking products and services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Opened, closed, and updated accounts for customers.
- Provided advice on different bank products and financial options.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Evaluated client financial positions and identified most appropriate banking products.
- Balanced teller drawers and ATM cash.
- Maintained friendly and professional customer interactions.
- Educated customers on online banking and mobile banking applications.
- Established rapport with new clients to increase satisfaction and loyalty.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Cross-sold credit cards, loans and other bank products.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
Senior Lender Analyst 3
JP Morgan Chase
11.2016 - 06.2023
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Made decisions and recommendations about extending lines of credit.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
- Assessed credit risk and analyzed financial statements.
Insurance Customer Service Representative
Progressive
10.2014 - 10.2016
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Advised customers on required information for claim submissions to progress applications.
- Provided primary customer support to internal and external customers.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
Fraud Supervisor
Advent Financial Services
02.2011 - 06.2014
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Collected, arranged, and input information into database system.
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Education
None - Psychology
Bethune Cookman Unoversity
Daytona Beach Skills
- Cultural Awareness
- MS Office
- Dependable and Responsible
- Multitasking Abilities
- Flexible and Adaptable
- Excellent Communication
- Self-Motivated
- Written Communication
Timeline
Owner Advocate II
San Antonio Citizens Federal Credit Union
10.2023 - Current
Senior Lender Analyst 3
JP Morgan Chase
11.2016 - 06.2023
Insurance Customer Service Representative
Progressive
10.2014 - 10.2016
Fraud Supervisor
Advent Financial Services
02.2011 - 06.2014
None - Psychology
Bethune Cookman Unoversity
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