Navan Smith
Snellville,GA
Summary
A team player who excels in aiding in risk management and investigation skills to keep companies’ accounts, consumer accounts protected from fraud . Strong penchant for data analytics. Looking to make an impact and be an asset to a company. Leveraging my skill sets and constantly learning new ones along the way, to help further my career.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Check Fraud Claims Analyst
Bank Of America
Kennesaw, GA
05.2023 - Current
- Subject matter expert in fraud claim investigation and risk mitigation.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
- Participated in ongoing training programs to stay current on industry developments and maintain a strong understanding of relevant laws and regulations affecting the claims process.
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
Advanced Client Solutions Specialist
Bank Of America
Kennesaw, GA
07.2021 - 05.2023
- Identified areas of improvement within the company''s product offerings, leading to strategic changes that boosted sales performance.
- Managed multiple projects simultaneously while adhering to strict deadlines, showcasing exceptional organizational skills.
- Contributed valuable insights during brainstorming sessions that led to creative problem-solving approaches for complex client issues.
- Demonstrated adaptability by quickly learning new software tools and technologies, enhancing efficiency and effectiveness in delivering client solutions.
- Collaborated with cross-functional teams to design comprehensive solutions for clients'' unique challenges.
- Provided suggestions for process, application or documentation improvement.
- Kept detailed records of daily activities through online customer database.
- Recorded accurate and efficient records in customer database.
Advanced Client Solutions Coach
Bank Of America
Kennesaw, GA
10.2020 - 05.2023
- Contributed in project management, and guidance for Paycheck Protection Program (PPP Loan Program) to 300+ peer members in a virtual environment region wide
- Championed to orchestrate an accountability synopsis to 50+ leaders in senior management region wide, through weekly organized reports
- Assisted 150+ employees via chat support, and provided resources to help them mitigate risk
- Analyzed how employees’ behaviors and communication tactics impacted job performance.
- Evaluated calls and orchestrated implementation of coach guidance forms to ensure associates demonstrated quality and adhered to risk management directives.
- Developed self-use evaluation forms for associates to aid them in improving call performance.
Advanced Client Solutions Associate
Bank Of America
Kennesaw, GA
05.2019 - 10.2020
- Incorporated regulatory globalization practices to assist clients in selection of optimal products and services.
- Provided actionable insights for client protection concerning fraud
- Maintained a 100% average score for QA Reviews on calls
- Achieved a 90% score for Customer Satisfaction Surveys
Education
Master Of Business Administration - Business Administration And Management
Georgia Southern University
Statesboro, GA05.2022
Bachelor Of Interdisciplinary Studies - Interdisciplinary Studies
Georgia Southern University
Statesboro, GA12.2017
Skills
- Claims
- Claims analysis
- Interpersonal and written communication
- Policy Interpretation
- Data Interpretation
- Coaching and Mentoring
- Critical Thinking
- MS Office
- Computer Skills
- Decision-Making
- Team Leadership
- Team Training
- Claim Form Analysis
- Benefits review
- Fraudulent Claims Investigation
- Policy analysis
- Regulatory Compliance
- Risk Management
Accomplishments
Officer Designation
Top 5 in Claim Completion Amongst other Senior Analyst
Certification
- Google Data Analytics Certificate-Issued Sep 2023
- Google Cybersecurity Professional Certificate- Issued Dec 2023
Timeline
Senior Check Fraud Claims Analyst
Bank Of America
05.2023 - Current
Advanced Client Solutions Specialist
Bank Of America
07.2021 - 05.2023
Advanced Client Solutions Coach
Bank Of America
10.2020 - 05.2023
Advanced Client Solutions Associate
Bank Of America
05.2019 - 10.2020
Master Of Business Administration - Business Administration And Management
Georgia Southern University
Bachelor Of Interdisciplinary Studies - Interdisciplinary Studies
Georgia Southern University