Nicole Harris
Valrico,FL
Summary
Results-driven and highly experienced banking professional with over 10 years of expertise in the financial industry with a demonstrated track record of improving operational efficiencies, risk management, compliance, and developing strategic business plans, seeking to leverage my skills and experience to contribute to a dynamic banking team and drive continued success while mitigating risk.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Home Service Specialist III
Bank of America
11.2019 - Current
- Verify conditions of approval including income and assets.
- Resolve title issues to include but not limited to vesting, judgment liens, child support liens, and mechanic liens.
- Order appraisals and resolve appraisal disputes.
- Evaluated approvals against established bank and government lending standards.
- Reviewed financial statements and contacted institutions and clients to clarify details.
- Communicated with originator and Private Client Manager concerning progress of loan file.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Reviewed and validated details of loan applications and closing documentation.
- Filed completed loan applications with underwriting and made approval or denial recommendations.
- Developed strong relationships with clients, leading to repeat business and referrals.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Promoted a positive work environment through effective communication skills and teamwork initiatives.
- Managed multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
- Collaborated with other departments including sales, underwriting, legal teams for seamless coordination during the entire loan cycle process.
- Improved loan processing efficiency by streamlining documentation and communication procedures.
Appeals Analyst
Blue Cross Blue Shield of SC
09.2016 - 10.2019
- Process incoming pre-service and post-service appeals or inquiries from providers, members, DOI, and PEBA to include medical, pharmacy and behavioral health appeals.
- Generates written correspondence to members, providers and regulatory agencies.
- Process and submit External Review requests.
- Monitor and review casework to ensure determinations are made within specified timeframe provided by regulatory agencies and plan benefits.
- Review casework and determine if actions and decisions are in accordance with regulatory X requirements.
- Process administrative records request.
- Analyzed and rendered determinations on assigned non-complex grievance and appeal issues
Quality Analyst
Bank of America, Operations Policy
03.2013 - 07.2016
- Monitor and score calls to ensure Electronic Claims Service complies with bank and regulatory policies and procedures.
- Documents quality issues and performance measures for management review.
- Monitors and evaluates the quality of incoming and/or outbound telephone calls and/or case reviews.
- Review casework and determine if actions and decisions are in accordance with regulatory requirements.
- Facilitate meetings for procedure/process updates.
- Provides information to assist in feedback and formal education process of employee service calls.
- Procedure Champion – works closely with LOB to ensure procedure accuracy and compliance.
- Monitored inbound and outbound calls made by 30+ employees to provide constructive feedback.
Senior Claims Analyst
Bank of America, Electronic Claims Services
02.2012 - 03.2013
- Specialized Gate Effectively use different strategies to provide formal and informal coaching to peers.
- Assist customers with non-fraud claims for Online Banking transactions.
- Provide assistance to financial advisors to initiate and resolve claims for ML Wealth US Trust and Commercial Clients.
- Initiate HELOC claims.
- Subject Matter Expert for Mobile/Email transfer.
- Initiate Bank Fund Transfer recall, trace, and amendment requests.
- Assist with contacting customers/clients with wire holds due to OFAC regulations.
- Partner with senior leadership to deliver personalized solution while fostering relationships.
- Maintained strict confidentiality with all personal data as per company guidelines
- Interacted with clients and employees, which helped cultivate positive working relationships
- Viewed reports regularly to make sure processing was conducted efficiently
- Identified key areas not performing well and implemented effective, new processes
Senior Claims Analyst
Bank of America, Electronic Claims
01.2010 - 02.2012
- Services – Escalations Gate Received and resolved complex situations for customers and associates on escalated calls.
- Perform funds transfer requests on compromised accounts.
- Placed holds on accounts with Automated Clearing House fraud and set clear expectations to customers and associates.
- Initiate service requests for account closures.
- Provide coaching to electronic claims associates to enhance performance.
- Assisted peers with system issues and knowledge-based questions.
- Escalated and resolved claims by adhering to procedures and engaging back-office personnel.
- Consistently received exceeds ratings on quality call monitors.
- Identified suspicious losses and contacted fraud investigations.
- Established productive working relationships with consumers and claims investigators
Education
Bachelors - Accounting
Saint Leo University
Skills
- Testing and evaluation
- Strategic issue analysis
- Proficient in risk mitigation
- Performance coaching
- Risk assessment expertise
- Quality improvement strategies
- Process improvement recommendations
- Requirements Analysis
- User Acceptance Testing
- Solution Center
- Interact
- Lean
- iFulfill
- ACAPS
Certification
National Notary Association
NMLS ID 1923043
Education
true
Timeline
Home Service Specialist III
Bank of America
11.2019 - Current
Appeals Analyst
Blue Cross Blue Shield of SC
09.2016 - 10.2019
Quality Analyst
Bank of America, Operations Policy
03.2013 - 07.2016
Senior Claims Analyst
Bank of America, Electronic Claims Services
02.2012 - 03.2013
Senior Claims Analyst
Bank of America, Electronic Claims
01.2010 - 02.2012
Bachelors - Accounting
Saint Leo University
Similar Profiles
Nicholas ShakanNicholas Shakan
Vice President, Portfolio Manager at Bank of America Private BankVice President, Portfolio Manager at Bank of America Private Bank
AUSTIN MONREALAUSTIN MONREAL
Relationship Banker at Bank of AmericaRelationship Banker at Bank of America
Scott PetersenScott Petersen
Mortgage Loan Originator/Loan Structure Specialist at Bank of AmericaMortgage Loan Originator/Loan Structure Specialist at Bank of America
Andre S. ElphicAndre S. Elphic
Financial Center Assistant Manager at Bank of AmericaFinancial Center Assistant Manager at Bank of America
Fednold ThelisdortFednold Thelisdort
Online Adjunct Instructor at SNHUOnline Adjunct Instructor at SNHU