Reyaunna Engram
Phoenix,AZ
Summary
Detail-oriented financial services professional with 5+ years’ experience in fraud investigations, dispute resolution, collections, and high-volume customer escalations. Proven ability to reduce loss and resolve complex account issues while maintaining Regulation E and compliance standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Debt Collection Specialist
TD Bank
09.2024 - Current
- Managed a portfolio of 80–120 delinquent auto loan accounts weekly and achieved consistent monthly recovery goals by negotiating payment arrangements and settlements while ensuring compliance with banking regulations.
- Reduced time-to-resolution by prioritizing accounts using risk indicators and automated task queues, improving productivity metrics month-over-month.
- Maintained accurate account documentation and delivered high-quality customer support during sensitive financial situations, ensuring regulatory and audit readiness.
- Remote
Fraud Claims Adjuster
Wells Fargo
Chandler, AZ
05.2022 - 07.2024
- Processed 60–100 fraud claims daily and reduced unresolved case backlog by applying standardized investigation workflows and improved documentation practices.
- Investigated customer claims, reviewed supporting documentation, and determined appropriate claim resolutions, escalating high-risk discrepancies to compliance.
- Analyzed account activity to identify discrepancies and potential fraud, contributing to improved fraud detection and timely escalations while maintaining strict adherence to internal policies and regulatory guidelines.
Financial Processor
Vanguard
08.2021 - 04.2022
- Processed 80–100 high-volume financial transactions daily with strong attention to detail and minimal error rates by implementing checklist-based quality controls.
- Verified customer documentation and resolved discrepancies to prevent account processing delays, supporting operational efficiency through accurate data entry and reporting.
- Maintained compliance with financial regulations, audit requirements, and internal procedures to ensure consistent processing quality.
- Remote
Escalation Specialist
DoorDash
05.2019 - 07.2021
- Managed over 100 high-priority customer cases and achieved a 90% close rate by investigating disputes and coordinating cross-functional resolutions.
- Resolved complex account-related escalations by collaborating with internal departments and documenting interactions thoroughly to ensure policy compliance and improved customer satisfaction.
- Maintained performance standards in a high-volume environment while improving case turnaround times through process improvements.
- Remote
Education
High School Diploma -
Maya High School
Glendale, AZ05-2018
Skills
- Fraud Investigations
- Card Disputes
- Chargebacks
- Regulation E Compliance
- Claims Processing
- Collections
- Loss Mitigation
- Risk Assessment
- Transaction Monitoring
- Escalation Management
- Account Research
- CRM Systems
- Microsoft Excel
- Documentation & Reporting
- High-Volume Call Handling
Certification
Certified Tax Preparer
Timeline
Debt Collection Specialist
TD Bank
09.2024 - Current
Fraud Claims Adjuster
Wells Fargo
05.2022 - 07.2024
Financial Processor
Vanguard
08.2021 - 04.2022
Escalation Specialist
DoorDash
05.2019 - 07.2021
High School Diploma -
Maya High School