SaJadé Floyd
Fort Worth
Summary
Dynamic Fraud Specialist with expertise in fraud prevention and investigation techniques at Bank of America. Proven track record in enhancing customer satisfaction through effective communication and dispute resolution. Skilled in transaction monitoring and AML compliance, consistently exceeding performance metrics while maintaining high ethical standards in all interactions.
Overview
2027
2027
years of professional experience
Work History
Fraud Specialist
Bank of America
Fort Worth, TX
2024 - Current
- Identifies client needs and recommends solutions when fraud has been identified
- Records data captured during client interactions accurately
- Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
- Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
- Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls
Customer Service Representative
Mr Cooper
Lewisville, TX
09.2024 - 09.2024
- Resolved customer inquiries and complaints efficiently through various communication channels.
- Assisted in processing transactions and managing customer accounts with accuracy.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Provided support for product-related questions, ensuring customers received comprehensive information.
- Maintained up-to-date knowledge of company policies to deliver consistent information to customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Processor
Convenient
Arlington, TX
2024 - 2024
- Processed customer orders efficiently to ensure timely delivery and satisfaction.
- Maintained accurate inventory records, reducing discrepancies and improving stock management.
- Assisted in training new team members on processing workflows and best practices.
Customer Service Representative
Iqor
Plano, TX
2020 - 2022
- Utilized CRM software to track customer interactions and maintain accurate records.
- Advised customers on service options and account management strategies effectively.
- Participated in training sessions to refine knowledge of products and services offered.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Business Administration
Colorado Technical University
Colorado Springs, COHigh School Diploma -
Juan Seguin High School
Arlington , Tx06.2010
Skills
- Fraud prevention
- Anti-fraud systems
- Transaction monitoring
- Cybersecurity awareness
- AML compliance
- Investigation techniques
- Internal controls
- Evidence collection
- Banking operations
- Verbal and written communication
- Telephone and email etiquette
- Fraud detection
- Transaction review
- Effective communication
- Dispute resolution
- Call management
- Proficient in software
- Activity monitoring
- Fraud patterns
- Ethical standards
- Account information review
- Pattern detection
- Investigation documentation
Timeline
Customer Service Representative
Mr Cooper
09.2024 - 09.2024
Fraud Specialist
Bank of America
2024 - Current
Processor
Convenient
2024 - 2024
Customer Service Representative
Iqor
2020 - 2022
Business Administration
Colorado Technical University
High School Diploma -
Juan Seguin High School