Samantha Werner
Terrell
Summary
Dynamic and results-driven professional with extensive experience at American National Bank of Texas, specializing in fraud detection and customer service. Excelled in roles requiring thorough attention to detail and strong communication skills. Proven track record in improving customer experience and implementing effective fraud prevention strategies. Skilled in Microsoft Programs and adept at managing complex data analysis.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative Small Business
The Hartford Insurance Group
03.2025 - Current
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Processed refunds according to company policies and procedures.
- Managed inbound calls, ensuring prompt assistance and maintaining high service standards.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Financial Specialist Lead/Fraud Specialist 1
American National Bank of Texas
03.2014 - 07.2024
- Provide Payoff Quotes and Verification of Mortgage/Loan documents
- Grow customer’s relationship with the institution
- Deliver service directly to customers through digital (non-face-to-face) channels
- Identify and develop a customer’s need(s)
- Provide technical support to customers who are using digital channels
- Process transactions utilizing bank wide systems
- Perform various administrative functions for assigned accounts
- Work directly with business owners to perform specialized tasks
- Worked as a vault teller was responsible for shipping and receiving money and balancing
- Maintain office appearance by caring for plants and cleaning
- Order and maintain office supplies
- Perform general office duties such as filing, answering telephones, etc
- Delivered equipment to job sites and main office
- Maintained customer records
- Maintained bank records for audit
- Reviewed financial statements to identify and resolve discrepancies.
- Monitored compliance with corporate policies and procedures regarding financial reporting.
- Counseled clients on financial matters and provided recommendations on investment opportunities, products, and services based on client needs and asset availability.
- Investigated and analyzed complex financial transactions for evidence of fraud.
- Performed data analysis to identify patterns or trends indicative of potential fraudulent activity.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Conducted interviews with customers, employees and witnesses related to fraud cases.
- Prepared detailed reports on investigations into suspected fraudulent activities.
- Monitored suspicious transactions in order to detect any irregularities or discrepancies.
- Developed strategies and procedures to prevent, detect and investigate potential fraud incidents.
- Coordinated with law enforcement agencies regarding criminal fraud investigations.
- Collaborated with other departments such as legal, compliance and audit in order to ensure compliance with applicable laws and regulations.
- Utilized automated systems for tracking, monitoring and analyzing suspicious transactions.
Education
High School Diploma -
Terrell High School
Terrell, TX05.2006
Skills
- 89 WPM
- Thorough Attention to Detail
- Administrative strength
- Thrive in chaotic environment
- Strong communication skills
- Skilled in Microsoft Programs
- Confidentiality
- Expense Reports
- Grammar
- Independently driven
- Strong critical thinker and problem solver
- Hard worker
- Quick learner
- Lean process
- Finance
- Retail Banking
- Customer Experience
- Administrative Assistant
- Planning
- Data Entry
- Office Administration
- Scheduling
- Data entry
- Critical thinking
- Active listening
Additional Information
Provide Payoff Quotes and Verification of Mortgage/Loan documents, Grow customer’s relationship with the institution, Deliver service directly to customers through digital (non-face-to-face) channels, Identify and develop a customer’s need(s), Provide technical support to customers who are using digital channels, Process transactions utilizing bank wide systems, Perform various administrative functions for assigned accounts, Work directly with business owners to perform specialized tasks, Worked as a vault teller was responsible for shipping and receiving money and balancing, Maintain office appearance by caring for plants and cleaning, Order and maintain office supplies, Perform general office duties such as filing, answering telephones, etc., Delivered equipment to job sites and main office, Maintained customer records, Maintained bank records for audit
Timeline
Customer Service Representative Small Business
The Hartford Insurance Group
03.2025 - Current
Financial Specialist Lead/Fraud Specialist 1
American National Bank of Texas
03.2014 - 07.2024
High School Diploma -
Terrell High School
Industry Knowledge
- Finance
- Retail Banking
- Customer Experience
- Administrative Assistant
- Planning
- Data Entry
- Office Administration
- Scheduling