Summary
Overview
Work History
Education
Skills
Websites
Hobbies and Interests
Affiliations
Timeline
Barista
Saundra Finley-Tavis

Saundra Finley-Tavis

Estate Operations Case Management
Goodyear,AZ

Summary

With an 18 year tenure of experience with Bank of America, I am equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. I'm always ready to contribute to team success and achieve positive results. Prepared to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Extensive experience includes identifying and mitigating potential financial crime risks, ensuring strict adherence to both Know Your Customer (KYC) and Anti Money Laundering (AML) protocols. Proven track record of conducting thorough case reviews, escalating high-risk matters, and collaborating with cross-functional teams to enhance operational efficiency. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

18
18
years of professional experience

Work History

Senior Estate Specialist Operations

Bank of America
09.2016 - Current
  • Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra compassion, patience, kindness and sensitivity needed during this difficult life event
  • Gains a full understanding of the client's perspective and needs with inquisitive conversation while simultaneously showing empathy, compassion and demonstrates ownership of the client's servicing request(s)
  • Gains a full understanding of the Bank's options for meeting the client's needs by researching the client's full bank relationship and product/procedure reference material using multiple systems
  • Provides a recommended course of action that is compliant with all guidelines and in the client's best interest
  • Maintains adherence to service level agreements and all laws, rules and regulations
  • A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
  • Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy & Compassion)
  • Interpersonal verbal communication skills that build rapport and trust demonstrate confidence and ownership, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
  • Interpersonal written communication skills to accurately document activity in proper business writing
  • Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
  • Seeks opportunities to improve depth/breadth of knowledge and personal performance
  • Ability to leverage multiple software applications to execute an intricate process
  • Ability to remain current with iterative software and process updates
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Collected, arranged, and input information into database system.
  • Followed all company policies and procedures to deliver quality work.

Sr. Senior Customer Service Specialist NS&S

Bank of America
01.2015 - 08.2016
  • Documented and detailed calls and complaints using call center's CRM database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Addressed customer account discrepancies and concerns.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Cross-trained and provided backup support for organizational leadership.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed timely and effective replacement of damaged or missing products.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Entered customer data into system and communicated service concerns with the Estate department.

Small Business Specialist

Bank of America
03.2010 - 12.2014
    • Provides Small Business products, services, and strategies to clients through telephone channel.
    • Analyzed data to identify root causes of problems and recommend corrective actions.
    • Provided technical support for troubleshooting analytics and reporting issues.
    • Listens and understands client needs to acquire and deliver financial solutions.
    • Focuses on client delight and relationship retention.
    • Delivers sales and support and partners across the enterprise.
    • Delivers meaningful relationships and partnership.
    • Manages through change.
    • Implemented customized solutions of deposit, lending, and other products for small business customers.
    • Implemented KYC and AML business intelligence solutions to increase operational efficiency.
    • Implemented data governance policies and procedures.
    • Deliver Thorough case review, escalations of high - risk matters, and collaboration with cross - functional teams to enhance operational efficiency.

Fraud Analyst

Bank of America
12.2006 - 03.2009
  • Responsible for reviewing complex products for the prevention and detection of possible fraud
  • Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud
  • Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Organized and detail-oriented with a strong work ethic.
  • Learned and adapted quickly to new technology and software applications.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.

Education

Some College (No Degree) - H R Development / Social Behavioral Science

Continued Education
Phoenix, AZ

No Degree - Behavioral Sciences

Fullerton College
Fullerton, CA
05.2028

Some College (No Degree) -

Long Beach City College
Long Beach, CA

Skills

  • Active Listening
  • Attention to Detail
  • Critical Thinking
  • Decision Making
  • Problem Solving
  • Research
  • Customer Service Management
  • Customer and Client Focus
  • Negotiation
  • Resource Allocation
  • Documentation Management
  • Management collaboration
  • Continuous Improvement
  • Teamwork and Collaboration
  • Excellent Communication
  • Relationship Building
  • Multitasking Abilities
  • Organizational Skills
  • Written Communication
  • Problem-solving aptitude
  • Professionalism
  • Goal Setting
  • Task Prioritization
  • Reliability
  • Self Motivation
  • Risk Management
  • Adaptability and Flexibility
  • Team Leadership
  • Business Analysis
  • Decision-Making
  • Regulatory Compliance
  • Customer Relations

Websites

Hobbies and Interests

  • Travel
  • Meditation
  • Family Time
  • Workout / Yoga
  • Fashion
  • Home Décor
  • Reading

Affiliations

  • Asian Leadership Network
  • Leadership, Education, Advocacy and Development for Women
  • Inter-Generational Employee Network
  • Black Professional Group
  • Disability Action Network
  • Culture and Heritage Network
  • Hispanic/Latino Organization for Leadership and

Timeline

Senior Estate Specialist Operations

Bank of America
09.2016 - Current

Sr. Senior Customer Service Specialist NS&S

Bank of America
01.2015 - 08.2016

Small Business Specialist

Bank of America
03.2010 - 12.2014

Fraud Analyst

Bank of America
12.2006 - 03.2009

Some College (No Degree) - H R Development / Social Behavioral Science

Continued Education

No Degree - Behavioral Sciences

Fullerton College

Some College (No Degree) -

Long Beach City College

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Saundra Finley-TavisEstate Operations Case Management