Scarlett Chance
Surprise
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Fosters collaborative team environment to drive positive customer experiences.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Senior Client Care Specialist
Western Alliance Bank
07.2023 - Current
- Increases customer retention through attentive service and personalized solutions.
- Builds strong relationships with clients, consistently exceeding their expectations with quality service.
- Assists internal and external clients with a full array of support from general navigation to in-depth technical interfaces.
- Researches and resolves a wide variety of complex incoming inquiries including: Lockbox, Direct Connect, Remote Deposit Capture, ACH, Positive Pay, Reverse Positive Pay, Commercial Credit Cards, Wires, etc., while serving clients with professionalism, precision and care
- Accepts ownership of issues through resolution of all client inquiries by using telephone, email, and written correspondence including any additional follow-up.
- Understands and responds to client based on the urgency around time-critical situations and escalates issues to engage the appropriate internal resources in a timely manner when necessary.
- Meets and exceeds service level standards including customer service, turn-around time, cross selling goals, risk management and regulatory compliance, audit soundness, and productivity and efficiency.
- Adheres to client verification procedures to validate/verify the identity of clients prior to releasing information and/or assisting with transactions.
- Provides support from general navigation to in-depth technical interfaces.
- Displays a high level of client service, and provides a professional, prompt, and accurate banking experience and exemplify the department’s “sales, service, and operations” philosophy.
- Performs transactions and service requests in accordance with established policies and procedures, assess and responds to inquiries from both clients and internal and external business partners.
- Works on a team in a fast-paced environment that requires multitasking with accuracy, toggling between multiple systems and engaging clients, while responding to questions and/or communicating resolutions in an efficient and effective manner.
- Sets client expectations, recommends appropriate products and services, and mitigate risk by thoroughly researching and documenting client requests and escalating issues when appropriate.
Special Operations Support Analyst
MUFG Union Bank
05.2020 - 07.2023
- Answered branch operational and new account documentation related questions or inquiries, providing problem resolution to branch officers/management
- Managed over 80 calls per day
- Assisted branch with trouble shooting error messages and system issues on different platforms
- Educated branch of current account promotions
- Provided guidelines to open and maintain Estate, Trust and variety of court blocked accounts
- Supported Bank's policies, procedures and regulatory requirements as it relates to new account, operational processes, and Customer Identification Program (CIP) requirements
- Assisted with Business and Consumer credit cards and processes payments
- Guided branch through different platforms when making loan payments
- Provided procedures when opening ,closing ,performing maintenance on Retirement accounts
- Responsible for workflow, staff support, and service level standards
- Monitored and works departmental e-mails
- Provided current Bank policy, procedures and regulatory requirement information/guidance as it relates to new/ supersede accounts and RCIF maintenance
- Assisted in development of desktop procedures and job aids
- Assisted in preparing/conducting monthly staff meetings
- Documented Service Quality as reported, escalates awareness and resolution as described by policy
- Skilled at working independently and collaboratively in team environment
- Resolvesd problems, improves operations and provides exceptional service
- Self-motivated, with strong sense of personal responsibility
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Evaluated staff performance and provided coaching to address inefficiencies.
Compliance Analyst
Wurk
11.2019 - 04.2020
- Research regulations by reviewing regulatory bulletins and other sources of information
- Reviewed Business Licenses based on each state’s guidelines
- Kept other departments abreast of requirements by researching regulatory and filing information, writing and communicating guidelines
- Obtained approvals by revising forms
- Prepared reports by collecting, analyzing, and summarizing information
- Maintained rapport with regulatory personnel by arranging continuing contacts, resolving concerns
- Maintained quality service by establishing and enforcing organization standards
- Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Developed effective improvement plans in alignment with goals and specifications.
- Stayed current with latest changes to applicable regulatory standards and company procedures
- Prepared documentation and records for upcoming audits and inspections
- Supported and trained customers on compliance-related issues
- Reviewed Business Documents
Special Operations Support Analyst
MUFG Union Bank
03.2018 - 11.2019
- Answered branch operational and new account documentation related questions or inquiries, providing problem resolution to branch officers/management
- Managed over 80 calls per day
- Assisted branch with trouble shooting error messages and system issues on different platforms
- Educated branch of current account promotions
- Provided guidelines to open and maintain Estate, Trust and variety of court blocked accounts
- Supported Bank's policies, procedures and regulatory requirements as it relates to new account, operational processes, and Customer Identification Program (CIP) requirements
- Assisted with Business and Consumer credit cards and processed payments
- Guided branch through different systems when making loan payments
- Provided procedures when opening ,closing, performing maintenance on retirement accounts
- Responsible for workflow, staff support, and service level standards
Monitored and worked departmental e-mails - Provided current Bank policy, procedures and regulatory requirement information/guidance as it relates to new/ supersede accounts and RCIF maintenance
- Assisted in development of desktop procedures and job aids
- Assisted in preparing/conducting monthly staff meetings
- Documented Service Quality as reported, escalates awareness and resolution as described by policy
- Skilled at working independently and collaboratively in team environment
- Self-motivated, with strong sense of personal responsibility
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Reviewed new account Business documents
Senior Fraud Analyst
Early Warning Services Zelle
11.2016 - 02.2018
- Established Fraud Department for Zelle
- Wrote policies and procedures with technical writers
- Tested and approved systems for department
- Developed all training material
- Trained all new hires
- Provided coaching to team members
- Reviewed consumer profiles for possible fraud
- Restricted access to consumers when confirmed fraud was Identified
- Identified fraud rings
- KYC,BSA,OFAC Reviews
- Reviewed and Identified technical issues within risk engine
- Worked closely with risk team to provide feedback on functionality of software
- Handled escalated calls from consumers
- Evaluated success of fraud detection systems to identify areas for improvement
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk
- Evaluated customer data to identify and prevent fraudulent activities
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Client Care Analyst Team Lead
BBVA Compass Bank
01.2013 - 11.2016
- Responded and resolved Banking Center, Call Center, and other department’s customer service issues
- Responded in writing to Customer’s correspondence
- Answered CEO Line calls
- Answered CCS Direct calls
- Responses to Passion for Customer action alerts
- Responses to BSA closure calls
- Resolved Cash Management complex issues
- Skilled in dealing with complex and difficult customer situations, always ensuring that their problem is resolved in timely manner
- Handled all escalated issues that are referred from corporate office, banking centers, or call centers
- Worked with Treasury management resolving client concerns
- Coach and educates employees on following correct bank policies and procedures when learning opportunities arose
- Serve as expert point of contact for issues that are unable to be resolved at first point of contact
- Personable and articulate; exceptional communication skills in dealing with co-workers and all levels of upper management
- Completes detailed notes stating facts and steps that were taken to resolve issues using flow system
- Contact customers regarding Social media escalations
- Supported team manager
- Trained new hires
- Worked with team to identify areas of improvement and devised solutions based on findings
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
Client Care Fraud Analyst Team Lead
BBVA Compass Bank
02.2010 - 01.2013
- Established Fraud Department for BBVA
- Handles complex inbound and outbound calls from customers who are victims of fraud
- Completed fraud affidavits in timely manner and referred them to corporate investigations.
- Responsible for paying returning items on restricted accounts utilizing VECTOR system
- Identified different types of fraud. Ach, check, debit card, credit card fraud account take over, family fraud, elder abuse
- Completed fraud case evaluation forms and updated them daily utilizing Remedy System.
- Reviewed and approved or denied customers applications for access to mobile deposit feature
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- · Restricted compromised accounts and opened new accounts for customers
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Opened new accounts
Senior Customer Service and Sales Specialist
Bank Of America Wealth Management
05.2009 - 02.2010
- Assisted clients with information on new existing personal and business
- Checking, saving, mortgage, home equity lines of credit, certificates of deposits ,commercial loan and credit cards
- Assisted in problem resolution
- Fully trained to handle any products and/or services institution may have to offer clients
- Reviewed account relationship to make sure customer was in best product to fit their financial needs
- Processed payments to mortgages, credit cards, lines of credit and other loans
- Processed funds transfers from one account to another
- Assisted clients when placing stop payments on checks and automatic clearing house items
- Handled multiple phone lines and computer systems during same phone call
- Handled research requests which involved detailed follow-up with clients for several days
- Helped On job Training team constantly after 6 months of being on job
- Helped Financial Advisor Support Team answer phone calls from partners within bank
- Handled email requests from other areas of bank
- Assisted clients with CD account inquires, closure and research
- Handled faxes, emails and phone calls simultaneously and efficiently
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs
Education
High School Diploma -
Brunswick High School
Brunswick, ME06.1992
Skills
- Proficient decision maker and excellent in engaging in optimum efficiency and problem-solving skills from conception to completion
- Performance-driven professional, with skillful talent when dealing with difficult situations and people from different backgrounds including executive leadership
- Ability to be proactive and assist team members with tasks and caseloads
- Strong organizational skills with attention to detail
- Demonstrates work experience and skills in successfully dealing with ambiguity to solve complex customer issues
- Ability to think and act independently, identify problems, find resolutions, manage time to handle multiple issues simultaneously, use good judgment and manage problems through to resolution
- Unwavering commitment to customer service, with ability to build productive relationships, resolve complex issues and win customer loyalty
Timeline
Senior Client Care Specialist
Western Alliance Bank
07.2023 - Current
Special Operations Support Analyst
MUFG Union Bank
05.2020 - 07.2023
Compliance Analyst
Wurk
11.2019 - 04.2020
Special Operations Support Analyst
MUFG Union Bank
03.2018 - 11.2019
Senior Fraud Analyst
Early Warning Services Zelle
11.2016 - 02.2018
Client Care Analyst Team Lead
BBVA Compass Bank
01.2013 - 11.2016
Client Care Fraud Analyst Team Lead
BBVA Compass Bank
02.2010 - 01.2013
Senior Customer Service and Sales Specialist
Bank Of America Wealth Management
05.2009 - 02.2010
High School Diploma -
Brunswick High School
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