Serress Wiggins
Charlotte,NC
Summary
Dynamic Retirement Services Specialist with Vanguard, skilled in client education and regulatory compliance. Proven ability to analyze data and resolve conflicts, enhancing customer satisfaction. Expertise in fraud detection and risk assessment, ensuring secure financial solutions. Recognized for effective communication and leadership in high-pressure environments.
Overview
14
14
years of professional experience
Work History
Retirement Services Specialist
Vanguard
Charlotte, North Carolina
08.2024 - Current
- Assisted clients in understanding retirement plan options and benefits.
- Educated participants on investment strategies and withdrawal processes.
- Responded to client inquiries regarding account management and plan details.
- Reviewed retirement accounts for compliance with regulatory standards.
- Managed documentation for retirement plans and participant communications.
- Reconciled discrepancies between internal systems and external record-keeping services.
- Ensured compliance with federal regulations including ERISA requirements.
- Educated potential clients about products through seminars and other special events.
- Researched and resolved client inquiries regarding their retirement accounts.
- Maintained confidential records and files related to customer accounts.
- Informed clients about tax benefits, government rebates or other financial benefits to save clients money.
Fraud Analyst
Wells Fargo
Charlotte, USA
12.2018 - 12.2023
- Handled 50+ Inbound/Outbound Customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction.
- Processed Fraud Claims
- Trained new employees on "call-flow", "script" recitation, conflict resolution & data entry.
- Used Video Conferencing platforms such as Skype, Zoom & Google Meet
- Analyzed transaction data to identify fraudulent activities and trends.
- Collaborated with cross-functional teams to improve fraud detection processes.
- Reviewed customer accounts for suspicious behavior and potential risks.
- Documented findings and recommendations in detailed reports for management review.
- Investigated alerts generated by fraud detection systems and tools.
- Monitored industry trends to stay informed about emerging fraud tactics and schemes.
- Assessed customer and client data to detect potential fraud risks.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
Leasing Specialist
Main Street Renewal
Charlotte, USA
03.2017 - 12.2018
- Certified & inspected new rental properties before new tenant move-ins
- Facilitated lease agreements and ensured compliance with company policies.
- Coordinated property tours for prospective tenants and addressed their questions.
- Conducted property inspections and maintained accurate records of conditions.
- Conducted tests to ensure outlets, refrigerators, washers, dryers & microwaves were installed properly and highly functioning for residents.
- Processed applications for approval
- Conducted Full Credit & Background checks
- Used systems like Yardi & Google Sheets to control tenant ledgers & bookkeeping for the property
- Processed rental applications and verified tenant backgrounds efficiently.
- Advertised vacant units through multiple marketing channels, including print media, online listings, and social media posts.
- Conducted background checks on applicants.
- Kept records of correspondence with residents and tenants.
- Explained policies and procedures to tenants and enforced rules.
- Escalated critical issues to property manager to promote immediate resolution.
- Trained staff on compliance, policies and procedures to maximize success.
- Monitored status of all active leases to prepare for renewals or vacancies, enforced occupancy terms and document updates, payments and property maintenance services.
- Updated website content regularly regarding availability of units and pricing information.
- Prepared lease paperwork and obtained signatures and first payments from new residents.
- Tracked leads using CRM software and followed up with interested parties.
UScan Operator
Harris Teeter
Charlotte, USA
06.2012 - 08.2016
- Restock Front End Displays
- Monitor Customer Transactions to ensure Loss Prevention safety measures are in progress.
Education
Cosmetology License -
Empire Beauty School
Matthews, NC10.2017
BBA - Business Admin.
Livingstone College
Salisbury, NC05.2017
High School Diploma -
Anson High School
Wadesboro, NC06.2012
Skills
- Critical thinking
- Problem solving
- oral and written communication
- Leadership
- Time management
- Computer literacy
- Research expertise
- Conflict resolution
- De-escalation
- Call flow
- Inbound customer service call experience
- Outbound customer service call experience
- Retirement planning
- Regulatory compliance
- Client education
- Risk assessment
- Fraud detection
- Data analysis
- Conflict resolution
- Time management
- Attention to detail
- Sales experience
- Microsoft Excel
- Multitasking Abilities
Awards
- Student Of The Month, Empire Beauty School, 03/01/13
- 5 Year Appreciation of Employment, Wells Fargo, 12/01/23
- Most Likely to Excel, Wells Fargo, 08/01/23
Timeline
Retirement Services Specialist
Vanguard
08.2024 - Current
Fraud Analyst
Wells Fargo
12.2018 - 12.2023
Leasing Specialist
Main Street Renewal
03.2017 - 12.2018
UScan Operator
Harris Teeter
06.2012 - 08.2016
Cosmetology License -
Empire Beauty School
BBA - Business Admin.
Livingstone College
High School Diploma -
Anson High School