Shadrika Miller-Jenkins

• Addressed and resolved customer concerns regarding debit card fraud and non-fraud disputes through direct and effective communication, improving customer satisfaction.
• Identified, researched, and analyzed complex fraud and claims trends related to transactions, referrals, and regulatory compliance, mitigating potential financial risk.
• Executed account closures and holds with precision, documenting detailed investigation notes to support audit trails, and validate outcomes.
• Analyzed dispute findings to make informed decisions on approving or denying claims, enhancing accuracy and consistency in claims resolutions.
• Ensured full compliance with BSA and Reg E regulations, reducing exposure to financial loss, and maintaining adherence to industry standards.

• Streamlined client billing resolutions with direct payment collections and payment plan setups.
• Efficiently managed customer inquiries and complaints, enhancing satisfaction and loyalty through inbound and outbound contact.
• Developed and maintained strong client relationships, providing exceptional support and follow-up that led to a 20% increase in client retention.
• Ensured compliance with company policies and industry regulations during all interactions, maintaining a 100% compliance record.
• Trained and mentored junior team members on best practices for account resolution, contributing to a more knowledgeable and effective team.

Developed and executed strategies to prevent home foreclosures, resulting in the successful retention of properties for numerous homeowners.

• Analyzed homeowners' financial documents to assess eligibility for loan modification, improving accuracy in determining modification options.
• Collaborated with lenders to ensure timely and accurate submission of required documentation, accelerating loan modification processes.
• Ensured full compliance with laws, regulations, and company policies related to home preservation, reducing the risk of legal or regulatory violations.
• Recommended new services and products to improve the effectiveness of home preservation programs, contributing to process enhancements and customer success.

• Analyzed clients' financial documents to assess fiscal health, and provided strategic recommendations on bankruptcy filings, improving decision-making for clients.
• Negotiated with creditors to establish feasible payment plans or debt settlements, aligning with legal standards, and maximizing favorable outcomes.
• Prepared and submitted accurate bankruptcy petitions and schedules to the court, ensuring compliance with legal requirements.
• Streamlined bankruptcy processes, reducing case resolution times, and boosting client satisfaction.
• Monitored case progress to ensure timely completion, consistently meeting court deadlines, and improving case management efficiency.

• Managed volumes of inbound and outbound calls, promptly addressing customer concerns, and improving service response times.
• Negotiated payment arrangements and educated customers on loan agreements to resolve account delinquencies, ensuring strict adherence to FDCPA regulations.
• Processed multiple payment forms, including debit cards and ACH transactions, ensuring accuracy and timely resolution of accounts.
• Utilized web-based investigative tools and skip tracing methods to locate debtors, successfully facilitating collection, and increasing recovery rates.