Shakia Willis
Douglasville,GA
Summary
Results-driven financial services professional with 15+ years of customer service experience and a strong background in banking operations and risk partnership. Proven ability to support compliance initiatives, ensure regulatory adherence, and mitigate risk while delivering exceptional client service. Skilled in problem resolution, relationship management, and maintaining accuracy in high-volume environments.
Overview
10
10
years of professional experience
Work History
Member Service Representative IV- Business Risk
Navy Federal Credit Union
Vienna, VA
09.2019 - Current
- Managed high call volume (50-100+ daily) while maintaining quality service standards.
- Collaborated with risk and compliance to review high-risk business applications and ensure adherence to membership, regulatory, and AML requirements.
- Research business documentation, licensing, ownership structures and online presence to assess risk levels.
- Supporting new hires with side-by-side mentoring during their on-the-job training phase.
Senior Service Associate
M&T Bank
Waldorf, MD
11.2018 - 09.2019
- Adhere to applicable compliance/operational risk controls in accordance with company regulatory standards and policies.
- Opened and managed consumer and business accounts while ensuring accuracy and compliance with banking regulations.
- Resolved escalated complex account issues with efficiently, improving customer satisfaction and retention.
- Processed transactions, handled cash ans balance daily drawers with a high level of accuracy.
Relationship Banker
Wells Fargo
Atlanta, GA
01.2018 - 11.2018
- Processed high-volume cash and check transactions, including deposits withdrawals, transfers, and loan payments.
- Conducted in-depth financial conversations to establish consumer accounts including checking, savings, lending, and investment products.
- Maintained compliance with banking regulations, including KYC (Know Your Customer), BSA/AML, and internal policies.
Pharmacy Technician Billing Specialist
AlixaRx
Tucker, GA
11.2015 - 05.2017
- Entered and maintained accurate patient, prescription, and billing data in pharmacy management systems.
- Processed and billed prescription claims to insurance providers, including commercial plans, Medicare, and Medicaid.
- Assisted pharmacist in preparing and dispensing medications while adhering to safety and quality standards.
- Maintained compliance with HIPAA regulations to protect patient confidentiality and sensitive health information.
Education
High School Diploma -
Stone Mountain High School
Stone Mountain, GA05.2007
Skills
- New Hire Mentoring & On‑the‑Job Training
- Regulatory Compliance (eg, BSA/AML, KYC, OFAC)
- Risk Assessment and Fraud Detection
- Strong analytical and Problem‑solving ability
- Customer service and relationship building
- Communication (verbal & written)
- Thrives in fast‑paced, service‑driven environments
- Highly dependable, adaptable, and team‑focused
- Branch Operations
Timeline
Member Service Representative IV- Business Risk
Navy Federal Credit Union
09.2019 - Current
Senior Service Associate
M&T Bank
11.2018 - 09.2019
Relationship Banker
Wells Fargo
01.2018 - 11.2018
Pharmacy Technician Billing Specialist
AlixaRx
11.2015 - 05.2017
High School Diploma -
Stone Mountain High School