Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
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Shakira Carrington

Dacula,GA

Summary

Proactive professional with experience in risk management and regulatory compliance. Offering strong leadership skills coupled with excellence in decision making and analytical critical thinking.

Overview

11
11
years of professional experience

Work History

Priority Banker

Regions
01.2023 - Current
  • Identify customer needs and provide appropriate advice, guidance, and education
  • Educate and advise customers on products and services, including all loan and deposit types
  • Take ownership of customer issues and works proactively with the customer for resolution
  • Submit unresolved complaints
  • Research and analyzes potential fraudulent customers
  • Use multiple research techniques to resolve customer issues
  • Analyzes suspicious activity on customer accounts
  • Identify possible account takeovers/customer impersonator
  • Refer customers to an internal team of experts when complex financial goals and needs are recognized
  • Achieve Contact Center targets and goals by identifying customer needs
  • Open new consumer accounts, loans, line of credits and credit card accounts
  • Trouble-shoot and resolve Online Banking and Mobile Banking technical issues
  • Identify Pre-text callers and escalate any and all suspicious activity via Redflags
  • Respond to emails, phone calls
  • Submit quest tickets for additional research to the appropriate department.

Mortgage Pre-Closer

Open Mortgage
01.2021 - 01.2022
  • Create Wholesale and Retail loan packages- documents include Deed, Affidavit, POA, Trust, Lien, Appraisal, Probate court documents etc
  • Promptly request missing documentation from broker, underwriter, and loan processors
  • Schedule and assign loans to available closers (team A&B)
  • Email each broker company when a new loan is cleared to close
  • Inform broker companies of next available closing date
  • Update calendar to reflect future loan closings/fundings
  • Updated calendar to reflect rescheduled loans
  • Monitor and update tracking report for loans scheduled (date entry)
  • Respond to all emails concerning loans scheduled, rescheduled, and pending confirmation
  • Create unique email templates for holiday hours of operation and loan status updates
  • Verify and input loan information into Reverse Vision (RV) and Quantum Reverse (QR)
  • Upload revised closing package into RV and QR
  • Upload missing documents into RV and QR
  • Utilize word, PowerPoint, and Excel daily
  • Verify proper identification requirements
  • Close Wholesale and Retail mortgage loans during busy days and short-staffed workdays
  • Complete compliance training
  • Complete loss prevention training
  • Attend team meetings.

Personal Banker

Well Fargo
01.2017 - 01.2021
  • Customer service
  • Process loan applications
  • Process loan closures
  • Process credit card applications
  • Process home repair insurance claims
  • Maintain customer accounts
  • Open consumer and business accounts
  • Open Estate and Trust accounts
  • Open CD's and discuss IRA options
  • Handle and process service complaints
  • Properly escalate unresolved complaints
  • Risk management
  • Computer navigation skills
  • Investigating fraudulent claims
  • Research customer complaints
  • Escalate unresolved complaints, update customer with claim status
  • Identify possible account takeovers/customer impersonator
  • Contacting customers for follow ups
  • Recommend specific products based on customer needs
  • Update CNA/BNA compliance
  • Process leads in CRV and Follow-ups
  • BCR (policy and procedures) weekly risk review captain
  • Review policy and procedures with team members to unsure team is up to date with current and new policy changes
  • Train new and existing employees
  • Teach, train and review policy and procedures with all team members for yearly Audit
  • Process Mortgage, Merchant, WFA and IRA referrals
  • Effectively clear all CIP and TE errors in a timely manner
  • Escalate fraud referrals, send UAR and appropriate BOLO alerts
  • Fraud and investigation experience
  • Identify suspicious transaction
  • Complete compliance training
  • Preformed all control online monthly task in a timely manner.

Customer Service Sale Representative

Well Fargo
01.2016 - 01.2017
  • Open consumer and business accounts
  • Maintain customer accounts
  • Answer incoming customer calls
  • Call customer for follow-ups/ offer product recommendations
  • Update CNA/BNA
  • Effectively clear all CIP and TE errors in a timely manner
  • Open and closed Branch
  • Effectively processed cashed transactions on teller line
  • Prepare shipment incoming/outgoing
  • Process control-online task in a timely manner
  • Identify suspicious transaction
  • Escalate fraud referrals, send UAR and appropriate BOLO alerts
  • Complete compliance training.

Commercial Teller

Wells Fargo
01.2014 - 01.2016
  • Handle large amounts of cash
  • Process merchant order request
  • Preparing shipment incoming/outgoing
  • Balance vaults
  • ATM custodian
  • Process foreign currency exchange
  • Process night drop deposits
  • Record keeping document retention
  • Prepare mail bags/ receive incoming mail
  • Handle customer complaints
  • Assess customer needs
  • Order checks
  • Create and update customer profiles
  • Identify suspicious transaction
  • Escalate fraud referrals, send UAR and appropriate BOLO alerts
  • Complete compliance training.

Education

Business Analytics -

Wilmington University

Medical Assistant/ Billing and Coding -

MedTech College
01.2009

Skills

  • Ability to motivate and lead employees
  • Excellent communication skills
  • Great organization skills and ability to multitask
  • Ability to adapt to changes in work environment
  • Over achiever
  • Ability to solve problems by using tools and resources
  • Ability to manage multiple projects at once
  • Microsoft office skills

Awards

Wells Fargo Semi-annual recognition. Q1-Q2 2019

References

  • Marjorie, (404) 578-7858
  • Staci Dollison, (678) 521-2392

Timeline

Priority Banker

Regions
01.2023 - Current

Mortgage Pre-Closer

Open Mortgage
01.2021 - 01.2022

Personal Banker

Well Fargo
01.2017 - 01.2021

Customer Service Sale Representative

Well Fargo
01.2016 - 01.2017

Commercial Teller

Wells Fargo
01.2014 - 01.2016

Business Analytics -

Wilmington University

Medical Assistant/ Billing and Coding -

MedTech College

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Shakira Carrington