Shamika Franklin

• Investigate and analyze consumer loan applications, supporting documentation, and member-provided information to identify inconsistencies, potential fraud indicators, and risk exposure.

• Review and verify employment, credit, reference, collateral, and payoff information through independent research, third-party contacts, and internal systems to support lending decisions.

• Conduct detailed investigations and re-interviews with members to obtain additional information, clarify discrepancies, and ensure compliance with lending requirements.

• Identify and escalate suspicious activity, potential fraud, and high-risk transactions in accordance with company policies, regulatory requirements, and internal controls.

• Research derogatory credit information, validate applicant data, and analyze documentation to support risk assessments and lending recommendations.

• Maintain compliance with federal regulations, lending laws, and organizational policies while protecting confidential member information.

• Review, analyze, and process credit decision appeals by gathering supporting evidence, preparing case documentation, and presenting findings for committee review.

• Communicate investigation findings, account status updates, and policy requirements to members, management, and cross-functional business units.

• Monitor workflow queues, databases, and pending cases to ensure timely resolution, service level compliance, and accurate record maintenance.

• Prepare, maintain, and document investigative findings, supporting evidence, and case records within automated processing systems.

• Collaborate with internal departments to resolve account issues, research discrepancies, and mitigate operational and financial risk.

• Assist with training and mentoring team members, providing guidance on procedures, risk identification, compliance requirements, and case handling best practices.

• Support process improvement initiatives by identifying workflow inefficiencies, recommending solutions, and contributing to operational excellence.

• Assist members with general questions about products and services.
• Execute first call resolution that may require research, follow-up and return calls.
• Protect and verify identity of caller; review account information for alerts and account irregularities.
• Take action and respond to situations/patterns of activity indicating potential fraud or abuse. Identify/investigates if fraudulent activity and improper use of debit/credit cards occurs.
• Understand and comply with federal and other regulations relating to financial products and services.
• Analyze, research, resolve problems and discrepancies related to member’s account.
• Certificates- Member Service Representative I
• Ensures certificates accounts are processed and opened/closed properly and advise members of NCUA regulations as well as Navy Federal policies and procedures.
• Act as point of contact for members, external financial institutions and respond to member inquires and complaints.
• Research incorrect information regarding member’s certificate accounts and contact them to gather necessary information.
• Maintain the knowledge of policies, procedures and laws of the Internal Revenue Service to always ensure member’s important information for tax purposes.
• Counsels members on dividend rates, penalties, new products and process maturity instructions per member’s request.

• Operate an Electronic Point of Sale (EPOS) cash register coupled to a scanning system and scale and/or a standalone register system to record unit prices, proper accounts, purchase totals, surcharge and change.
• Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
• Greet and aid customers to resolve customer complaints and questions throughout day.

• Performed and executed control measures to confirm the inventory was ordered and stocked appropriately on a weekly basis.
• Supervised, trained, scheduling and direction of daily work planning assuring effective operation and financial growth of the Exchange.
• Assessed and anticipated customer needs and provided quality products and service that met customer requirements.
• Assisting the management team with daily operations.
• Applied analytical and facilitation skills to discover the full scope of customer needs and expectations to determine required actions for solution.
• Resolved issues revolving around store discrepancies, invalid data, or incorrect adjustments.
• Maintained inventory in store to ensure documentation aligns with physical inventory.
• Ensured store and management team was knowledgeable of current polices and regulations.