Shaneika Waddell
Chesnee,SC
Summary
Detail-oriented collections and loss mitigation professional who combines strong account research, customer communication, and back-office support. Brings experience with bankruptcy, foreclosure, delinquency, charged-off accounts, and cross-department coordination to support accurate reporting, effective case handling, and positive customer outcomes.
Overview
8
8
years of professional experience
Work History
Customer Service Professional
TD Bank US
08.2018 - 06.2026
- - Handled inbound and outbound calls, resolving account questions and service needs efficiently.
- - Assisted customers with complex accounts, including bankruptcy, foreclosure, and mortgage default, to navigate challenging situations.
- - Researched customer records and delivered accurate account information and support.
- - Communicated clearly and professionally with customers, outside contacts, and internal teams.
- - Collaborated with cross-functional departments to resolve customer concerns and achieve satisfactory outcomes.
- - Assisted customers with account tasks and information while maintaining professionalism and attention to detail.
- - Built strong working relationships with customers and team members while using communication, problem-solving, research, and organization skills.
- - Applied problem-solving and research skills to address customer inquiries effectively.
- - Provided back-office support for charged-off accounts assigned to outside collection agency.
Loss Mitigation Specialist II, Recovery
TD Bank US
11.2023 - 06.2026
- Supported Retail Card Services, TD US Bank Card, and TD Nordstrom charged-off accounts handled by Outside Collection Agencies.
- Reviewed and approved settlement agreements to resolve outstanding accounts.
- Processing Paid-in-Full and Settled-in-Full closures.
- Led end-of-month PIF/SIF reporting to ensure timely account closure and compliance.
- Managed email responses, document filing, and fraud/bankruptcy reviews to support account resolution.
- Executed administrative tasks to streamline team operations.
- Highlights: high-volume workload management, strong attention to detail, leadership, accountability, and problem-solving.
Loss Mitigation Specialist III — Mortgage Default Management
TD BANK US
10.2021 - 11.2023
- Managed calls regarding bankruptcy, foreclosure, and loan modification processes.
- Resolved past-due mortgage accounts with customers, preventing foreclosure.
- Demonstrated in-depth mortgage knowledge in customer interactions.
- Assisted management with complex cases and trained new colleagues on best practices.
Debit Specialist IV — Recovery
TD BANK US
06.2020 - 10.2021
- Conducted collections on active accounts with past-due balances, ensuring timely recovery.
- Processed payments and documented accounts while clarifying delinquency consequences to clients.
- Reviewed banking documentation for accuracy, completeness, and compliance standards.
- Processed account updates, adjustments, and service inquiries using bank systems.
- Supported TD Bank US customer account servicing and daily operational requests.
Debit Specialist I — Collections
TD BANK US
12.2019 - 06.2020
- Executed collection efforts on active accounts with past-due balances to recover outstanding debts.
- Processed payments and documented account statuses while clarifying delinquency consequences to ensure customer understanding.
- Reviewed transactions for TD Bank US policy compliance and risk concerns.
- Processed account documentation in TD Bank US systems with accuracy.
- Supported TD Bank US clients with account questions and service requests.
Banking Specialist I — Customer Service
TD BANK US
08.2018 - 12.2019
- Guided customers through checking/savings accounts, claims, online banking, and account openings/closures, facilitating a seamless banking experience.
- Advised TD Bank customers on deposit, checking, and savings account options.
- Resolved customer inquiries about online banking, mobile banking, and account access.
Education
Some College (No Degree) - Computer Science
Greenville Technology College
Greenville, SCSome College (No Degree) - Pre-Med
University of South Carolina
Spartanburg, SCHigh School Diploma -
James F. Byrnes High School
Duncan, SCSkills
- Complex Account Support
- Customer Communication
- Issue & Concern Resolution
- Inbound and Outbound Calls
- Account Research
- Back-Office Support
- Regulatory Compliance
- Efficient Workflow Management
- Cross-Department Collaboration
- Problem Solving
- Teamwork and Relationship Building
- Attention to detail
- Customer Service & Customer Support
- Stakeholder Engagement
- Team-oriented adaptability
- Customer Relationship Management
Personal Information
CUSTOMER SERVICE PROFESSIONAL | CUSTOMER SUPPORT | ACCOUNT RESOLUTION
Accomplishments
- Demonstrated leadership through ownership, accountability, and effective high-volume work.
- Contributed to major projects including TD 1099C correction project, Loan Modification Trail Payment Plan weekly campaign, and TD Wealth weekly call campaign.
Timeline
Loss Mitigation Specialist II, Recovery
TD Bank US
11.2023 - 06.2026
Loss Mitigation Specialist III — Mortgage Default Management
TD BANK US
10.2021 - 11.2023
Debit Specialist IV — Recovery
TD BANK US
06.2020 - 10.2021
Debit Specialist I — Collections
TD BANK US
12.2019 - 06.2020
Customer Service Professional
TD Bank US
08.2018 - 06.2026
Banking Specialist I — Customer Service
TD BANK US
08.2018 - 12.2019
Some College (No Degree) - Computer Science
Greenville Technology College
Some College (No Degree) - Pre-Med
University of South Carolina
High School Diploma -
James F. Byrnes High School