Shanice Smith
Huntersville,NC
Summary
Hardworking Senior Fraud Specialist experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations. Hardworking Senior Fraud Specialist experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations. Highly trained individual boasting a career involved in reviewing accounts and uncovering issues. A gifted Fraud Analyst determining risk levels and communicating effectively with clients and internal personnel.
Overview
9
9
years of professional experience
Work History
Senior Fraud Specialist
Wells Fargo
Charlotte
04.2022 - Current
- Research and analyzes complex activity using multiple systems and research techniques and detect potentially fraudulent activity and take appropriate action
- Self-motivated and can make decisions on ambiguous information and decide on the proper action(s) to be taken
- Reviews more complex/unique situations with senior department staff
- Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
- Multi-task via various banking systems: OIB, SVP, CIV, CACS, CLAIMS, COLUMBIA, COMPLAINTS, HOGAN
- Respond and resolve customer inquiries about fraudulent activity on personal and business accounts
- Draft written and verbal communications for customers, leadership, and agents
- Check deposit verification.
Sales & Service Representative
First Citizens Bank
08.2021 - 04.2022
- Vault holder- The highest cash volume branch at first citizens bank
- Balance till and vault daily successfully
- Recognize teller and branch risk exposures
- Maintain internal controls
- Maintain cash drawer limits
- Maintain optimal branch vault cash levels
- Properly secure Bank assets
- Performed cash verifications as required
- Teller Operations: Maintain overall knowledge and mastery of teller operations, complete paying & receiving transactions, such as cashing checks, accepting deposits and payments, selling negotiable instruments, & foreign exchange
- Banking Operations: Research and reconcile outages and operational errors for self and others; secure necessary approvals; supervise teller, vault, branch capture (where utilized) and ATM operations to ensure all team members follow operational policies and procedures
Customer Success Specialist
Wells Fargo
Charlotte
09.2020 - 07.2021
- Quickly answering customer inquiries via phone, perform research to resolve moderately complex customer problems including communicating with other departments to resolve customers issues
- Assess customer needs and offer products and services as appropriate
- Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
Branch Sales & Service Representative
PNC Bank
Charlotte
10.2018 - 11.2019
- Skilled at receiving and processing banking transactions
- Knowledge of financial principles and practices
- Performing wire transfers
- Opening financial accounts
Assistant Customer Service Manager
Harris Teeter
Charlotte
12.2014 - 01.2018
- Responded to customer requests with friendly, knowledgeable service and support
- Coordinated with coworkers and managers to resolve difficult and high-level customer issues
- Answered and managed incoming and outgoing calls while recording accurate messages.
Education
Bachelor’s - Business
Gardner-Webb University
Boiling Springs, NC08.2023
Associate’s - Applied Science, Business Administration
Central Piedmont Community College
Chalotte, NC06.2015
Workplace Business Skills -
05.2015
Small Business Operations
Central Piedmont Community College
Charlotte, NC12.2014
Entrepreneurship -
05.2014
Skills
- Tech Savvy
- Understanding customers’ needs
- Managing multiple priorities
- Retail lending
- Prospecting
- Problem solving
- Matrix management
- Strong oral and written communication skills
- Cash handling skills
- Attention to detail
- Risk management
- Management
- Great customer service
- Loss Prevention
- Case Management
- Call Management
- Proficient in CIV, Hogan, OIB, Universal workstation, Columbia , Lexis Nexis, and SVP
Timeline
Senior Fraud Specialist
Wells Fargo
04.2022 - Current
Sales & Service Representative
First Citizens Bank
08.2021 - 04.2022
Customer Success Specialist
Wells Fargo
09.2020 - 07.2021
Branch Sales & Service Representative
PNC Bank
10.2018 - 11.2019
Assistant Customer Service Manager
Harris Teeter
12.2014 - 01.2018
Bachelor’s - Business
Gardner-Webb University
Associate’s - Applied Science, Business Administration
Central Piedmont Community College
Workplace Business Skills -
Small Business Operations
Central Piedmont Community College
Entrepreneurship -
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