Shannon E. Walker
Jacksonville
Summary
Personable and results-oriented professional with over 7 years of experience in client relations, operations management, and process optimization. Proven ability to build strong relationships, collaborate across teams, and resolve complex challenges while exceeding performance goals. Skilled in employee engagement, training, and driving operational improvements that enhance organizational efficiency. Adept at fostering a positive work environment and supporting initiatives that contribute to workforce development and business success.
Overview
9
9
years of professional experience
Work History
Fraud Investigator
PwC
10.2024 - 01.2025
- Conducted investigations of fraud cases, documented investigative findings, and determined whether cases should be escalated or referred for further action
- Applied updated procedures effectively throughout engagements to ensure investigations adhered to best practices and compliance standards
- Analyzed transactional data and conducted internal and external research using advanced investigative tools
- Identified scenarios requiring suspicious activity reports (SARs) and accurately prepared SARs for submission to FinCEN, ensuring timely and accurate filings
- Gathered and reviewed artifacts for SAR development while maintaining accuracy and compliance
- Drafted and presented findings in clear, concise reports tailored to client risk appetites
- Established strong working relationships with PwC teams and client stakeholders to enhance collaboration and operational efficiency
- Consistently met production targets and quality standards while maintaining independence and time management skills
- Maintained high attention to detail in reviewing and investigating customer profile information, including PII, email, and phone records
- Completed all required training and certifications, ensuring adherence to professional standards
Fraud Analyst
Bank of America
01.2021 - 08.2024
- Investigate and resolve 50-60 claims daily using multiple systems, improving claim resolution accuracy by 15%
- Partner with internal and external stakeholders to identify fraud patterns, reducing false claims by 12%
- Educate customers on claims processes, resulting in a 25% improvement in customer satisfaction
- Cross-train in back-office functions, contributing to a 10% increase in team efficiency
Loan Servicing Representative
Bank of America
01.2021 - 01.2023
- Processed 200+ mortgage and equity transactions monthly, ensuring 100% compliance with company policies
- Resolved payment posting errors, reducing payment discrepancies by 20% within the first 6 months
- Managed escrow accounts, coordinating tax remittances that ensured timely payments for 98% of accounts
- Performed quality control on loan folders, achieving a 99% accuracy rate in loan documentation
Mortgage Processor
Digital Risk
01.2020 - 01.2021
- Managed a pipeline of 35-50 mortgage files, processing documents with a 99% error-free rate
- Reduced processing times by 15% through the introduction of more efficient workflows
- Collaborated with cross-functional teams to review and finalize conventional and VA loan applications
- Ensured regulatory compliance with federal guidelines, achieving a 100% compliance score during audits
Claims Examiner
Amerihealth Caritas
01.2019 - 01.2020
- Identified and resolved billing errors, resulting in a 10% cost savings for the organization
- Led claims processing for complex cases, improving case resolution time by 20%
- Tested and validated claim system conversions, contributing to a successful data migration project
- Collaborated with management to implement process improvements, reducing claims backlog by 30%
Loan Servicing Representative
SPS
01.2016 - 01.2019
- Managed a grant loss mitigation portfolio exceeding $100,000 annually, achieving a 98% success rate in loan modifications
- Led efforts in foreclosure prevention, directly impacting 50+ loans per month and reducing foreclosure rate by 15%
- Delivered financial education and counseling to 200+ clients, helping them reduce debt by an average of 25%
- Consistently exceeded quality assurance targets, maintaining a 98% score in all loan servicing and liquidation processes
Education
Master of Arts - Human Resource Management
Trident International University
Chandler, AZ12.2025
Bachelor of Arts - Liberal Studies
Bethune-Cookman University
Daytona Beach, FL12.2023
High School Diploma -
Jean Ribault High School
Jacksonville, FL06.2003
Skills
- Attention to Detail & Data Accuracy
- Customer Education & Relationship Building
- Process Optimization & Workflow Efficiency
- Financial Products & Loan Servicing Knowledge
- Leadership & Team Collaboration
- Time Management & Adaptability
- Technical Skills
Timeline
Fraud Investigator
PwC
10.2024 - 01.2025
Fraud Analyst
Bank of America
01.2021 - 08.2024
Loan Servicing Representative
Bank of America
01.2021 - 01.2023
Mortgage Processor
Digital Risk
01.2020 - 01.2021
Claims Examiner
Amerihealth Caritas
01.2019 - 01.2020
Loan Servicing Representative
SPS
01.2016 - 01.2019
Bachelor of Arts - Liberal Studies
Bethune-Cookman University
High School Diploma -
Jean Ribault High School
Master of Arts - Human Resource Management
Trident International University
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