Shayla Walker
Summary
Driven and analytical, combining investigative acumen with strong problem-solving skills. Possesses deep understanding of financial systems and proficiency in data analysis and research methods. Committed to identifying and mitigating fraudulent activities to protect organizational assets.
Overview
7
7
years of professional experience
Work History
MasterCard Fraud Investigator
Velera
06.2023 - Current
- Conduct fraud case investigations, responding to reports of suspects/confirmed fraudulent activity
- Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
- Monitored account activity in real-time for early detection and swift resolution of potential issues before they escalated into significant losses for the organization.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
Mobile Notary
Notary Public Underwriters, Inc.
11.2022 - Current
- Responsible for witnessing the signature of important documents such as signing contracts, estates, deeds, power of attorney, and other documents.
- Perform all duties according to the company's policies and procedures and US state and federal laws
- Stayed current on industry developments through continuous learning initiatives such as attending conferences or workshops, improving the quality of provided services.
- Assisted clients in understanding legal terms within their documents while maintaining impartiality as a notary public.
Loss Mitigation Analyst
New American Funding
10.2020 - 01.2023
- Provided detailed information to borrowers on loan workout terms, important dates, and escalation processes following CFPB guidelines
- Manage borrowers' application process to accurately determine the reason for delinquency, occupancy status, and ability to pay to review for workouts/ alternatives to foreclosure
- Negotiated mutually beneficial payment arrangements between lenders and borrowers, minimizing the risk of foreclosure.
- Enhanced loss mitigation efficiency by streamlining workflow processes and implementing effective case management strategies.
- MSP, Microsoft Outlook, Excel, Microsoft Teams, SharePoint (Einstein), SCI, Interaction Desktop, Cisco- Phone system, 20-60 calls daily
Mortgage Occupancy Field Inspector
GIS Field Services
11.2020 - 08.2022
- Verify the property occupancy and report general property conditions utilizing a GIS smartphone application
- Some inspections require an interior inspection on secured vacant homes.
- Completed thorough inspections by taking photographs of the exterior conditions of the property, and may involve contacting the Homeowner.
Client Senior Service Representative
Citizens Bank
06.2018 - 10.2020
- Provide outstanding service to our customers by answering questions and researching issues related to our customers' mortgage loans.
- Handle a high volume of escalation calls and create a positive experience for each customer.
- Process transactions and accurately record and update actions and outcomes against customer records.
- Black Knight /MSP, Pivot, CCN, Speed Pay (Western Union), Finesse, FileNet, Cisco -phone system, 20-60 calls daily
Education
Bachelor of Science - Computer Science
University of Arizona
Online01.2027
Associate of Arts - Digital Arts
Tarrant County College
Fort Worth, TX05-2015
Skills
- Anti-money laundering
- Problem-solving abilities
- Verbal and written communication
- Research/ Investigative skills
- Attention to detail
- Multitasking abilities
- Critical Thinking
- Fraud prevention /Dispute resolution
- Telephone etiquette
- Loss prevention
Timeline
MasterCard Fraud Investigator
Velera
06.2023 - Current
Mobile Notary
Notary Public Underwriters, Inc.
11.2022 - Current
Mortgage Occupancy Field Inspector
GIS Field Services
11.2020 - 08.2022
Loss Mitigation Analyst
New American Funding
10.2020 - 01.2023
Client Senior Service Representative
Citizens Bank
06.2018 - 10.2020
Bachelor of Science - Computer Science
University of Arizona
Associate of Arts - Digital Arts
Tarrant County College
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