Summary
Overview
Work History
Education
Skills
Websites
Communication Skills
Timeline
Generic

Sidney Alston

Wilmington,Delaware

Summary

With 15 years of banking experience, my professional background demonstrates a strong focus on fraud prevention and detection. Throughout my career, I have consistently leveraged my expertise to safeguard financial institutions and their customers from fraudulent activities.

In my previous roles, I handled various responsibilities, including analyzing transaction patterns, monitoring account activity, and conducting thorough investigations to identify suspicious activities.

Furthermore, my experience has enabled me to develop exceptional problem-solving and analytical skills. I am detail-oriented, result-driven, and possess excellent communication and interpersonal skills, allowing me to effectively communicate with colleagues, clients, and stakeholders.

Overview

13
13
years of professional experience

Work History

Process Manager

Capital One
03.2023 - Current
  • Monitor and maintain processes to ensure compliance and help to resolve issues or escalate when necessary. Maintain and update process documents. Collect and analyze data and measure effectiveness of existing business processes. Communicate updates with internal customers on new and existing processes and provide internal customer support as needed.
  • General Responsibilities:
  • Monitor process to ensure it is followed correctly by business; correct issues or escalate with manager if controls are not working as planned.
  • Write process maps, procedures, or other artifacts and may maintain/ update documentation for new and existing processes.
  • Draft, test and revise work instructions, gain relevant approvals and ensure regular reviews take place.
  • Collect, analyze and measure process data on effectiveness of business processes, to initiate sustainable, repeatable, and quantifiable business practices and procedures; role may make improvements to processes.
  • Research best practices.
  • Collaborate with teammates on larger initiatives; may participate on cross-functional project teams and provide input for process improvement initiatives.
  • Develop project plans to execute process development and/or re-engineering.
  • Communicate updates with internal customers on new or existing processes; may include communications at executive level; may provide customer service or training to users on process updates or rollouts; may deliver presentations.
  • Perform process or parts of process as needed.
  • Manage other associates.

Principal Coordinator

Capital One
11.2018 - 03.2023
  • Analyze account level data
  • Execute timely and operationally accurate recovery attempts
  • Strong personal computer skills, along with ability to use fraud data mining tools
  • Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes
  • Respond promptly and professionally to claims & possess strong relationship building skills
  • Exercise exceptional communication skills and optimize contact with customers, stakeholders and external vendors/banks
  • Responsible for continuous improvement of job knowledge by exercising strong listening skills and asking questions for clarity
  • Participate in special projects as needed
  • Take active role in documenting current processes and identifying gaps and possible efficiency gains

Senior Fraud Prevention Coordinator

Capital One
05.2016 - 11.2018
  • Identify risk and prevent loss from Fraud, Arrears and NSF activity - Make sound subjective decisions to close risky relationships, place and remove restrictions on accounts - Investigate and resolve accounts in arrears - Investigate risk identified through Bank's Know Your Client new account screening - Investigate check and ACH NSF returns and rejects - Review referrals from all business units - Run and review pro-active risk reports - Research legal and regulatory issues as requested - Maintain various project databases

Asset Verification Associate

Capital One
10.2014 - 05.2016
  • Processed request for verification of deposits via website, fax or mail
  • Requests are fulfilled by strict QA standards of which 100% rating was maintained.
  • Exceeded performance standards which helps us maintain Service Level Agreement
  • Routinely resolve issues received from retail and 360 escalated services.

Loss Mitigation Specialist

Capital One
12.2013 - 10.2014
  • Act as the point of contact for the borrower throughout the document collection process for the loss mitigation application - Order, collects, and review documents associated with loss mitigation decisions - Assists existing borrowers who may be experiencing difficulty meeting their monthly financial obligations - Apply credit skills and sound judgment, focusing on key areas of the borrower's ability, stability and willingness to repay their loan - Strong understanding of and the ability to educate borrowers on the efforts and outcomes of government and proprietary modification programs - Handle routine levels of transactions with oversight by senior staff and managers to complete daily tasks

Pre-Foreclosure Account Manager

Capital One
05.2012 - 12.2013
  • Initiate contact with past due borrowers and implement successful workout strategies and payment plans consistent with Bank policy to minimize and protect the company against losses
  • Ensure compliance with all collections related policies and procedures for both secured and unsecured loans
  • Accept inbound and make outbound telephone calls to negotiate with borrowers to resolve delinquency in accordance with all regulatory, FDCPA, state and ING DIRECT compliance mandates
  • Record all collection activity in the appropriate collection systems, document the current status of delinquent loans and continuously follow up for pertinent documentation
  • Work in a goal-oriented environment to achieve individual and team performance targets
  • Assist in fraud identification and prevention efforts
  • Perform detailed skip tracing when necessary, Collect data and assist as necessary with the preparation of management reports
  • Maintain a good working knowledge of federal, state and local regulations pertaining to real estate collections, foreclosure and bankruptcy practices

Special Servicing Associate

Capital One
01.2011 - 05.2012
  • Our Customer Service Associates are responsible for taking inbound calls and emails from new and existing customers, providing solutions, and delivering an incredible Customer Experience
  • As a Customer Service Associate I become proficient in MSP training programs, handle inbound calls in a call center environment
  • Promote solutions that help our Customers have the best banking experience possible
  • Deliver a great customer experience on every call
  • Learn new skills and advance your responsibility and earning level
  • As a Customer Service Associate I was responsible for taking inbound calls and emails from existing customers, providing solutions, and delivering an incredible Customer Experience.

Education

No Degree - Liberal Arts And General Studies

University of Maryland Global Campus
College Park, MD

Skills

  • Experienced system and procedure trainer
  • Google Suites
  • Lexis Nexis
  • Profile
  • Sassy
  • Touchpoint
  • Flogent
  • Honeycomb
  • Microsoft Word

Communication Skills

  • Team huddle leader
  • Presentation of daily productivity achievements and goals
  • Assessment of volume projections for team priority designation

Timeline

Process Manager

Capital One
03.2023 - Current

Principal Coordinator

Capital One
11.2018 - 03.2023

Senior Fraud Prevention Coordinator

Capital One
05.2016 - 11.2018

Asset Verification Associate

Capital One
10.2014 - 05.2016

Loss Mitigation Specialist

Capital One
12.2013 - 10.2014

Pre-Foreclosure Account Manager

Capital One
05.2012 - 12.2013

Special Servicing Associate

Capital One
01.2011 - 05.2012

No Degree - Liberal Arts And General Studies

University of Maryland Global Campus

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