Torei Johnson
High Point,United States
Summary
With a proven track record at Bank of America, I excel in fraud investigations and training mentoring, demonstrating a keen aptitude for identifying financial risks while fostering team growth. My expertise in credit risk and commitment to excellence have significantly enhanced operational efficiency and client satisfaction.
Overview
10
10
years of professional experience
Work History
Senior Credit Analyst
Bank of America
01.2019 - Current
- Consistently being promoted to new levels of responsibilities which include, peer side by side support and on the job training where I perform daily observations and provide feedback to help increase productivity/quality score performance.
- Assist my manager/team leaders by going over weekly iknows/connect huddle materials in our meetings, in which we discuss any new updates to policies/procedures.
- Handles primarily inbound calls for both consumer/business credit cards at any stage of delinquency of risk, including up to date and pre-charge off accounts.
- Negotiates and determines the best repayment options for outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources when applicable.
- Complete account maintenance such as late fee waivers, customer service adjustments, complaints, and other customer related forms when applicable.
Fraud Investigator
Bank of America
03.2021 - 12.2022
- Analyze, monitor and report on financial risks within the bank
- Service credit cards with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity
- Send out new debit cards after fraud event is reported and place freeze on the account to prevent further compromising from occurring
PPP (Paycheck Protection Program) Loan Specialist
Bank of America
02.2020 - 02.2021
- Supported the process for collecting PPP loan documentation directly from business clients adhering strictly to SBA and Federal regulatory guidelines
- Submitted client's applications for forgiveness per SBA regulations ensuring complete compliance
Customer Service/Tech Support Representative
Newell Brands
01.2017 - 12.2018
- Company Overview: Graco Baby contractor position
- Assisted consumers with their product related issues over phone and by chat/email
- Filed and processed warranty claims, placed replacement and new sale orders
- Reviewed videos/pictures submissions that consumers sent in demonstrating their product defects and provided tech support on how to fix issues
- Graco Baby contractor position
Account Maintenance Specialist
BB&T
01.2016 - 01.2017
- Controlled credit exposure by providing financial order management support aimed at minimizing risk and obtaining timely payment
- Worked account queues for both wealth management/preferred clients and bankruptcy
- Handled inbound/outbound calls from both clients, attorneys, and account payable departments to process payments, fill out legal paperwork and other account maintenance to complete queues daily
Cashier/Customer Service Representative
Walmart
11.2014 - 12.2015
- Processed returns and prepared merchandise for sales floor by pricing and tagging
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Applied security and loss prevention training toward recognizing risks and reducing theft
Education
Master of Science - Criminal Justice & Behavioral Studies
Saint Leo University
Saint Leo, FL (remote)01.2020
Bachelor of Arts - Sociology
University of North Carolina At Greensboro
Greensboro, NC12-2015
Skills
- Fraud Investigations
- Risk Analysis
- Claims Processing
- Account Reconciliation
- Accountancy
- Call Center Operations
- Closing Processes
- Credit Analysis Skills
- Customer Relations Management
- Training and mentoring
- Financial statement review
- Credit programs
- Fraud prevention
Accomplishments
Employee of the Month (Credit Assistance)
5 Time Recipient of the Client Ambassador Award
Awards
- Employee of the Month (Credit Assistance)
- 5 Time Recipient of the Client Ambassador Award
Timeline
Fraud Investigator
Bank of America
03.2021 - 12.2022
PPP (Paycheck Protection Program) Loan Specialist
Bank of America
02.2020 - 02.2021
Senior Credit Analyst
Bank of America
01.2019 - Current
Customer Service/Tech Support Representative
Newell Brands
01.2017 - 12.2018
Account Maintenance Specialist
BB&T
01.2016 - 01.2017
Cashier/Customer Service Representative
Walmart
11.2014 - 12.2015
Master of Science - Criminal Justice & Behavioral Studies
Saint Leo University
Bachelor of Arts - Sociology
University of North Carolina At Greensboro
Similar Profiles
Nicholas ShakanNicholas Shakan
Vice President, Portfolio Manager at Bank of America Private BankVice President, Portfolio Manager at Bank of America Private Bank
Anne MilneAnne Milne
Managing Director - Global Head EM Credit Research at Bank of AmericaManaging Director - Global Head EM Credit Research at Bank of America
Samantha DempseySamantha Dempsey
Fraud Servicing Representative at Bank of AmericaFraud Servicing Representative at Bank of America
Yaquelin GuevaraYaquelin Guevara
Relationship Manager Business Owner Specialist at Bank Of AmericaRelationship Manager Business Owner Specialist at Bank Of America
Felicia SmithFelicia Smith
Lead Substantial Damage Assessor at Tidal BasinLead Substantial Damage Assessor at Tidal Basin