Tosheiba McBride
2149 Gloria Circle Apt E Pensacola,FL
Summary
Analytical and results-driven professional with 15+ years of experience in Customer Service, Fraud Detection and Compliance. Proficient in determining level of risk using statistical skills. Proficient in analyzing accounts, resolving escalated disputes and identifying process improvement opportunities to reduce risk and enhance operational efficiency. Adept at leveraging critical thinking and data analysis to mitigate losses and ensure regulatory adherence. Recognized for exceptional communication skills, adaptability and a proactive approach to problem-solving in fast past-environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Coordinator- High Priority
Capital One
Remote
06.2024 - Current
- Enhanced customer satisfaction by efficiently resolving escalated complaints and providing appropriate solutions.
- Participated in quality assurance audits, reviewing complaint files for compliance with company policies and regulatory requirements.
- Conducted root cause analysis of recurrent complaints, developing targeted strategies to prevent future occurrences.
- Resolved complex wire transfer issues promptly, minimizing delays in funds transfers and maintaining customer satisfaction.
Senior Underwriter IV
JP Morgan Chase & Company
Remote
06.2022 - 06.2024
- Accessed loan portfolios for compliance with underwriting policies.
- Conducted regular audits of underwriting files, ensuring compliance with regulatory requirements and internal policies.
- Participated in industry conferences and seminars to stay informed about the latest trends, regulatory changes, and best practices in underwriting.
- Mentored junior underwriters, fostering their professional growth and enhancing team performance.
Technical Support Representative II
Asurion
Remote
08.2021 - 06.2022
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
Prior Authorization Representative
CVS Caremark
Remote
10.2020 - 08.2021
- Contacted insurance companies to obtain prior authorization for medical procedures and medications.
- Processed new medication and refill requests for authorization.
- Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
- Analyzed medical records and other documents to determine approval of requests for authorization.
Cash Management Representative
Loomis Armored US
Pensacola, Fl
02.2020 - 10.2020
- Collaborated with clients to develop customized investment portfolios.
- Counted, verified and handled bank deposits and armored car transaction.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
- Validated existing accounting management and reporting systems to access quality and performance, identify problem and implement corrective actions.
Teller Service Representative
BBVA Compass Bank
Pensacola, FL
10.2017 - 12.2019
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Cross-sold credit cards, loans and other bank products.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
Member Service Representative IV
Navy Federal Credit Union
Pensacola, FL
12.2012 - 08.2017
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Reviewed and filed currency transaction reports submitted by branches within required regulatory-imposed timeframes.
- Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
- Assisted in audits and examinations, demonstrating strong adherence to BSA/AML requirements.
Education
High School Diploma -
Pensacola State College
Pensacola, FL2009
Skills
- Critical Thinking
- SalesForce CRM Experience
- Fraud Detection Techniques
- Underwriting and Adjustments
- Compliance, Banking Laws and Regulations
- Desktop Support
- Insurance Authorizations
- Remediation
- Training and Mentoring
Certification
- CNP - Certified Notary Public
Timeline
Sr. Coordinator- High Priority
Capital One
06.2024 - Current
Senior Underwriter IV
JP Morgan Chase & Company
06.2022 - 06.2024
Technical Support Representative II
Asurion
08.2021 - 06.2022
Prior Authorization Representative
CVS Caremark
10.2020 - 08.2021
Cash Management Representative
Loomis Armored US
02.2020 - 10.2020
Teller Service Representative
BBVA Compass Bank
10.2017 - 12.2019
Member Service Representative IV
Navy Federal Credit Union
12.2012 - 08.2017
High School Diploma -
Pensacola State College