Tramaine Bell
Jacksonville,FL
Summary
Experienced Senior Account Resolution Specialist with 25 years of experience in the financial sector. Specializes in fraud prevention, risk management, and account resolution. Demonstrates exceptional skills in negotiation, collaboration, and customer service, consistently achieving critical performance metrics and enhancing operational efficiency. Seeks to leverage extensive expertise in a Senior Ops fraud analyst role to drive proactive prevention strategies and deliver optimal financial solutions.
Overview
26
26
years of professional experience
Work History
Senior Account Resolution Specialist
Wells Fargo Bank
01.2017 - Current
- Advise and educate clients on mortgage options to mitigate default risks and financial consequences
- Collaborate with Home Preservation teams to provide clients with optimal solutions for financial hardships
- Surpass quality benchmarks and achieve all critical performance metrics
- Pioneer data-driven approaches to account resolution, leveraging analytics to identify at-risk accounts and proactivity implement preventive measures
- Facilitate collection of overdue mortgage and home equity payments, and negotiate payment arrangements to secure account regularity
Home Preservation Specialist
Wells Fargo Bank
01.2017 - 01.2019
- Analyzed credit documentation to assess borrower profiles, identifying and resolving discrepancies to ensure accuracy and compliance
- Provided comprehensive support and communication to borrowers and agencies regarding delinquency risk, facilitating informed decision-making
- Developed and recommended tailored home retention solutions, including Home Affordable Modification Program (HAMP) and repayment plans, to assist clients in maintaining homeownership
Senior Fraud and Claim Operations Specialist
Wells Fargo Bank
01.2013 - 01.2017
- Managed inbound calls addressing application processes and fraudulent account activities, ensuring customer concerns were resolved promptly and effectively
- Applied knowledge of fraud principles to contribute to the reduction of fraud incidents and operational costs, enhancing company-wide efficiency
- Developed proactive fraud prevention strategies, significantly decreasing fraudulent activities
- Delivered comprehensive training to new employees, focusing on communication techniques, customer service skills, and proficiency in call center software tools
Bankruptcy Specialist
Wells Fargo Bank
01.2010 - 01.2015
- Analyzed clients' financial documents to assess their fiscal status and provided informed advice on bankruptcy filings
- Streamlined bankruptcy processes, reducing case resolution times and enhancing client satisfaction
- Prepared and submitted accurate bankruptcy petitions and schedules to the court system
- Negotiated with creditors to establish feasible payment plans or debt settlements, adhering to legal standards
DDA Collection Specialist
Wells Fargo Bank
01.2008 - 01.2010
- Negotiated payment arrangements and educated customers on loan agreements to resolve account delinquencies, ensuring compliance with FDCPA rules and regulations
- Employed web-based investigative tools and skip tracing methods to locate debtors and successfully processed various payment forms, including debit card and ACH transactions
- Educated customers on loan agreements, improving account resolution rates
Customer Service Representative
BlueCross BlueShield of Florida
01.2004 - 01.2008
- Addressed member inquiries and clarified insurance benefits and product details, ensuring comprehensive understanding and customer satisfaction
- Managed both inbound and outbound communications with members and providers, maintaining prompt and accurate correspondence
- Enhanced member understanding of products through detailed explanations and support
- Partnered with cross-functional teams to resolve escalated issues, fostering a cohesive work environment and enhancing overall service quality
Operations Representative
Bank of America
01.2003 - 01.2004
- Reconciled corporate client checking accounts with the general ledger, resolving discrepancies exceeding $50 to maintain accurate financial records
- Optimized check processing and deposit procedures, ensuring precise tracking of daily transactions
- Managed the processing of returned checks and prepared bank deposits, ensuring timely confirmation of daily and wire transactions
- Worked closely with cross-functional teams to resolve complex account discrepancies, enhancing client satisfaction
Senior Bank Teller
Bank of America
01.1999 - 01.2003
- Managed transaction processing, conducted daily report audits, and maintained accurate teller drawers and vault operations to ensure compliance with financial regulations
- Enhanced staff proficiency in cross-selling and customer service through targeted training, contributing to an improved client engagement strategy
- Improved overall branch performance through strategic clinic engagement initiatives
Education
High School Diploma -
Riverside High School
Jacksonville, FL05.2000
Skills
- Customer Service
- Problem Solving
- Communication
- Leadership
- Negotiation
- Attention to Detail
- Research
- Decision-Making
- Cash Handling
- Account Management
- Collaboration
- Interpersonal Communication
- Critical Thinking
- Adaptability
- Deadline Driven
- Microsoft
- MSP
- Fraud Prevention
- Financial solutions
- Risk Assessment
- Performance Metrics
- Account Recovery
- Mortgage Analysis
Timeline
Senior Account Resolution Specialist
Wells Fargo Bank
01.2017 - Current
Home Preservation Specialist
Wells Fargo Bank
01.2017 - 01.2019
Senior Fraud and Claim Operations Specialist
Wells Fargo Bank
01.2013 - 01.2017
Bankruptcy Specialist
Wells Fargo Bank
01.2010 - 01.2015
DDA Collection Specialist
Wells Fargo Bank
01.2008 - 01.2010
Customer Service Representative
BlueCross BlueShield of Florida
01.2004 - 01.2008
Operations Representative
Bank of America
01.2003 - 01.2004
Senior Bank Teller
Bank of America
01.1999 - 01.2003
High School Diploma -
Riverside High School
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