Tramaine Bell
Jacksonville,FL
Summary
Result-driven professional with a background in financial services, recognized for high productivity and efficient task completion. Proficient in transaction processing, client account management, and regulatory compliance. Excellent communication, problem-solving, and teamwork skills contribute to smooth operations and client satisfaction.
Overview
26
26
years of professional experience
Work History
Senior Account Resolution Specialist
Wells Fargo Bank
Jacksonville, FL
01.2017 - 09.2024
- Resolved client billing problems by collecting direct payments and setting up payment plans.
- Handled outbound collection calls with consistent service quality and success rate.
- Surpass quality benchmarks and achieve all critical performance metrics.
- Evaluated effectiveness of collection efforts through regular performance reporting and analysis.
- Provided accurate responses to customer service questions and other concerns.
- Developed professional relationships with clients, facilitated communication, and encouraged prompt payment.
- Trained new hires on company policies, procedures, and best practices in collection management.
- Handled customer inquiries and complaints via phone and email.
Home Preservation Specialist
Wells Fargo Bank
Jacksonville, FL
01.2017 - 01.2019
- Developed and implemented strategies to protect homes from foreclosure.
- Analyzed financial documents of homeowners to determine eligibility for loan modifications.
- Coordinated with lenders to ensure proper documentation and timely processing request.
- Create customized plans to help borrowers avoid foreclosure and stay in their homes.
- Provided technical assistance, advice, and support to customers regarding loan modification options.
- Ensured compliance with applicable laws, regulations, policies, and procedures related to home preservation.
- Recommended new products or services that could enhance the effectiveness of existing home preservation programs.
Senior Fraud and Claim Operations Specialist
Wells Fargo Bank
Jacksonville, FL
01.2013 - 01.2017
- Identified, researched, and analyzed complex fraud and claims trends related to transactions, referrals, policies, regulatory compliance, and exceptional situations.
- Ensured compliance with BSA and Reg E regulations, mitigated risk of financial losses for the bank.
- Handled customer concerns regarding debit card fraud and non-fraud disputes through direct communication.
- Analyzed dispute findings for approving and denying claims.
- Executed closure and account hold responsibilities with great accuracy by taking precise notes that validated the results of investigations.
- Reviewed and verified customer transactions to detect potential fraudulent activities or resolve merchant conflicts.
- Conducted comprehensive training sessions for new staff, emphasizing effective communication tactics, superior customer service skills, and mastery of call center software.
Bankruptcy Specialist
Wells Fargo Bank
Jacksonville, FL
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.
- Monitored progress of cases through completion ensuring all deadlines are met timely.
DDA Collection Specialist
Wells Fargo Bank
Jacksonville, FL
01.2008 - 01.2010
- Handled high volume of incoming and outbound customer calls by addressing their issues promptly and efficiently.
- 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
Jacksonville, FL
01.2004 - 01.2008
- Handled inbound calls regarding medical benefits for members and providers.
- Confirmed members' eligibility status, plan type, as well as in-network and out-of-network benefits.
- Updated claim payment information provided.
- Ensured swift claim processing by obtaining required supporting documents.
- Made valuable contributions by reaching out to clients via phone for feedback after receiving their satisfaction survey responses.
Operations Representative
Bank of America
Jacksonville, FL
01.2003 - 01.2004
- Performed account reconciliations between corporate client checking accounts and general ledger, resolving discrepancies exceeding $50 to ensure precise financial documentation.
- Streamlined check processing and deposit procedures for accurate recording of daily transactions.
- Efficiently processed returned checks and prepared bank deposits, ensuring prompt confirmation of daily and wire transactions.
- Collaborated with cross-functional teams to effectively resolve intricate account discrepancies, resulting in heightened client satisfaction.
- Researched and resolved billing disputes and discrepancies.
Senior Bank Teller
Bank of America
Jacksonville, FL
01.1999 - 01.2003
- Balanced currency, coin and check transactions daily in compliance with established policies and procedures.
- Supervised daily transaction processing to uphold compliance with financial policies and regulations
- Processed deposits, withdrawals, loan payments, cash advances and transfers for customers.
- Assisted with training of newly hired tellers on operational processes.
- Improved overall branch performance through strategic clinic engagement initiatives.
Education
High School Diploma -
Riverside High School
Jacksonville, FL05-2000
Skills
- Clear Communication Skills
- Adaptability in High-Pressure Environments
- Effective Time Management
- Risk Mitigation
- Claim handling
- Experience in Leadership
- Claims Processing
- Account Review
- Documentation Abilities
- Problem Solving
- Negotiation
- Cash Handling
- Account Management
- Collaboration
- Interpersonal Communication
- Critical Thinking
- Microsoft Skills
- MSP
- Fraud Prevention
- Financial solutions
Accomplishments
Leaderships in Development Program graduate - Wells Fargo 2015
- A program that aims to empower individuals with the knowledge, skills,and networks necessary to lead effectively in the dynamic and often complex landscape of development work.
Timeline
Senior Account Resolution Specialist
Wells Fargo Bank
01.2017 - 09.2024
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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