Tyneisha Marshall

• Monitored and analyzed credit card transactions to identify suspicious or potentially fraudulent activities, reducing financial risk for the bank and customers.
• Investigated flagged transactions, using fraud detection systems and tools to assess risk and escalate complex cases to senior management.
• Conducted thorough research on customer accounts, transaction histories, and external data to uncover fraud patterns and mitigate loss.
• Collaborated with internal teams, including customer service, risk management, and compliance, to resolve fraud-related issues and ensure regulatory compliance.
• Provided timely assistance to customers, resolving disputes related to unauthorized transactions and account holds.
• Generated detailed fraud reports, documenting the steps taken in investigations, resolutions, and emerging fraud trends.
• Stayed up-to-date on fraud detection tools, techniques, and industry regulations (e.g., PCI DSS) to improve fraud prevention strategies.
• Identified emerging fraud patterns and recommended improvements to internal fraud detection processes and workflows.

• Assist members with banking transactions, including check verification, balance inquiries, Zelle transfers, and loan payments.

• Review and resolve fraudulent transactions.

• Process MoneyGram checks and manage skip-a-pay loan payments.

• Authenticate member identities (IDV) and support digital banking needs.

• Handle inbound calls regarding child support inquiries and payments.

• Provide assistance to clients via phone, chat, and email.

• Process customer changes and resolve service-related issues.

• Deliver frontline support to ensure high customer satisfaction.

• Assisted customers with a range of banking services, including account verification, product inquiries, and general account support.
• Conducted outbound sales calls to educate clients on banking products and services, promoting features that align with their financial needs.
• Ensured accurate customer authentication, maintaining strict compliance with banking regulations and internal policies.
• Led a team of 6 customer service representatives, providing guidance and support to ensure top-quality service and achieve team goals.
• Conducted daily team briefings, training sessions, and performance reviews to foster a collaborative and productive work environment.
• Monitored team performance, ensuring key metrics (e.g., customer satisfaction, sales targets, compliance) were met consistently.
• Assisted in the development and implementation of best practices for customer interactions, improving team efficiency and service quality.
• Managed escalated customer issues and provided solutions, ensuring high levels of customer satisfaction and retention.
• Collaborated with upper management to strategize improvements, optimize workflow processes, and enhance overall team performance.

• Provided technical support to bank customers and staff regarding banking software, mobile applications, and online banking platforms.
• Troubleshot and resolved technical issues related to online banking, mobile apps, account access, security features, and payment processing systems.
• Assisted customers with password resets, system outages, transaction issues, and technical inquiries, ensuring a seamless banking experience.
• Worked closely with IT and development teams to identify and resolve software bugs, ensuring system uptime and functionality.
• Educated customers on new banking technologies, digital tools, and best practices for using online and mobile banking safely and effectively.
• Documented support cases and maintained detailed records of troubleshooting steps and solutions provided for future reference.
• Ensured adherence to internal security protocols, safeguarding sensitive customer data and maintaining compliance with regulatory standards.
• Assisted in the onboarding of new banking technologies and updates, including training staff and creating user guides for customers.
• Provided feedback on customer-reported issues to help improve systems and services, collaborating with cross-functional teams to enhance product offerings.