Keondra Randall
Dallas,TX
Summary
Smart financial professional applies strong problem-solving and decision-making skills in job tasks. Self-motivated with good understanding of evaluating credit history, financial stability and risks. Diligent individual with strong work ethic.
Overview
16
16
years of professional experience
Work History
Credit Ops Underwriter III
JPMorgan Chase
Fort Worth, TX
07.2024 - Current
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Made approval and denial recommendations by determining accurate risk levels.
- Examined credit reports, financial statements and tax returns to determine repayment capability.
ATM Credit/Debit Card Fraud Specialist
Bank of America
Fort Worth, TX
11.2023 - 06.2024
- Streamlined the process for handling disputed transactions, resulting in faster resolutions and improved customer experience.
- Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
- Spearheaded efforts to update internal procedures for handling debit card fraud cases, enhancing overall effectiveness of the team''s operations.
- Reduced debit card fraud incidents by implementing effective monitoring strategies and identifying suspicious activities.
- Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.
- Identified assets of suspects in order to freeze and seize assets.
Warehouse Operator
Home Depot Distribution Center
DeSoto, TX
06.2023 - 11.2023
- Used forklifts and pallet jacks to relocate products.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Kept warehouse stations and equipment in good working order in line with OSHA requirements.
- Checked packages and merchandise for damage and notified vendors.
Accounts Receivable Adjustment Specialist
Associa
Richardson, TX
08.2015 - 06.2023
- Used accounting software to reconcile accounts, track income, and generate invoices.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Coordinated with other departments to ensure accurate application of payments, credits, and adjustments to client accounts.
- Supported cash forecasting initiatives by providing accurate data on outstanding receivables and expected payments from clients.
- Posted customer payments by recording cash, checks, and credit card transactions.
- Assisted in month-end closing procedures, ensuring accurate financial reporting.
- Handled day-to-day accounting processes to drive financial accuracy.
- Entered figures using 10-key calculator to compute data quickly.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
Telephone Banker
Xerox, Client-Union Bank
Arlington, TX
04.2013 - 08.2015
- Handled over 80 incoming telephone calls, emails and chat requests.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Managed sensitive client information with strict adherence to confidentiality policies and data protection guidelines.
- Assisted customers in navigating online banking platforms, resulting in higher adoption rates.
- Handled high call volumes while maintaining excellent rapport-building skills with each interaction.
- Streamlined call handling processes for increased efficiency and reduced hold times for customers.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
Image Document Analyst
Nova Management,Client-Kemper Specialty Insurance
Dallas, TX
05.2013 - 06.2013
- Managed sensitive data securely by following strict confidentiality protocols while handling classified documents.
- Demonstrated strong attention to detail while reviewing complex documents, ensuring that all information was accurate and uptodate.
- Enhanced document quality by conducting thorough reviews and identifying errors in content, format, and grammar.
- Evaluated existing documentation systems regularly, recommending upgrades or enhancements as needed based on business requirements.
- Imported electronic documents into document management system and updated document and record master database.
Client Service Representative
Cornerstone, Client-Federal Reserve Bank
Dallas, TX
12.2012 - 05.2013
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
AEGIS COMMUNICATIONS, Humana Insurance
Irving, TX
04.2010 - 04.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Loss Mitigation Specialist
Adecco, Client-Bank of America
Plano, TX
06.2009 - 02.2010
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Discussed property liquidation options with customers.
- Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
- Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.
- Helped customers navigate options to maintain homeownership.
- Mitigated potential losses by proactively identifying early warning signs of borrower distress and initiating appropriate interventions.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
Education
No Degree - Accounting
Cedar Valley Community College
Lancaster, TX05-2028
High School Diploma -
W.W. Samuell High School
Dallas, TX05-2002
Skills
- Underwriting guidelines
- Analyzing data
- Documentation review
- Risk assessment
- Credit analysis
- Application review
- Client relationship building
- Risk management
- Loss mitigation
- Creditworthiness assessment
- Loan approval & denial
- Teamwork and collaboration
- Multitasking
- Team building
- Decision-making
- Time management
- Excellent communication
- Active listening
- Interpersonal communication
- Customer service
- Problem-solving
- Attention to detail
- Reliability
- Effective communication
- Adaptability and flexibility
- Self motivation
- Interpersonal skills
- Analytical thinking
- Professionalism
- Fraud detection
- Financial analysis
- Claims management
- Professional demeanor
- Client acquisition
Timeline
Credit Ops Underwriter III
JPMorgan Chase
07.2024 - Current
ATM Credit/Debit Card Fraud Specialist
Bank of America
11.2023 - 06.2024
Warehouse Operator
Home Depot Distribution Center
06.2023 - 11.2023
Accounts Receivable Adjustment Specialist
Associa
08.2015 - 06.2023
Image Document Analyst
Nova Management,Client-Kemper Specialty Insurance
05.2013 - 06.2013
Telephone Banker
Xerox, Client-Union Bank
04.2013 - 08.2015
Client Service Representative
Cornerstone, Client-Federal Reserve Bank
12.2012 - 05.2013
Customer Service Representative
AEGIS COMMUNICATIONS, Humana Insurance
04.2010 - 04.2012
Loss Mitigation Specialist
Adecco, Client-Bank of America
06.2009 - 02.2010
No Degree - Accounting
Cedar Valley Community College
High School Diploma -
W.W. Samuell High School