CASSANDRA D. MCCLINTON
Pleasant Grove
Summary
Energetic, enthusiastic, and well-rounded individual seeking a position utilizing over 30 years of experience in risk management, customer service, and leadership. Proven track record of effective customer care, fraud mitigation, and risk management. Excellent Leadership Skills, Positive attitude, Team player, Efficient problem solver, Effective communicator, Outstanding organizational abilities, Ability to multi-task, Detail oriented, Maintains the highest level of confidentiality, Attention to detail, Issue resolution.
Bringing exceptional communication and interpersonal skills with positive, upbeat tone. Knowledge of customer service principles and proficiency in handling inquiries and resolving issues efficiently. Dedicated to creating positive customer experience and contributing to overall success of team.
Overview
9
9
years of professional experience
Work History
Teleservice Representative
Social Security Administration Teleservices
05.2019 - Current
- Duties include gracefully interviewing and assisting callers, beneficiaries, and representatives daily with a wide variety of concerns and questions
- I carefully explain technical issues, elicit relevant facts and resolve problems with payments and eligibility
- Screen properly for programs offered through Social Security Administration such as SSI, SSIDI
- Retirement, Widows, Survival Benefits and more
- I utilize necessary software-hardware such as DISCO, PEBES, CHIP
- MAPS, CPMS, SEQY and/or more
- I effectively schedule appointments when the initial qualifications are met
- Other daily duties include checking status of claims including the initial claim, pending claims, reconsideration, hearing, and the appeal stages providing callers with timelines if applicable
- I carefully and accurately provide timely updates through
- POS, MSSICS or e-path via Customer Help Information System (CHIP)
- Daily I start or stop direct deposit due to Fraud upon caller request
- Upon daily requests I make referrals to outside agencies such as IRS, Medicaid, Medicare, SNAP etc
- Demonstrated proficiency in using multiple computer software applications for data entry purposes
- Asked relevant leading questions to understand beneficiary needs
Sr. Fraud Investigator
BBVA Compass/PNC
06.2018 - 11.2021
- Assist with in and outbound clients in Fraud Detections
- Evaluate the customers' transactions in order to mitigate fraud
- Mentor/Coach New Hires
- Created Manual for Excellent Customer Service
- Provide an excellent customer experience through timely contact of potential fraud
- Process REG E claims and
- Fraud Chargebacks
- Responsible for complex duties and decisions relating to fraudulent applications, transactions, and customer fraud claims
- Create, deny or approve disputes for fraud issues.Develops solutions to problems in situations that are atypical and/or moderately complex based on experience and existing precedents or procedures
- Requires decision-making and resolution of issues not clearly defined by policies and procedures
- Provide assistance with escalation calls providing excellent customer service outcome
- May train less experienced staff within department and serve as subject matter expert for projects
- Frequent interaction with teammates, management, suspects, victims, and other financial institutions
- Identifies control failures and recommends solutions
- Proficient user in investigation of Line of Credit Fraud, Deposit Fraud, TYS1 and TYS2 Fraud, Specialty Fraud
- Detection and Prevention of all fraud including ACH, Debit, Credit Card and Deposit
- Top Performer including maintaining all 100% scores in Quality
- Nominated for 'Making it Happen' award
- Always exceeds company and departmental goals
- Proficient user with both Fraud and Non-Fraud Detections
- Chargebacks, creating Claims, etc
Sr. Fraud Specialist
Wells Fargo
03.2016 - 06.2018
- Documentation
- Providing excellent communication skills for both Inbound and Outbound calls.Explaining resolution on chargeback rights for Fraud and Non-Fraud transactions
- Closing, re-issuing new cards, blocking, stop payment, credit/debit and reversal of charge backs via Provisional Credit, Final Credit or Denials to cardholders account
- Balancing debits and credits in an accurate and timely manner yet abiding by
- REG E guidelines
- Proficient user of Hogan, CIV, DAT, Visa-online
- Experienced in both ADCC and ICCC roles
Education
B.S - Management
Miles College
Fairfield, AL06.2008
Completed coursework towards A.A - Computer Science
Lawson State Community College
Birmingham, AL06-1990
A.A - RN
Lawson State Community College
Birmingham, AL06.1996
Skills
- Team Leadership
- Customer Issue Resolution
- Expertise in Subject Matter
- Customer Service Expertise
- Customer Data Administration
- Data Management
- Strategic Communication Planning
- Effective Schedule Coordination
- Effective Conflict Resolution
- Strong Verbal and Written Skills
- Computer Applications Expertise
- Multi-Line Communication Expertise
- Effective Complaint Management
- Clear Technical Communication
- Operational Support
- Administrative Operations
- Telephonic Engagement
- Clear Professional Communication
- Telecommunications Service Coordination
- Advanced Microsoft Office Skills
- Organized Scheduling Management
- Effective Call Resolution
- Quality Assurance Review
- Account Modifications
- Data Inquiry Handling
- Technical Proficiency
Timeline
Teleservice Representative
Social Security Administration Teleservices
05.2019 - Current
Sr. Fraud Investigator
BBVA Compass/PNC
06.2018 - 11.2021
Sr. Fraud Specialist
Wells Fargo
03.2016 - 06.2018
A.A - RN
Lawson State Community College
B.S - Management
Miles College
Completed coursework towards A.A - Computer Science
Lawson State Community College
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