Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Y’hana Mims

Cedar Hill

Summary

Fraud Supervisor at JP Morgan Chase with expertise in performance coaching and team leadership. Achieved top team designation within two months by implementing innovative strategies and conflict resolution techniques. Skilled in Regulation E compliance and building high-performing teams in time-sensitive environments. Committed to fostering a culture of excellence and continuous improvement, driving staff motivation and collaboration to meet organizational goals.

Overview

10
10
years of professional experience

Work History

Fraud Supervisor

JP Morgan Chase
Plano
08.2022 - Current
  • Direct and steer team of diverse specialists within call center environment
  • Implement performance coaching initiatives for specialists targeting key behaviors that promote positive results.
  • Manage resolutions for escalated issues concerning employees and clients of JP Morgan Chase.
  • Establish connections with leadership and various business units throughout organization
  • Specialize in promoting synergy and uplifting energy among production staff
  • Empower specialists by providing development and coaching aimed at achieving career aspirations.
  • Executed monthly evaluations along with mid-year and annual performance assessments for specialists.
  • Generate, control, and release Daily Attendance report.
  • Collaborate with H/R to address corrective action concerns and evaluate offboarding processes.
  • Analyze daily reports and resolve any identified concerns as necessary.
  • Coordinate daily and monthly team meetings addressing updates and line of business communications.
  • Contribute to interview process for subordinate advancements and prospective colleagues.
  • Expertise in Regulation E, Deposit Review, and Uniform Commercial Code.
  • Attained top team designation during first two months based on outstanding metrics and high availability
  • Facilitate new hire process from initiation to completion of training

Relief Fraud Supervisor

JP Morgan Chase
01.2021 - 12.2021
  • Train, enhance, and supervise team of new hire specialists.
  • Inspire through example and guide teams on critical behaviors to enhance performance.
  • Accountable for enhancing overall team performance.
  • Engage with cross-functional leaders and LOB to fulfill site targets.
  • Develop strategies to enhance inclusion and diversity
  • Proficiency in assigning tasks.

Lead Relief Team Lead

JP Morgan Chase
01.2020 - 12.2021
  • Tri Skilled (Regulation-E, Check Forgery Prevention, and Deposit Review)
  • Partnered with trainers and Subject Matter Experts to strategically plan, organize, and create training materials aligned with management and Regulation E policy expectations.
  • Facilitated training learning process by implementing distinctive interactive activities, boosting material retention and maintaining high levels of class engagement.
  • Mentored and guided new hires through side-by-side training sessions and constructive feedback to bolster success, while maintaining daily logs for error tracking and coaching opportunities.
  • Facilitated coaching sessions for subject matter experts with new hires and proposed improvement areas for professional development

Claim Specialist II/ Lead SME (Subject Matter Expert) / Relief Team Trainer

JP Morgan Chase
01.2018 - 12.2019
  • Delivered exceptional customer service, consistently earning a five on the scorecard.
  • Ranked number one on the team since second week of taking calls.
  • Maintained lowest average handling time for three consecutive months across entire site.
  • Served as primary knowledge resource for team members on complex issues.
  • Adhered to all policies and procedures regarding claims filing.
  • Achieved decision quality with consistent 100% accuracy throughout tenure.

Loan Servicing Specialist I / Suspense Processing

Ditech Mortgage Company
Irving
01.2016 - 12.2017
  • Reviewed suspense balances on loans to determine processing actions using EMSP application.
  • Managed seven segments, averaging four hundred loans daily for efficient operations.
  • Ensured timely processing of return items through accurate letter requests based on state and loan status.
  • Updated MAS1/PYT1 stop bill codes and expiration dates on each loan file.
  • Documented detailed comments on return items to maintain clarity and compliance.
  • Processed over one thousand letters daily, ensuring accuracy and completeness.
  • Utilized Microsoft Office Suite and MSP systems to support operational efficiency.
  • Demonstrated excellent verbal and written communication skills while collaborating effectively.

Education

Undergraduate Studies - Computers, Electronics, and Engineering

ITT Technical Institute
Desoto, TX

High School Graduate -

Cedar Hill High
Cedar Hill, TX

Skills

  • Performance coaching
  • Regulation E compliance
  • Team leadership
  • Conflict resolution
  • Data analysis
  • Customer relationship management

References

References available upon request.

Timeline

Fraud Supervisor

JP Morgan Chase
08.2022 - Current

Relief Fraud Supervisor

JP Morgan Chase
01.2021 - 12.2021

Lead Relief Team Lead

JP Morgan Chase
01.2020 - 12.2021

Claim Specialist II/ Lead SME (Subject Matter Expert) / Relief Team Trainer

JP Morgan Chase
01.2018 - 12.2019

Loan Servicing Specialist I / Suspense Processing

Ditech Mortgage Company
01.2016 - 12.2017

Undergraduate Studies - Computers, Electronics, and Engineering

ITT Technical Institute

High School Graduate -

Cedar Hill High

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