• Responsible for receiving shipment of contents from forced open safe deposit boxes, reconciling shipments, entering customer information into abandoned property systems, and storing contents for future retrieval while in a dual control environment. • Responsible for preparing outgoing shipments of contents upon customers claim of contents, or for shipping contents to various states’ unclaimed property divisions. • Responsible for preparing various internal and external detailed reports and letters to customers and use internal systems to research/close safe deposit box accounts. • Perform quality assurance on coworker’s customer communications to ensure privacy and confidentiality is maintained

• Monitor credit card accounts for the high net-worth customers in the bank for fraud mitigation purposes by detecting fraud activity on personal credit and debit card accounts and taking appropriate action to prevent further fraud by restricting transactional and account maintenance activity.• Receive inbound calls from customers and assist with resolving all fraud related concerns, while determining potential fraud or credit risk with authorizations, charges, balance transfers and direct deposits. • Initiate fraud claims with customers and advise of fraud processes. • Utilize internal/external sources for investigative purposes while assessing fraud and credit risk situations on credit card accounts. • Act as a consumer advocate and provide assistance to those who have been victims of identity theft.• Track and report developing fraud trends and assist in implementing more efficient fraud mitigation policy and analytical strategies. • Make outbound calls to verify transactions, account maintenance and suspicious account level activity.

• Monitored credit card accounts for fraud mitigation purposes by detecting fraud activity on large corporate credit card accounts and taking appropriate action to prevent further fraud by restricting transactional and account maintenance activity.• Received inbound calls from customers and assisted with resolving all fraud related concerns, while determining potential fraud or credit risk with authorizations, charges, balance transfers and direct deposits. • Initiated fraud claims with customers and advised of fraud processes. • Utilized internal/external sources for investigative purposes while assessing fraud and credit risk situations on credit card accounts. • Acted as a consumer advocate and provide assistance to those who have been victims of identity theft.• Tracked and reported developing fraud trends and assists in implementing more efficient fraud mitigation policy and analytical strategies. • Make outbound calls to verify transactions, account maintenance and suspicious account level activity.

• Provided excellent customer service to the most prestigious Bank of America customers. • Solved complex account problem’s that involve communicating with customers, associates and management levels. • Empowered to make complex decisions regarding account maintenance such as placing and removing restrictive statuses, over rides, and various other decision processes.

• Responsible for handling inbound customer service calls, and resolving inquiries regarding customer’s credit card account information, in a delightful, yet efficient manner, while enforcing bank policies and procedures.• Tasks included but not limited to: adjusting fees, submitting inquiries, viewing and analyzing bank statements, point accounts, and other necessary account maintenance. • Identify “value adding” opportunities for customers, to promote sales of bank products, such as credit protection, balance transfers, identity theft products, and other opportunities that add value to the services currently offered.

• Served food at correct temperature to residents in the skilled, assistant living, and dementia units that satisfies food safety regulation.• Monitored the resident’s menu options to determine they were being fed in accordance with their specified diet.

• Supervised up to 12 people at CADSR (Center for Applied Demographics & Statistical Research.) • Monitored employees starting times, ending times, and break times of each person, Tracked and Maintained information in Microsoft Access Documents.

Interviewer • Administered over the phone Interviews with households to collect statistical data.• Persuaded respondents to participate. • Handled irate respondents in a delicate manner.