Shakeena Carter Email & Phone Number

Lanham, MD, US

Arlington, Virginia, United States

• Use the ALIP software to apply customer payments from checks and credit cards towards insurance policy premiums.
• Reconcile suspense records to maintain low dollar balances. Investigate and resolve billing discrepancies or misapplied cash transactions.
• Resolve customer inquiry cases, using Salesforce for payment history statements, payment research, bill cycle changes, automatic payments, and Government allotments.
• Complete month-end, quarter-end and year end closing activities. Review various reports such as aged receivables to identify unpaid invoices. Determine appropriate course of action to collect payments.
• Experience working with generally accepted accounting principles and accounting software.
• Review invoices to ensure timely and accurate payments.

Upper Marlboro, Maryland, United States

• Functioned as the main point of contact for all incoming and outgoing wire transfers. Performed research and verbal verification procedures.
• Analyzed and verified all incoming and outgoing wires through OFAC software. Posted wire currency and fees to customer accounts.
• Input domestic wire transfers using the FRB (Federal Reserve Banking) website. Processed International wires using the Eascorp (Cambridge Mercantile Group) system.
• Responded to verbal and written customer requests for assistance with all wire investigations and wire traces.
• Performed data retention and digital document archiving for records needed during subpoena and audit requests.
• Posted various settlement journal entries into the accounting system. Balanced various general ledger subsidiary accounts.

Washington, District Of Columbia, United States

• Processed large dollar wires to fund Conventional and FHA loan closings.
• Initiated high volumes of domestic and international wire transfers for members, meeting daily production goals.
• Analyzed member account activity to prevent account takeovers, fraud, money laundering, and kiting/structuring.
• Prepared and processed all documents required for each transaction to promote accuracy and efficiency.
• Input transactions into applicable systems, maintained records of transfer procedures and reconciled general ledger accounts.
• Documented and resolved all member inquiries, while corresponding with multiple departments to complete necessary research.

Washington D.C. Metro Area

• Demonstrated knowledge and completed courses to achieve the level 2 certification as Account Operations Representative II.
• Processed check deposits, and loan payments to member accounts in a timely manner, meeting member expectations.
• Completed Payroll check distribution for the World Bank organization staff and retirees.
• Managed all Vault Currency and completed Cash Ordering for all branches using the FRB (Federal Reserve Banking) System.
• Prepared and processed foreign and domestic Tax Certification documents allowing members to complete IRS reporting.
• Audited and analyzed record databases and depositary reports to maintain data integrity and ensure staff compliance.

Washington, United States

• Completed internal training courses and awarded with the Member Service Representative level 2 certification.
• Resolved member issues promptly, educated members about products and services, and generated needs-based sales.
• Became the winner of the first ‘‘Above and Beyond the Call’’ Service Award, for providing exceptional customer care.
• Created “Best Practices” presentations to educate the Communications Center team on customer service and daily processes.
• Collaborated with the operations managers to create and update communication templates.
• Trained new employees and acted as floor supervisor/team lead as needed.

Bowie

• Managed the company’s refund check distribution and monthly capture rate report.
• Achieved the highest audit scores for 2011 and 2012 in the company.
• Reviewed asset documents and structured loans to achieve an approval based on each customer’s financial history.
• Prepared and audited legal documentation according to current state/federal laws and procedures.
• Completed Post-Closing audit and archiving.