Jolie McKinney
New Castle,VA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
Work History
Senior Fraud and Claims Representative
Wells Fargo Bank, N.A.
02.2017 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Analyzed claim trends to anticipate potential issues and proactively adjust processing strategies.
- Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
- Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed.
Loan Servicing Specialist
Wells Fargo Bank, N.A.
04.2010 - 03.2016
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Participated in continuous improvement initiatives aimed at enhancing operational efficiency within the Loan Servicing department.
- Analyzed 50 credit reports daily to calculate required property flood insurance coverage
- Enhanced customer satisfaction through timely resolution of loan servicing issues.
- Maintained a strong working knowledge of federal regulations, staying up-to-date on changes affecting the industry
- Mentored new employees and performed quality assurance reviews to ensure accuracy
Credit Card Specialist
Wells Fargo Bank, N.A.
07.2007 - 04.2010
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Enhanced operational efficiency by developing and updating internal processes and procedures related to credit card operations.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Maintained strong working knowledge of relevant regulatory requirements affecting the credit card industry, ensuring ongoing compliance within operations.
Education
High School Diploma -
Craig County High School
Newcastle, CA06.1991
Skills
- Claims investigation
- Time management
- Data entry
- Decision-making
- Proficient in Microsoft Word and Excel
- Documentation review
- Conflict resolution
- Claims processing
- Attention to detail
- Teamwork and collaboration
- Multitasking Abilities
Timeline
Senior Fraud and Claims Representative
Wells Fargo Bank, N.A.
02.2017 - Current
Loan Servicing Specialist
Wells Fargo Bank, N.A.
04.2010 - 03.2016
Credit Card Specialist
Wells Fargo Bank, N.A.
07.2007 - 04.2010
High School Diploma -
Craig County High School
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