Ashelley Marsh
Charlotte
Summary
Proactive and detail-oriented professional with over 5 years of experience managing escalated compliance issues, resolving complex digital banking inquiries, and safeguarding customer accounts in high-volume financial environments. Expertise in identifying fraud patterns, analyzing account behavior, and mitigating risk through strong investigative judgment and strict adherence to regulatory standards. Proficient in digital channel support, customer authentication, and case management systems, with a proven track record of effective collaboration across Fraud, Risk, Compliance, and Digital Operations teams to achieve accurate and timely resolutions. Recognized for streamlining processes, enhancing operational efficiency, maintaining exceptional accuracy under pressure, and strengthening controls to reduce fraud exposure while elevating customer security and satisfaction.
Overview
11
11
years of professional experience
Work History
Escalations Specialist, Compliance
Wells Fargo
06.2023 - 01.2026
- Managed escalated compliance issues for customer service representatives.
- Collaborated with cross-functional teams to resolve complex customer inquiries.
- Analyzed compliance data to identify trends and improve processes.
- Provided expertise in regulatory requirements to support operational efficiency.
- Facilitated communication between clients and internal departments for issue resolution.
- Documented and tracked escalation cases using internal systems effectively.
- Enhanced customer satisfaction through timely resolution of compliance concerns.
- Collaborated with cross-functional teams to ensure timely resolution of escalated cases.
- Ensured compliance with relevant regulations pertaining to customer complaints and escalations.
- Drafted correspondence for customers regarding their escalated cases, as well as internal communications about those cases.
- Developed processes for resolving escalated customer complaints quickly and efficiently.
- Advised customers on how best to resolve their issues without escalating them further.
- Created reports summarizing the results of investigations into high-priority customer escalations.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Investigated escalated customer cases involving suspicious digital activity, unauthorized transactions, and potential account takeover across online and mobile banking channels.
- Analyzed account behavior to identify fraud patterns, high‑risk transactions, and digital channel anomalies, ensuring accurate documentation in case management systems.
- Performed customer authentication and identity verification to secure compromised accounts, prevent unauthorized access, and reduce fraud exposure.
- Supported digital banking customers by troubleshooting login issues, credential resets, and access concerns while maintaining strict compliance with internal controls and regulatory requirements.
- Collaborated with fraud risk compliance and digital operations teams to address complex cases involving confirmed fraud.
- Maintained audit‑ready documentation, adhered to SLAs, and ensured accuracy in all investigative findings within a fast‑paced, KPI‑driven environment.
- Educated customers on fraud prevention, digital security best practices, and steps to protect their accounts from future risk.
Customer Service / permit specialist
East Coast Mechanical Services
01.2021 - 06.2023
- Trained staff on service protocols and customer interaction techniques.
- Resolved complex customer issues by coordinating with technical teams directly.
- Maintained accurate records of customer interactions in the CRM system.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Evaluated and authenticated returns, exchanges and voids.
- Led team engagement to assist cross-functional departments and achieve goals.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated with local authorities to ensure compliance with regulations.
- Reviewed and processed permit applications for various construction projects.
- Maintained accurate records of permits and statuses in the tracking system.
- Communicated with contractors to resolve permit-related inquiries and issues.
- Collaborated with team members to streamline permit approval processes.
- Maintained accurate records of all permits issued including expiration dates and fees paid.
- Collaborated with other departments within the organization on matters related to permitting activities.
- Performed administrative duties such as filing paperwork, responding to inquiries from customers via telephone or email.
- Tracked progress on pending permit applications using database software systems.
- Resolved customer complaints concerning permitting issues in an efficient manner.
Lead Teller
Wells Fargo
02.2015 - 12.2020
- Oversaw daily branch operations and ensured compliance with policies.
- Managed cash handling and balanced cash drawers efficiently.
- Trained and mentored new tellers to improve service skills.
- Provided ongoing coaching and feedback to tellers on their job performance.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Resolved customer complaints in a timely manner while ensuring compliance with banking regulations.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Tracked inventory levels of supplies necessary for daily operations.
- Reviewed customer account information to verify accuracy and resolve any outstanding issues.
- Welcomed customers and offered pleasant service during entire transaction.
- Cross-sold bank products and services to customers, meeting and exceeding sales targets.
- Performed special services for customers, ordering bank cards and checks.
- Verified amounts and integrity of every check or funds transfer.
Education
High School Diploma -
Life Skills Center
Delray Beach, FL05-2012
Skills
- Training staff
- Complex issue resolution
- Customer relationship management
- Record maintenance
- Payment processing
- Cross-department coordination
- Cash handling
- Time management
- SaaS platforms
- Computer skills
- Multitasking
- Training & Development
- Written communication
- Team building
- Microsoft Word
- Active listening
- Data entry
- Relationship building
- Problem resolution
- Networking
- Analytical
- Record keeping
- Data accuracy verification
- Sales execution
- Performance coaching
- Conflict resolution
- Staff training
- Compliance adherence
- Team leadership
- Organization
- Planning
- Customer service
- Regulatory Compliance — Understanding Reg E, UDAAP, KYC/CIP, and internal fraud policies
- Identity Verification — Authenticating customers, preventing account takeover, validating credentials
- Fraud Pattern Recognition — Spotting anomalies, linking behaviors, detecting emerging fraud trends
- Escalation Management — Handling complex cases, coordinating with Fraud/Risk/Compliance teams
- Goal setting and achievement
- De-escalation techniques
Timeline
Escalations Specialist, Compliance
Wells Fargo
06.2023 - 01.2026
Customer Service / permit specialist
East Coast Mechanical Services
01.2021 - 06.2023
Lead Teller
Wells Fargo
02.2015 - 12.2020
High School Diploma -
Life Skills Center