Lyndsey Roberts
Charlotte
Summary
Accomplished professional with a demonstrated history of delivering exceptional customer support interactions and driving continuous improvement within Risk Operations channels. Highly skilled in conducting Quality Assurance evaluations, providing constructive feedback. Proven ability to enhance individual and team performance, ensure policy adherence, and collaborate effectively to achieve shared goals.
Overview
12
12
years of professional experience
Work History
Closeout Specialist
Alacrity Solutions
08.2019 - Current
- Review closeout documentation (COS, Exception Letter, or Emergency Letter) submitted to ensure accuracy and completeness.
- Review claim comments and issues posted to ensure it is appropriate to release the requested payment.
- Communicate with contractors to ensure proper closeout documents are submitted.
- Alert Regional Field Managers when issues are noted by the insured on the Certificate of Satisfaction and when the incorrect closeout document has been attached to the file.
- Notify the PAS Supervisor when a contractor makes repeat errors while requesting funds so the contractor can be placed on hold and retrained.
- Coordinate the intake, tracking, and oversight of audit, and issue-related requests, ensuring compliance with governance protocols.
- Act as support and secondary reviewer for compliance materials utilized for carriers.
- Respond to contractor inquiries concerning PAS payment requests.
- Perform other duties as assigned
Phone Banker 2
Wells Fargo
11.2017 - 11.2018
- Conducted thorough investigations into potential money laundering activities and suspicious transactions.
- Identified and documented unusual patterns and trends in customer account activity.
- Proficient in using investigative tools and software
- Provided first call resolution by effectively listening and communicating with various Wells Fargo internal departments.
- De-escalated calls by providing friendly and courteous customer service and quick resolutions, while following federal and company compliance procedures.
- Listened to customers needs to identify opportunities for growth and expansion of services.
- Coached/trained new hires with side by side coaching to provide the knowledge and tools needed to help our customer.
- Maintained monthly metrics and goals.
- Worked with various systems, including Hogan, CIV, and ACH.
Center Manager
ACE Cash Express Inc.
09.2014 - 10.2016
- In-depth knowledge of the anti money laundering regulations.
- Performed timely verification of suspicious transactions and took immediate action.
- Made collection calls to collect payments due to delinquent accounts.
- Supervised CSR activities including but not limited to appropriate customer service transactions, processing maintenance of cash drawers and all cash handling experiences.
- Collaborated effectively within the team, fostering a culture of accountability and achievement.
- Ensured proper check cashing procedures are being followed.
- Adhered to and ensure proper Security and Loss Prevention policy/procedures are followed.
- Ensured audit compliance.
- Maintaind proper accounting procedures and ensure all reporting is completed in a timely fashion.
Lead Teller
JPMorgan Chase
05.2011 - 09.2013
- Followed corporate, regulatory, and audit guidelines.
- Conducted ATM processing
, night deposits, vault services, savings bonds and foreign currency. - Prepared and submitted Suspicious Activity Reports (SARs) to FinCEN in compliance with regulatory requirements.
- Collaborated with the Compliance and Risk Management teams to address identified risks.
- Maintained accurate and detailed case documentation.
- Maintained proper cash limits, balanced drawer, accepted deposits, cashed checks, and issued cashier's checks/money orders, traveler's checks.
- Assisted in Training new tellers Identified and pursued selling and cross-selling opportunities with current and prospective bank customers.
Education
No Degree - Accounting
Westchester Community College
Valhalla, NYHigh School Diploma -
Alexander Hamilton High School
Elmsford, NYSkills
- Quality Assurance - Customer Support - Feedback and Coaching - Shadow Sessions and Training - Performance Enhancement - Compliance Monitoring - Team Collaboration
- Document Review
- Set Goals
- Investigation and Analysis
- Effective Communication
Timeline
Closeout Specialist
Alacrity Solutions
08.2019 - Current
Phone Banker 2
Wells Fargo
11.2017 - 11.2018
Center Manager
ACE Cash Express Inc.
09.2014 - 10.2016
Lead Teller
JPMorgan Chase
05.2011 - 09.2013
No Degree - Accounting
Westchester Community College
High School Diploma -
Alexander Hamilton High School
Similar Profiles
Tabitha VanrachackTabitha Vanrachack
Desk All-Lines Adjuster (CAT) at Alacrity SolutionsDesk All-Lines Adjuster (CAT) at Alacrity Solutions
Jacob ShivettsJacob Shivetts
Hotel Account Manager at Alacrity SolutionsHotel Account Manager at Alacrity Solutions
Jennifer HuttoJennifer Hutto
Independent Claims Adjuster at Alacrity SolutionsIndependent Claims Adjuster at Alacrity Solutions