Monique James
Charlotte
Summary
Dynamic professional with extensive experience at Wells Fargo, excelling in transaction processing and fraud detection. Proven ability to lead teams and enhance customer service through effective training facilitation. Recognized for ensuring policy compliance and mitigating risk, consistently delivering results in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Banker Connection
Wells Fargo
10.2023 - Current
- Inbound calls from bankers that need assistance with processing a request from customers inside of the branch.
- Researching procedures and policies to provide the banker in order to process the request of the customer.
- A hearing to call matrix of AH, adherence, quality assurance and customer service.
Cash Control Specialist and Service Professional Pod Leader
LPL Financial
10.2023 - 10.2024
- Review transactions to determine approval based on funds availability.
- During the review of the Cash Management processes, the specialist will also be responsible for identifying, stopping and escalating items processed that are not in line with the firms policies and procedures.
- Process Review- Review checks, wires, ACH's, deposits, and journals for Quality, Risk, and to mitigate fraud.
- Daily Task must be completed in a deadline driven environment.
- Verification of Deposits- Review for Quality, Risk, and to mitigate fraud.
- Confirmation Letter Review- Review for Quality, Risk, and to mitigate fraud.
- Leading teams doing training class with things like call listening and lead On the job training and nesting period for new hire training classes.
- Took inbound calls for different departments helping advisors with the move money request and new account assistance.
Lockbox Customer Services
Conduent at Truist Bank
02.2023 - 09.2023
- Company Overview: (Contract)
- Research case’s from salesforce and CRM systems submitted by business clients needing help with issues like missing checks, credit not showing in the account.
- Process Canada currency into American currency.
- (Contract)
Fraud Claims Specialist
Wells Fargo
08.2022 - 01.2023
- Inbound calls from clients that are having issues with making a transaction due to possible fraud.
- Out bound calls to clients that may have had potential for it on their debit card or account. I need the account or court to be shut down.
Non-licensed Representative
Rand- Vanguard
01.2022 - 07.2022
- Company Overview: (Contract)
- Inbound calls from clients needing assistance with account maintenance issues.
- Trouble shoot web access to online accounts.
- Help with resetting password, walk through on how to sign up for online account.
- Assist clients with forms and access all form and their message portal.
- (Contract)
Contract Trainer
Mecklenburg County Public Health
11.2021 - 01.2022
- Company Overview: (Contract)
- Provide direct support in an assigned Charlotte- Mecklenburg school location related to Covid-19 prevention, response and intervention needs.
- Under direction of CMS school leadership and Mecklenburg County Health staff, the position will implement and manage Covid-19 contact tracing and testing protocols on an individual school level.
- The position will also assist with communication and follow up for student, parent and staff related to Covid-19 contact tracing and testing processes and isolation and quarantine.
- (Contract)
Evicore Health
11.2020 - 07.2021
- Company Overview: Cigna- Care Coordinator
- Coordinate service and supplies for patients that need durable medical equipment, home health care service, home infusion and sleep pap equipment and supplies.
- Outbound calls to patients, providers and suppliers for service validation (ETA of supplies and services).
- Cigna- Care Coordinator
Education
Diploma -
Winford University, Online High School
01.2008
Skills
- Transaction processing
- Cash management
- Fraud detection
- Risk assessment
- Customer service
- Policy compliance
- Team leadership
- Training facilitation
Timeline
Banker Connection
Wells Fargo
10.2023 - Current
Cash Control Specialist and Service Professional Pod Leader
LPL Financial
10.2023 - 10.2024
Lockbox Customer Services
Conduent at Truist Bank
02.2023 - 09.2023
Fraud Claims Specialist
Wells Fargo
08.2022 - 01.2023
Non-licensed Representative
Rand- Vanguard
01.2022 - 07.2022
Contract Trainer
Mecklenburg County Public Health
11.2021 - 01.2022
Evicore Health
11.2020 - 07.2021
Diploma -
Winford University, Online High School
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