DESEAN MCCURDY
Newark
Summary
Financial services professional with experience in loan servicing, fraud investigation, and customer account support. Skilled at resolving complex account inquiries, investigating account activity, and delivering exceptional customer service in fast-paced financial environments. Known for strong communication, documentation accuracy, and the ability to build trust with customers while ensuring compliance with company policies and financial regulations.
Overview
10
10
years of professional experience
Work History
Servicing Specialist
Sallie Mae
New Castle
2025.05 - Current
- Acted as primary point of contact for customers, responding to inquiries and providing accurate information on loan products, services, and company policies to enhance customer understanding.
- Assist customers with account inquiries, payment questions, and servicing requests, ensuring timely and effective resolutions.
- Utilize multiple internal tools, systems, and resources to research accounts and resolve customer concerns efficiently.
- Provide clear guidance to customers regarding available options and next steps related to their accounts.
- Maintain accurate documentation of customer interactions, inquiries, and resolutions in designated systems to ensure compliance and proper record keeping.
- Delivered positive customer experience by balancing productivity, quality, and compliance standards, ensuring customer satisfaction and loyalty.
Fraud Specialist
Barclays
2022.07 - Current
- Review account thoroughly to determine the potential for fraudulent activity
- Reviewing thoroughly the credit applications to determine applicant and data validity
- Completed audit documentation for compliance purposes
- Use various tools to verify the validity of customers accounts
- Maintaining professional verbal and written communication standards
- Detecting and investigating suspicious activities on accounts
- Collaborate cross-functional teams to refine fraud prevention strategies
- Proficient in utilizing Lexis Nexus
- Prepare and file SARs for accounts that have been detected to have fraud activity
Customer Service Representative
Discover Card
2019.12 - 2021.03
- Handle routine customer service inquiries and problems for one to three call-type functions via telephone, digital, or chat channels
- Navigate a computerized system for responding to and/or troubleshooting customer questions, which includes using standard screens, scripts, and procedures
- Utilizes effective verbal communication and problem-solving skills to handle customer service inquiries
- Uses discretionary authority to satisfy the customer within reasonable limits including but not limited to adjustments or credit limit increases
- Documents customer accounts
Co-Manager
Pink/Victoria Secret
2019.06 - 2019.12
- Lead the sales floor while assigned to the role of Customer Sales Lead and ensuring the team is delivering the best buying environment for the customer
- Reviewed business insight by reviewing total store results daily, weekly and monthly and lining behaviors to actions
- Lead overall appearance and presentation of merchandising strategies of the brand by executing brand guide planning, mapping and final execution of floor set
- Ensured associates and leadership understand and maintain visual merchandising standards of the store
- Executed store opening and closing procedures
Sales Associate
Rue 21
2015.11 - 2019.06
- Greeted customers and determined their needs and wants
- Recommended merchandise based on individual requirements
- Advised customers on utilization and care of merchandise
- Provided advice to clients regarding products or services
- Explained the use and advantage of merchandise to customers
- Operated POS cash register and assist with counting money in the cash drawers to ensure the amount is correct
Education
High School Diploma -
Newark High School
Newark, DE2015-06
Skills
- Customer service
- Account management
- Fraud detection
- Documentation accuracy
- Cross-functional collaboration
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Conflict resolution
Activities
- Volunteer with delivering and distributing food and clothing to the public.
- Assisted with preparing and serving meals when needed.
Timeline
Servicing Specialist
Sallie Mae
2025.05 - Current
Fraud Specialist
Barclays
2022.07 - Current
Customer Service Representative
Discover Card
2019.12 - 2021.03
Co-Manager
Pink/Victoria Secret
2019.06 - 2019.12
Sales Associate
Rue 21
2015.11 - 2019.06
High School Diploma -
Newark High School