Keenesha M. Miller
Wilmington
Summary
Customer relations and financial services expert with over 30 years of experience in dispute resolution, fraud prevention, and regulatory compliance. Proven ability to investigate complex consumer credit issues and train new employees effectively. Strong collaboration skills enhance customer satisfaction and operational efficiency across departments.
Overview
36
36
years of professional experience
Work History
Principal Specialist, Credit Bureau Reporting and Disputes
Sallie Mae
New Castle
01.2014 - Current
- Investigate and resolve complex consumer credit reporting disputes in compliance with the Fair Credit Reporting Act (FCRA).
- Analyze credit bureau information to ensure accurate reporting, account maintenance, and regulatory compliance.
- Utilized e-OSCAR, Metro 2 standards, Salesforce CRM, ServiceNow, SharePoint, and internal dispute systems to research and resolve customer account concerns efficiently.
- Researched customer concerns and provided accurate resolutions promptly, ensuring high levels of customer satisfaction.
- Serve as Subject Matter Expert (SME) for the Trade Block Report, providing technical guidance and support to team members and leadership.
- Mentor and train newly hired employees on dispute resolution procedures, regulatory requirements, systems, and department processes.
- Partner with internal departments to resolve account discrepancies and improve customer outcomes.
- Maintained detailed documentation, consistently meeting quality and compliance standards.
- Participate in special projects and continuous improvement initiatives supporting operational excellence.
Fraud Prevention Specialist
Sallie Mae
New Castle
10.2012 - 01.2014
- Reviewed account information to identify suspicious trends and fraud indicators, enhancing detection capabilities.
- Investigated fraudulent student loan applications and account activity to mitigate financial risks.
- Conducted detailed investigations to safeguard customer information and protect company assets.
- Escalated high-risk cases for further review while maintaining compliance with company policies.
Collections Specialist
Sallie Mae
New Castle
04.2010 - 10.2012
- Assisted borrowers in exploring repayment options and implementing effective account resolution strategies.
- Negotiated payment arrangements while maintaining positive customer relationships.
- Managed delinquent student loan accounts, ensuring timely resolution while delivering customer-focused service.
- Achieved department quality and performance standards consistently through diligent account management.
Loan Processor
HSBC
New Castle
12.1995 - 07.2008
- Reviewed financial documentation and resolved account discrepancies to enhance accuracy in loan processing.
- Processed consumer loan applications and supporting documentation, ensuring compliance and minimizing errors.
- Collaborated with customers and internal business partners to streamline loan processing and improve turnaround times.
- Maintained compliance with banking regulations and company procedures.
- Reallocated funds for merchant credit accounts while ensuring proper account handling.
Fraud Investigator
FCC National Bank
Wilmington
02.1990 - 05.1994
- Reviewed transaction histories and account activity to pinpoint fraudulent behavior, enhancing overall fraud detection efforts.
- Investigated suspected fraudulent activity in personal lines of credit and merchant accounts, leading to timely interventions.
- Documented investigative findings and recommended appropriate actions.
- Collaborated with internal departments to develop strategies that mitigated financial risk.
Education
Bachelor of Science - Industrial-Organizational Psychology
University of Phoenix
Phoenix, AZ04-2027
High School Diploma -
William Penn High School
New Castle, Delaware06-1991
Skills
- Credit reporting
- E-Oscar reporting compliance
- Metro 2 standards adherence
- Dispute resolution systems
- Fraud prevention and investigation
- Regulatory adherence
- Complaint resolution
- Incident management
- Process improvement
- Data analysis
- CRM systems management
- Document management
- Dispute management platforms expertise
- Consumer lending
- Microsoft Office proficiency
- Critical thinking and problem solving
- Customer relations and experience
- Relationship building
- Written and verbal communication
- Confidential information handling
Accomplishments
- Served as a mentor and trainer for new hires throughout my career by providing guidance on policies, procedures, systems, and best practices.
- Recognized as the Subject Matter Expert (SME) for the Trade Block Report within Credit Bureau Reporting and Disputes, providing expertise and support to team members and leadership.
- Participated in cross-functional projects and process improvement initiatives designed to improve operational efficiency, customer experience, and compliance practices.
- Developed strong partnerships across departments to resolve complex customer concerns and improve business processes.
- Supported team success by sharing knowledge, coaching peers, and contributing to a collaborative work environment.
Timeline
Principal Specialist, Credit Bureau Reporting and Disputes
Sallie Mae
01.2014 - Current
Fraud Prevention Specialist
Sallie Mae
10.2012 - 01.2014
Collections Specialist
Sallie Mae
04.2010 - 10.2012
Loan Processor
HSBC
12.1995 - 07.2008
Fraud Investigator
FCC National Bank
02.1990 - 05.1994
Bachelor of Science - Industrial-Organizational Psychology
University of Phoenix
High School Diploma -
William Penn High School