1. Coleen Walls
NewCastle, DE Home: 302-322-7658 Cell: 302-668-7071 E-mail: cw19720@aol.com
EDUCATION
University of Delaware, Newark, DE
BA in English/Journalism with a minor in Women’s Studies
EXPERIENCE
Bank of America
Fraud Analyst 3/15-Present
Working in a fast paced servicing area with the need to support the inbound call center while
meeting production and quality goals such as Average Handle Time, Availability, and Quality.
Processing of credit line increases, overrides, travel flags, lost/stolen reports, educating
customers on dispute processing, removing authorizations at merchant request, transferring
misrouted calls to appropriate areas, submitting customer complaints, submitting of S.A.R.’s
documents, and updating of all customer contact information.
Credit Analyst II 11/ 2013-11/2014
• Review applications and make decisions regarding creditworthiness for the issuing of credit cards
for unsecured lines of credit for businesses.
• Apply all underwriting criteria to determine credit lines within approval authority limits.
• Analyze business and personal account data to ensure appropriate balance
between risk mitigation and profitability
• Utilize organizational and analytical skills to evaluate Business Card credit
applications, assessing applicant’s financials in detail, including demographic
and credit bureau data, while ensuring full compliance with fraud verification
procedures
• Contribute to overall objectives by increasing outstandings and accounts while
consistently maintaining superior loan quality
• Interacted with Fraud Department to mitigate risk factors
Claims Analyst 6/2013-
11/2013
• Responsible for processing 1st Chargebacks for Bank of America Customers.
• Processed cases in a variety of 1st Chargeback roles focusing on Claims returned from CCH
(11I/11ME), DNA Past Time (16ME), and Dispute General roles (12I/12ME).
• Reviewed all supporting documentation to determine the best course of action for the Customer,
including making calls to the Customer to resolve the claim or setting the correct expectations.
• Applied all internal policies, procedures, and regulatory requirements when reviewing Customer
accounts.
• ASSETeam member and assisted with several Video Conferencing Speed Network sessions and
one face to face session.
• Qualified for the 2013 Bank of America Community Volunteers Honor Roll.
• Participated in side by sides in the Fraud Department
Claims Analyst 4/2011-6/2013
• Received inbound dispute calls and submitted necessary paperwork and adjustments to
accounts.
• Transferred calls to appropriate areas for handling.

2. • Maintained quality standards and efficiency standards.
• Top Performing Team member for seven months.
• Completed “My Environment Ambassador” certification.
• Member of LEAD for Delaware Women and MSG.
• Recipient of three Bank of America Bronze awards and two Silver awards.
• Qualified for the 2011 Bank of America Community Volunteers Honor Roll.
• Nominee for six “Be the Best Program” awards.
Wells Fargo, Wilmington, DE
Loan Document Specialist 6/2009-1/2011
• Processed loan documents for student loans meeting department goal of 12 an hour
• Placed outbound calls to customers for documentation
• Received incoming calls in reference to student loans exceeding department standards by 27%
• Worked the following reports- Commonline Transmission, Credit Follow Up, and Borrower Self
Certifications exceeding production standards.
• Received Team Top Performer award for Calls Handled exceeding After Call Work and Handle
Time department goals
• Received TCE Champion award August 2010 and award Shared Success Award September
2010
Bank of America, Newark, DE
Payment Researcher 5/2006 – 5/2009
• Responsible for researching payment rejects, payment misallocations, encoding errors, and
pulling payment copies
• Responsible for expedited inquiries
• Educated people on job function
• Contributing Writer to Lead for Delaware Women’s newsletter
• Received the May 2008 Peer Award
• Submitted S.A.R.s (Suspicious Activity Reports) to Fraud Department in reference to suspicious
payments
MBNA America, Newark, DE
Business Lending MACS Suspense Team Payment Research Reconciler 5/2005 -5/2006
• Responsible for researching payment rejects, payment misallocations, encoding errors, and
pulling payment copies
• Assisted with Billing Dispute Call Center participation
• Updated desk-top procedures
• Assisted with credit balance refunds, NSF electronic funds transfer report, Wachovia Daily
Settlement report on EXCEL
• Submitted S.A.R.s (Suspicious Activity Reports) to Fraud Department in reference to suspicious
payments
Business Lending MACS Suspense Team NSF Payment Researcher 2002-2005
• Responsible for researching NSF payment accounts to determine whether fees need to be
assessed. Tracked late fees, over-limited fees and accounts affected into an ACCESS database
• Assisted technology manager with designing ACCESS database for accessing fees on NSF (non-
sufficient funds) accounts
• Assisted with Billing Dispute Call Center participation
• Developed desk-top procedures
• January 2005, November 2004 and November 2003 Business Leader in Business Lending MACS

3. • January 2004, April 2004, May 2004, September 2004, October 2004, and November 2004
• Quality MIP award received for achieving 100% quality
90 day rotation in Collections Estate Dept 2004
Business Lending Employee Misuse Coordinator 2001-2002
• Responsible for collecting, processing, organizing, monitoring, collecting and educating on
Employee Misuse Claims
• Updated the weekly Collection Employee Misuse tracking report on EXCEL
• Tracking down and recovering funds from former employees who fraudulently used their business
card for personal use.
COMPUTER SKILLS
Proficient with Microsoft Word, Excel, PowerPoint, Expedite, Hogan, Helms, WorkDesk, Blades, Access,
APPRO, MBNA IS, BLAST and Total Systems.