Sade Jenkins

PROFESSIONAL SUMMARY

Detail-oriented financial services professional with over 3 years of experience in customer service, account servicing, and risk-sensitive environments. Currently a FAST Specialist at U.S. Bank supporting frozen and restricted accounts, with strong knowledge of fraud indicators, account security protocols, and regulatory compliance. Proven ability to analyze account activity, document findings accurately, and collaborate with internal teams to mitigate risk. Seeking to transition into a Fraud Operations Analyst role to further support fraud prevention and operational integrity.

CORE SKILLS

• Fraud & Risk Awareness
• Account Restrictions & Frozen Accounts
• Transaction Review & Investigation Support
• Regulatory & Compliance Adherence
• Confidential Customer Data Handling
• Analytical Problem Solving
• Documentation & Case Notes
• Escalation & Resolution Processes
• Time Management & Accuracy
• Customer Impact Mitigation

Systems & Tools:
Microsoft Excel | Microsoft Outlook | Microsoft Office Suite | SharePoint | CRM Systems | Call Documentation Tools

PROFESSIONAL EXPERIENCE

U.S. Bank — Remote

FAST Specialist (Frozen Account Specialty Team)
04/2025 – Present

• Support customers with frozen and restricted prepaid accounts, ensuring compliance with fraud prevention and regulatory guidelines
• Review account activity and transaction history to identify potential fraud indicators, unauthorized activity, or risk concerns
• Accurately document case details, customer interactions, and findings for internal review and resolution
• Apply bank policies and procedures consistently while balancing customer experience and risk mitigation
• Partner with internal teams to escalate cases appropriately and ensure timely resolution
• Maintain strict confidentiality and data protection standards

U.S. Bank — Remote

Prepaid Customer Service Representative (Frontline I)
05/2023 – 04/2025

• Assisted customers with prepaid account inquiries including transactions, disputes, account access, and security concerns
• Identified irregular activity and escalated potential fraud-related issues per established procedures
• Delivered clear, compliant communication regarding account actions and next steps
• Met performance metrics while maintaining high accuracy and documentation standards
• Built a strong foundation in banking regulations, customer protection, and operational workflows

• Provide excellent service to callers regarding claims for multiple lines of business; to expedite the claims application process and provide detailed claim notes on all calls
• • Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes
• • Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status

• Resolve issues with one call / one person

response; and to direct calls to appropriate escalation path as needed.

• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Monitored security and handled incidents calmly.
• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.

• Maintained a clean, organized and aesthetically pleasing store front