Her Story
About Faith
I've been working in customer service and fraud management for about 10 years now, starting back in 2013. Throughout my career, I've had a huge emphasis in the fraud realm, doing back office disputes and regulation-related work. I've managed multiple teams in customer service and have been involved in development programs. Currently, I'm a team manager at Merrick Bank where I manage a team of about 6 or 7 people. We handle recreational loans, making sure that customers are serviced correctly, and I handle all of the training programs. On a day-to-day basis, I focus on team management, conflict resolution, and helping with escalated cases - dealing with angry, upset customers. I also handle fraud cases, so if something comes in where someone says they didn't open an account, I do all of those investigations. My main area of expertise is probably fraud, but with a strong customer service focus. What I'm most proud of is team development - I love seeing my agents start from the very bottom and work their way up. That's happened quite a bit for me. They'll start on my team, I do the development, they become managers, and that's the most rewarding experience for me. I hold my property and casualty license, and most of my education and experience comes from work-based leadership and development training courses and certifications. Interestingly, I went to school for nursing but ended up dropping out and going to work in fraud instead.
Her Interview
Ten minutes with Faith
01What do you attribute your success to?
I think family is huge for my success. I'm a mom and a stepmom, so my family has been a driving force for me. I'm also very outspoken and I give my opinion where it's appropriate. I chose this career path because I wanted more of a work-life balance and to be able to spend time with my family and watch them grow. That work-life balance and the culture of the company I chose has been really important to me.
02What’s the best career advice you’ve ever received?
The best career advice I've ever received was probably to slow down. I know that sounds strange, but I was told that not everything needs to be perfect - just do your best and take your time. It's quality over quantity. That advice has really stuck with me and helped shape how I approach my work.
03What advice would you give to young women entering your industry?
Take the risk. Don't be afraid to put yourself out there. If there's an opportunity, don't feel afraid that you can't do it just because you don't match every single point on the list, or you don't have every single experience in a job role - just go for it. Don't let the fact that you might not check every box hold you back from pursuing opportunities.
04What are the biggest challenges or opportunities in your field right now?
I think the biggest challenge and opportunity in my field right now is having more women in this space and just diversity in general. When it comes to AI, I think it's a little bit of both helping and hindering. I believe a human touch needs to be part of any business interaction. AI can build systems to assist, like ChatGPT and those sorts of things that can guide you, but I don't want it to take over roles and take jobs from people. I think there needs to be human interaction in every transaction and everything we do.
05What values are most important to you in your work and personal life?
Family is huge for me - I'm a mom, so that's always at the center of everything I do. I would also say commitment, diversity, and inclusion are very important values to me. A big one for me is companies that stand by their mission statement - they don't just say it, they do it. I want to work with organizations that actually live their values, not just talk about them.
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