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financial crimes specialist 2 resume example with 7+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Customer-centric, Bilingual (English -Spanish) Call Center Representative with a history of production in inbound and outbound call centers. Routinely singled out for high-volume,  High-quality work within deadline -intensive settings spanning collections, and customer service areas.

Skills
  • Call center transactions
  • Multi-line phone talent
  • Detail-oriented
  • Skilled problem solver
  • Employee relations
  • Planning and organization
  • Strong client relations
  • Insurance policy review
  • People-oriented
  • Quick learner
  • Goal-oriented
  • Training development aptitude
  • Exceptional time management skills
  • Active listening skills
  • Credit card processing
  • Exceptional communication skills
  • Strong conflict resolution skills
  • Personable
  • Computer literate
  • MS Office Suite
  • POS systems knowledge
  • Strong interpersonal skills
  • Consistently meets sales goals
  • Motivated team player
  • MS Windows proficient
  • Active Data Online
  • Claims investigation and research
  • Fluent in [english & spanish]
  • Creative problem solver
  • Credit card transactions
  • Excellent work ethic
Work History
12/2018 to 02/2021 Financial Crimes Specialist 2 Farmers Insurance | Saint Louis, MO,
  • Employee Of The Month July 2019 & December 2019.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • 1+ years of Conducting research on filed/New claims due to fraudulent and non fraudulent activity, Debit, ACH 2.0, ATM/Pin, dual
  • Utilize various research tools and multiple systems Hogan, Dat,Civ, Visa,Tranview,3vr,C.L.A.I.M.S,Reg-e,PVSI
  • Protect customers from fraud losses.
  • Filed and Dispute claims Fraud/Non-Fraud
  • Conduct Through questionnaires while Documenting and researching all required information to assist customers in resolving their fraud or merchant dispute.
  • Researching claims and decision making to obtain conclusion.
  • Asses issues , Make quick decisions, Implement solutions and influence change.
  • General ledger experience.
  • Communication with merchant and customers as well within line of business.
08/2018 to 11/2018 Political Telephone Interviewer SSI Survey Sampling International | City, STATE,
  • Handled outbound calls about 500 calls a day. 
  • Responsible for conducting surveys over the phone.
  • Followed call center protocols when notifying participants of the purpose.
  • Gathered data and insights from participants during telephone interviews.
  • Provided quality customer service to earn satisfaction ratings.
  • Documented records of call information.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
  • Asked open-ended questions to assess customer needs.
  • Documented all customer inquiries and comments thoroughly and quickly.
04/2014 to 02/2017 Customer Care Sr Assistant Xerox Commercial Solutions LLC | City, STATE,
  • Handled daily heavy flow of Inbound Calls In English And Spanish. 
  • Handle phone calls related to consumer and credit card transactions.
  • handled variety of different credit card branches.
  • Responded to all customer inquiries thoroughly and professionally.
  • Assisted cardholders with understanding their credit card transactions, processing payments Per Account.
  • Assisted cardholders with online guidance  step by step instructions with enrolling for online banking, trouble with login in to personal banking accounts. Making sure cardholders were having an outstanding banking experience.
  • Resolved online banking inquiries.
  • Processed returned mail. 
  • Working with various types of technology and software.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Referred unresolved customer grievances to designated departments for further investigation.
04/2010 to 09/2012 Financial Services Agent IQor Inc. | City, STATE,
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Assisted Customers with Processing payments, setting up payment arrangements, Securing payment Arrangement. 
  • Conducted effective inbound calls utilizing professional skills and techniques to identify customer root cause for delinquent account status, drove a solution to correct the issue and gained  payment on outstanding invoices.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Education
Expected in GED | Coolidge High School, Coolidge, AZ GPA:

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Resume Overview

School Attended

  • Coolidge High School

Job Titles Held:

  • Financial Crimes Specialist 2
  • Political Telephone Interviewer
  • Customer Care Sr Assistant
  • Financial Services Agent

Degrees

  • GED

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