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Fraud Executive Office Specialist Resume Example

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FRAUD EXECUTIVE OFFICE SPECIALIST
Summary

Detailed-oriented Quality Assurance/Executive Office Analyst specializing in credit card fraud. Experienced in quality auditing, reporting, and process improvement. Strong problem-solving skills with attention to accuracy. Perceived as a highly positive, self-motivated, and committed team player. Demonstrated ability of successful coaching and mentoring associates.

Highlights
  • Proficient in Word, Excel, Outlook, TSYS, Verint, and NICE recording systems.
  • Consistently achieved service level goals while maintaining highest departmental accuracy rate.
  • Provided feedback in the creation of evaluation forms used for assessing adherence to departmental (Fraud Call Center) policies and procedures.
  • Demonstrated time management and organizations skills by completing the assigned monthly workload to meet departmental requirements.
  • Identified gaps in the procedures communicated to representatives related to compliance issues.
  • Mentored and trained new hires; provided coaching to peers.
Experience
Fraud Executive Office Specialist
August 2014 to Current
Johnson Brothers - Clarksville , IN

Researched and provided responses to inquiries submitted to the Chase Credit Card Executive Office via Governmental Agencies and the Chase Executive Leadership Team related to the handling of fraud claims.

Reviewed the previous actions taken in relation fraud claims to identify and report any regulatory or compliance violations.

Provided coaching if an error was identified, and took the necessary actions to resolve the issue.

Reviewed and monitored telephone calls for targeted reporting in the identification and handling of fraud escalation calls.

Quality Assurance Analyst/Consumer Practices
February 2013 to August 2014
J.P.Morgan Chase - City , STATE

Evaluated telephone calls and cases worked by Fraud Representatives and completed targeted monitoring assignments across various lines of business to ensure call quality and consistency.

Worked closely with other Quality Assurance Analysts and members of Fraud Leadership in an effort to increase quality scores, customer satisfaction scores, and the customer experience across all Fraud lines of business and sites.

Facilitated information flow between customer service, account management operations, quality assurance, and training departments to guarantee call center objectives were met.

Recommended process improvements to enhance efficiency and effectiveness of Fraud Call Center operations.

Card Services Executive Office Advocate
January 2009 to February 2013
J.P.Morgan Chase - City , STATE

Researched and responded to written correspondence that had been addressed to the Executive Leadership Team and Government Agencies related to credit card inquiries and complaints covering all departments.

Handled incoming customer telephone calls that had been transferred as the highest level of escalation.

Mastered organization, group, and independent working skills; assisted team members with questions or problems they may have.

Meet monthly goals in quality and service level.

Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

Customer Service Representative
January 2008 to January 2009
J.P.Morgan Chase - City , STATE

Fielded incoming phone calls in a fast-paced Call Center environment.

Complied with regulatory requirements including Bank Secrecy Act, Anti-Money Laundering, OFAC, and USA Patriot Act.

Delivered prompt, accurate and excellent customer service.

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How this resume score could be improved?

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Resume Overview

Job Titles Held:

  • Fraud Executive Office Specialist
  • Quality Assurance Analyst/Consumer Practices
  • Card Services Executive Office Advocate
  • Customer Service Representative

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