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.
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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.
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.
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.
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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