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Fraud Specialist Resume Example

Resume Score: 80%

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SH
FRAUD SPECIALIST
Professional Summary

Trustworthy and empathetic Customer Service Representative accomplished in software troubleshooting and up-selling Premium memberships. Dedicated to keeping excellent customer interaction records.

Work History
JPMorgan Chase Bank N.A - Fraud SpecialistSan Antonio, TX11/2018 - Current
  • Contacted customers directly to notify of fraudulent activity and minimize impacts
  • Summarized all key information regarding investigation into detailed report for delivery to client
  • Consistently demonstrated ownership while resolving complex customer service issues
  • Researched fraud claims from partner merchants and customers
  • Maintained standards of customer focus
    Facilitated escalation of issues to appropriate internal partners
  • Assisting customers who have experienced fraud on their online banking
  • Verifying or identifying transactions to detect or prevent financial crime activities in order to mitigate risk or recover losses
  • Determining level of compromise and taking appropriate security measures to protect the customer from additional fraud
Wells Fargo - Collections SpecialistIrving, TX03/2016 - 10/2018
  • Researched accounts and completed due diligence to resolve collection problems
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account
  • Recorded all information regarding financial status of customers
  • Negotiated to collect balance in full
  • Achieved performance goals on consistent basis
  • Processed payments and applied to customer balances
  • Handled 100 or more outbound and inbound calls daily with goal of collecting owed debt
  • Used skip tracing (LEXUS NEXUS , GUI) and other techniques to locate debtors
  • Recorded commitments to repay debt by setting a "Promise To Pay" which included date customer would be making a payment, the amount and how the payment would be sent in (mail, branch,online or over the IVR system)
  • Sent statements of delinquencies to credit bureau due date to due date
  • Initiated repossession proceedings or hand over account to law practiced that specializes in debt collection
  • Purged records if debt has been satisfied
  • Report satisfied debts to credit bureaus
  • Followed federal and state laws dealing with debt collection no voicemails in 5 boroughs of NY & CT staying in compliance
  • FDCPA Standard ( Federal Debt Collection Practice Act)
  • Informed client of Miranda statement when speaking with right party contact
Nationwide Mutual Insurance Company & Affiliated Companies - Member Service RepresentativeSan Antonio, TX01/2015 - 02/2016

● Determined the proper course of action for claims processing.

  • Scored in top 20% of employees for successful Quality Assurance que calls
  • Responded to all customer inquiries thoroughly and professionally
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
  • Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers
  • Add/ replace drivers on auto policies
  • Updated policies based on requirements
  • Serviced umbrella and property policies regarding questions customers have
  • Informed customers of annual increases and broke down billing inquiries
  • Assisted underwriting in reinstating policies based on flags per policy
  • Assisted insurance agents with quotes for new policies
  • Issued Proof Of Insurance cards to members and third party contacts including (auto dealerships, Lien holders, police, apartment homes,DMV)
  • Provided coverage information to third parties verifying POI (Proof Of Insurance)
  • Assisted members wanting to lower monthly payments with qualifying discounts. (multi car
    discount, driver ed courses)
  • Issued Fax , Print , E-mail
  • Followed up with members by giving work Email for any questions or concerns regarding policies concerns
  • Gathered and verified all required customer information forprivacy guidelines policy number, fullname , full home address, Email, Social Security number, date of birth
Sears Holding Corporation - Technical Support RepresentativeSan Antonio, TX02/2014 - 12/2014

● Effectively managed a high-volume of inbound and outbound customer calls.
● Answered a constant flow of customer calls with up to 112 calls in queue per minute.
● Addressed and resolved customer product complaints empathetically and professionally.
● Gathered and verified all required customer information for tracking purposes.
● Acted professionally and patiently when addressing negative customer feedback.
● Troubleshooted appliances via phone before sending out technicians to home.
● Resolved service, pricing and technical problems for customers by asking clear and specific questions.
● Set Appointments for techs to service home Appliances.

Skills
  • Microsoft Office
  • Microsoft Word
  • Microsoft Outlook
  • Microsoft Excel
  • Microsoft Power Point
  • Microsoft Access
  • Email
  • Technical/ProductKnowledge
  • Computer Competence
  • Understanding of
    Customer Psychology
  • Typing
  • Mathematics
  • Clear Communication
  • Leadership
  • Negotiation
  • Complaint Resolution
  • Politeness/Etiquette/Tact
  • Adaptability
  • Cross Selling/UpSelling
  • Building Customer Loyalty
  • Empathy and Compassion
  • Problem Solving
  • Teamwork
  • Time Management
  • Attention To Detail
Education
01/2014Fort Worth CAN AcademyFort Worth, TXHigh School Dioloma: High School
Expected in 05/2024Southern New Hampshire UniversityHooksett, NHBachelor of Applied Science: Human Resources Management
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Resume Overview

Companies Worked For:

  • JPMorgan Chase Bank N.A
  • Wells Fargo
  • Nationwide Mutual Insurance Company & Affiliated Companies
  • Sears Holding Corporation

School Attended

  • Fort Worth CAN Academy
  • Southern New Hampshire University

Job Titles Held:

  • Fraud Specialist
  • Collections Specialist
  • Member Service Representative
  • Technical Support Representative

Degrees

  • High School Dioloma : High School
    Bachelor of Applied Science : Human Resources Management

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