Fraud Specialist Resume Example

• 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

● 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

● 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.