Livecareer-Resume
Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Focused Fraud Analyst with highly developed skills that truly shine when identifying anomalies and teaming up with staff members for brainstorming purposes. A valuable and committed professional with dynamic communication and interpersonal skills, Organized and motivated employee eager to apply time management and organizational skills in various environments and Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated.

Skills
  • Fraud patterns
  • Reporting and alerts
  • Verbal and written communication
  • Telephone and email etiquette
  • Account information review
  • Computer skills (10Key, Navigation, Software troubleshooting. Etc)
  • Training & Development
  • MS Office
  • Flexible
  • Succesfully developed and electronic Adherence tracker to keep accountability high within teams in department
Experience
Online Fraud and Claims Operations Team Lead, 04/2018 to 03/2021
Hd SupplyDiamond Bar, CA,
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Identified fraud patterns and anomalies through analysis of large quantities of data.
  • Participated in group discussions with team members to develop new ways to combat fraud.
  • Completed required investigations on referred files ahead of deadlines, typically within 10 Business days.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Improved operations by working with team members and customers to find workable solutions.
  • Provide Coaching and assistance to front line specialists.
  • Analyzed reports regarding call volume and call reasons to provide solutions to keep scheduling and adherence within required metrics
  • Take escalated calls to provide customer with best possible experience
  • Keep record and process many types of requests including: Pledge Requests, Redlight Referrals, hard Hold requests, and wire recalls
  • Review case work for front line specialist to ensure accurate and efficient reporting
Fraud Claims Specialist 3, 10/2017 to 04/2018
Wells Fargo BankCity, STATE,
  • Provide Assistance to customers with fraud claims and referrals, making sure they are adequately secured
  • Build and work cases to provide a secure environment for a customer to resolve a fraud issue that has occurred
  • De-escalate calls to make sure customers are taken care.
  • Provide pertinent information to customers while keeping up with all banking regulations and policies regarding their requests
  • Input information regarding fraud investigations into detailed reports for submission to clients.
  • Identified fraud patterns and anomalies through analysis of large quantities of data.
  • Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
  • Completed required investigations on referred files ahead of deadlines, typically within 10 Business days.
  • Scrutinized incidents in which insurance or credit card fraud was alleged to have occurred.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Collections Associate, 09/2015 to 10/2017
Wells Fargo BankCity, STATE,
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.
  • Located debtors by utilizing skip tracking and other strategies.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Conveyed current account information and obtained payments
  • Mentored new members on scripts, strategies and company information to maximize performance.
  • Accepted and processed customer payments and applied toward account balances.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
Floor Lead 3, 09/2012 to 08/2015
Convergys(Us Bank)City, STATE,
  • Identified appropriate solutions to minimize issues and quickly solve problems.
  • Instructed staff on procedures for handling difficult transactions.
  • Managed 36+ employees.
  • Trained and developed employees through constructive feedback and focus on long-term career growth.
  • Established, enforced and optimized departmental procedures and goals to optimize team performance and productivity.
  • Wrote and submitted reports.
  • Assist with scheduling of the department to make sure there is coverage throughout the day and night to efficiently keep the department efficient
  • Utilize reporting for business metrics to guide team member coaching and performance management.
Education and Training
High School Diploma: , Expected in 06/2010
Murray High School - Murray UT,
GPA:
Associate of Science: Software Engineering, Expected in
Salt Lake Community College - Salt Lake City, UT,
GPA:

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Resume Overview

School Attended

  • Murray High School
  • Salt Lake Community College

Job Titles Held:

  • Online Fraud and Claims Operations Team Lead
  • Fraud Claims Specialist 3
  • Collections Associate
  • Floor Lead 3

Degrees

  • High School Diploma
  • Associate of Science

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