Jessica Claire
- , , 100 Montgomery St. 10th Floor
- (555) 432-1000
- 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
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Experience
Online Fraud and Claims Operations Team Lead, 04/2018 to 03/2021
Hd Supply – Diamond Bar, CA,
Hd Supply – Diamond 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 Bank – City, STATE,
Wells Fargo Bank – City, 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 Bank – City, STATE,
Wells Fargo Bank – City, 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,
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,
Murray High School - Murray UT,
Associate of Science: Software Engineering, Expected in
Salt Lake Community College - Salt Lake City, UT,
Salt Lake Community College - Salt Lake City, UT,
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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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