Online Fraud And Claims Operations Team Lead Resume Example Company Name

ONLINE FRAUD AND CLAIMS OPERATIONS TEAM LEAD

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, Company Name, April 2018-March 2021City, State

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, Company Name, October 2017-April 2018City, 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, Company Name, September 2015-October 2017City, 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, Company Name, September 2012-August 2015City, 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 DiplomaMurray High School, , CityJune 2010

Associate of ScienceSoftware Engineering, Salt Lake Community College, City

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

Online Fraud and Claims Operations Team Lead Resume Example

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