Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

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.

  • 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
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,
Associate of Science: Software Engineering, Expected in
Salt Lake Community College - Salt Lake City, UT,

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

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


  • High School Diploma
  • Associate of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: