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Risk Operations Resume Example

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RISK OPERATIONS
Summary

Experienced in financial services, customer care in the banking, collections, customer service and telecommunications industry. Knowledgeable, analytical, and personable with excellent problem solving skills. Proven ability to drive business, sales revenue and improve efficiencies while maintaining the highest standards in customer service and adherence to regulatory guidelines.

Highlights

Troubleshooting proficiency

Exceptional telephone etiquette

Patient and diligent

Vast technical knowledge


Experience
IntuitMay 2014 to December 2015Risk Operations
Woodland Hills, CA
  • Risk Operations - Specialized in fraud prevention and detection with an emphasis in: Preventing fraud schemes, account takeovers and identity theft.
  • Ensured compliance with company policies and procedures.
  • Review, evaluate and analyze merchant relationship activity with significant loss exposure in order to identify red flags and/or fraud indicators for unauthorized changes and/or fraudulent activity.
  • Take appropriate measures to protect the company's assets and minimize loss by communicating with the Risk Analyst and teaming up to gather all information possible to help with review in progress.
  • Preformed thorough investigative research for accounts under review and referred to upper management for full review.
  • Responsible for reviewing bank statements, requesting invoices and gathering card holder information to verify transaction and ensure merchant can support what is processing.
  • Chargeback - Responsible for investigating and reversing credit card charges disputed by the account holder.
  • Process refunds to the merchant or cardholder Track chargebacks and refer fraudulent activity to the appropriate department.
  • Monitor chargeback practices Recommends ways to reduce fraud and increase revenue for merchants.
  • Investigate chargeback deduction balances and provides solutions to reconcile differences Collection - Conduct inbound and outbound collection calls for the purpose of resolving the delinquency status of past due customers.
  • All Collection cases originated from chargebacks that merchants are not able to cover.
  • Arrange payment plans, and educated merchant on collection procedure to bring account current.
  • Underwriting - Ensured that the credit card processing application is complete, and that all the required support documentation is included with account being applied for.
First Service NetworkMay 2013 to May 2014Customer Service
Norwalk, CA
  • Managed quality communication, customer support and product representation for each client.
  • Assisted local, regional and national spread out accounts.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Served as the company's bilingual Spanish/English customer service representative.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Created back stops, dispatched calls to service contractors, approved quotes and order parts where part of my daily routine.
DirectvMay 2011 to December 2013Customer Service
Los Angeles, CA
  • Supported and provided superior service via phones, e-mails and faxes as a receiver and caller.
  • Used questioning and listening skills that support effective telephone communication.
  • Renewed contracts of previous DirectTV customers by offering incentives to return Overcame obstacles and presented benefits of bundled business products.
  • Understood the impact of attitude in handling calls professionally.
  • Effectively dealt with job stress, angry callers, and upset customers
Bank Of AmericaApril 2010 to April 2011Collection
Pasadena, CA
  • Contacted high risk customers in order to secure payment and determine reason for delinquency on active loan/credit card accounts.
  • Outbound collections calling to recover funds on charged off accounts.
  • Delivered high customer service to mitigate loss to bank on delinquent accounts.
  • Probed customers to obtain additional financial information to setup a low interest 5 year payment plan.
  • Highest ratio of settlement/per calls taken in cal center.
Westlake Financial March 2008 to March 2010Customer Assistance
Los Angeles, Ca
  • Handled a high influx of inbound/outbound calling pertaining to the reconciliation of delinquent accounts for a finance company issuing loans to sub-prime customers.
  • Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and following up to ensure resolution.
  • Contributed to team effort by accomplishing related results as needed by company goals and standards.
Education
Los Angeles High SchoolHS DiplomaLos Angeles, CAStudent body government representative. Coursework in Business, and Communications
Languages
Bilingual (Spanish)
Skills

10-Key, 60 WPM, Account Management, Active Learning, Client Relations, Computer Proficiency, Coordination, Creative Problem Solving, Critical Thinker, Customer Needs Assessment, Data Collection, Time Management, Multi-Task Management, Organizational Skills, Enthusiastic People Person

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Resume Overview

Companies Worked For:

  • Intuit
  • First Service Network
  • Directv
  • Bank Of America
  • Westlake Financial

School Attended

  • Los Angeles High School

Job Titles Held:

  • Risk Operations
  • Customer Service
  • Collection
  • Customer Assistance

Degrees

  • HS Diploma

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