Properly track, record, and store all fraud information.  Set up claims.  Thoroughly research,investigate, and retrieve all relevant data from various sources such as Lexis Nexis and CreditBrowser to resolve claim.  Determine financially responsible party.• Provided Case Management account research handling escalated issues requiring decision making skills while adhering to the execution of policy expectations • Meet and exceed department metrics consistently• Identify areas of potential process improvement with in the role and department • Co- located with Inbound Fraud protection, supporting a new department of 300 associates

High energy position that interacts with all departments and partners across the Capital Onenetwork. Role requires being skilled at diffusing, act as customers advocate, taking ownership untilcustomer issue is resolved.  Requires multitasking, self-managed at a high level of efficiency in usingsystems and tracking data in various databases. Receive and document cardholder complaints, thenprovide feedback to phone agents and Unit Managers.• Worked collaboratively with agents on various projects and developed new initiatives• Promoted to team lead to assist management and gain additional experience

Assist customers and supervise agents to process incoming Regulation Automated Clearing Housedisputes, execute fees and interest credit adjustments, strong communication skills required tointeract with internal and external customers, commercial clients, financial institutions and regulatoryagencies on a daily basis. Establish balancing and settlement procedures adhering to AutomatedClearing House rules, complete daily Automated Clearing House research and inquiries from internaland external partners• Department SME (Subject Matter Expert) worked directly with multiple departments to solve complex issues and concerns to provide an excellence customer experience • Continued participation in Mission Ambassador program

Interact with customers by phone to file dispute claims, make necessary financial adjustments, and work with Visa and MasterCard as it pertains to rules and regulations. Properly track and store claim information. Provide each customer with exceptional customer service.• Won “Shining Star Award” for highest department metrics • Selected by department manager to be a Mission Ambassador

Interact with customers by phone to investigate account activity in an effort to identify fraud, verify account activity and customer identity. Properly track and store claim information. Provide each customer with exceptional customer service.• Selected by manager to serve as a peer coach for new agents after their “nesting” period • Won the “Wow” Call Award three times for providing exceptional customer service• Consistently exceed expectations and goals for monthly metrics