Eric Freeman Email & Phone Number

United States

Mount Laurel, New Jersey, United States

Oversaw key operational functions for Fraud Onboarding, developing tailored curriculums for new hires and ensuring continuous training across fraud groups.Demonstrated proficiency in Microsoft Office, using it to develop educational and informative content for new employees.Developed and maintained detailed records, ensuring the secure storage of documents for governance view and audit purposes.Developed a team of facilitators, fostering their professional growth and ensuring that a warm and welcoming working environment was created for new hires.Collaborated with business partners to maintain consistency throughout the onboarding process and to address potential fraud-related issues effectively.

Mt. Laurel, New Jersey, United States

Designed and maintained a robust training curriculum focused on Fraud Education, providing crucial support across four distinct fraud teams.Developed complementary materials using Microsoft Office suite to enhance the coherence and effectiveness of the curriculum infrastructure.Assumed leadership of a team of facilitators, fostering growth through strategic coaching and career development approaches.Seamlessly onboarded new hires, ensuring that all necessary systems and equipment were readily available for effective performance.Monitored the progress of new hires using a dynamic and interactive roster, facilitating personalized guidance and support.Pioneered the development of feedback surveys to encapsulate the onboarding experience of new hires, thereby driving continuous refinement of practices based on employee feedback.

Mt. Laurel, New Jersey, United States

Analyzed new account openings for retail locations as well as online platforms in order to prevent identity theft and account takeover.Reviewed accounts flagged for potential scam or mule activity, assessing each methodically in order to ensure accurate decision-making.

Mt. Laurel, New Jersey, United States

Created cases related to various categories of fraud reported or discovered.Identified the victim and suspect parties in each case, facilitating a successful and efficient resolution.Processed claims received from internal staff and other financial institutions, assigning them to investigators based on their nature.Worked on various types of claims, including Identity Theft, Check Fraud, Wire Fraud, Business Email Compromise, Loan Fraud, Credit Card Frauds, US Treasury Reclamations, Workplace Violence, Property Crimes, Robbery, and Internal Fraud & Ethics.

Mt. Laurel, New Jersey, United States

Responsible for the development of new hire Banking Specialists between weeks 1 & 4 of their employment; introducing them to banking and the general policies and produces of TD Bank.

Mt. Laurel, New Jersey, United States

Provided customer service through TD bank's telephone channel. Assisted customers with online banking inquiries, account products and services, stop payments, checks, and ATM/Debit card orders. On a daily basis, the role included meeting individual sales/metric goals.

Mt. Laurel, New Jersey, United States

Responsible for the development and personal growth of Day-To-Day Banking Specialists working within the Contact Center. Responsible for fostering an environment in which Banking Specialists are compliant with Regulatory Standards whilst providing Legendary Experiences to our customers, and learning various leadership skills throughout their journey. Gathered data surrounding trends within the business, creating action plans for specialists regarding those trends, while planning for the future of the Specialists and the business.

Mount Laurel, New Jersey

Responsible for the development of new hire Banking Specialists between weeks 5 and 8 of employment; creating an environment that encourages practices that are beneficial to the organization. I worked closely with the Capabilities Manager to create impactful content that would assist the new hires in preparing for their journey. Responsible for training the ambassadors who assist our new hires in coaching and nurturing specialists in a manner that meets their needs.In addition to this role, I was responsible for performing data analysis related to training trends found within the program

Mount Laurel, New Jersey

Supports new to bank employees though their time in training by proving guidance during side-by-side listening, group chat support and personalized coaching. Coaching was documented and sent to the leadership team at the end of each shift and it was in the form of a grading system that covered the most important categories during a phone call; creating a legendary experience for the customer. I was also responsible for giving presentations that covered various topics related to the role of a Banking Specialist.

Philadelphia, Pennsylvania

Investigates and processes debit card dispute claims initiated by customers regarding the authorization of a merchant to debit from the account. Researches customer dispute claims by reviewing card transactions, account records and information provided by merchants; makes a determination or escalates for approval as needed. Filed chargebacks when able and submitted cases for pre-arbitration when necessary. Reviews pending dispute files to see if all required documentation has been provided prepares mails dispute status letters for customers.

Philadelphia, Pennsylvania

Responds to customer inquiries and issues relating to various bank products and services (i.e. Deposit Accounts, Pensions, Loans, Mortgages, ATM Cards, Electronic Transactions, Online Banking and Bill Payment) while following established policies and procedures. Some details include; interest calculation methods, annual percentage yields, availability of funds, early withdrawal penalties, loan payoff letters, lien release letters, check orders, stop payments, Check Card and/or ATM card reorders and Check Card and/or ATM card maintenance. All customer contact was done via telephone.

Southampton, Pennsylvania

Educated customers about bank products and services. Met with customers and prospects to help develop an understanding of financial objectives and needs. Took residential mortgage loan applications and/or offer negotiable terms of residential mortgage loans for compensation or gain. Responsible for meeting or exceeding specific individual sales goals.