John Ozelius Email & Phone Number

Corporate Trainer specializing in the operation staff at Needham Bank

Needham, Massachusetts, United States

Senior member of new Call Center - responsible for providing top quality customer service to customers. Includes taking fraud claims and entering into Fraud Claim system Centrix. Requires high level understanding of fraud calls and all customer service issues related to general banking. Skills: COCC, Fiserv, Client Central, Centrix Claim System, Mitel / Ignite Phone systems, RSA, I-banking Vertifi, Zelle, Compass, NCR online Banking NCR, FIS Customer service Billpay.

Medford Ma

• Manage 73 call center agents in two locations. Primary Trainer for all employees in Massachusetts. Review Debit/Credit accounts for possible fraudulent activity. Received incoming calls and contacted customers directly to discuss questionable activity and block or replace accounts if necessary. Requires ability to analyze and process significant amounts of data. Trained and supervised new employees. • Recognized for identifying and stopping major fraud breach with potential for a million dollar loss. • Member of management team sent to Pittsburgh, PA to train new call center employees. Also responsible to train new Fraud Analysts in Mass.• Technologies- Avaya CMS, Noble Phones Harmony (Part of Noble), Visa Risk Manager, Applepay, TSYS, Member of management team sent to

North Texas

Bank of America Oct 2010 to Jan 2014Customer Service Specialist - Awarded Top Customer Service Specialist multiple times.- Served as a team member in Business Partners Escalation, a second level queue responding to escalated calls from Bank of America branches and Wealth Management Representatives. Averaged 80 to 100 calls per day. Exceeded all performance goals.Promoted to:Level One Mortgage Underwriter/Processor - Underwrite and process mortgage applications from 3day package to clear to close status. Required to review and clear conditions and perform Initial Credit Decision, Appraisal Approval, Income/Asset calculations and Final Clear To Close Approval. Responsible for high level of communication with borrower, collection of all required documentation from borrower and interaction with Senior Underwriter for more complicated scenarios to ensure successful resolution of various issues. Top Full Doc Team Processor March and July 2013.

Plano Tx

Loan Officer in Call Center.

Underwrite Residential Mortgages

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Bachelor'S Degree, History

Bachelor Of Arts (B.A.), History

Activities and Societies: Concert Director