Service Representative Customer
Resume:
Skills
Work History
Grace McIntire
Banking And Fraud Analyst
Whiteman AFB, MO, 65305
adujez@r.postjobfree.com
Well-qualified financial and fraud systems leader offering demonstrated skill and success in managing internal accounting processes, improving controls and strengthening systems for optimal performance. Proficient in all aspects of accounting, including accounts payable and receivable, budget administration and payroll. Gifted in building and leading solid teams to handle high-volume operations with consistency, accuracy and full compliance with regulatory requirements. Promoting exemplary talents in forensic analysis, digital investigating and assessment of client needs. A motivated Fraud and compliance specialist known for working hard to uncover the truth. Effective Fraud Investigator with established analysis, communication and interviewing talents. Known for great decision making and follow through with proven ability to complete any task set in front of me. Consistently saved costs while increasing profits. Well-spoken and friendly with excellent practical problem-solving ability.
Strengths in Understanding human behavior and resolving the tough situation backed while earning a degree in Criminal justice.
Working knowledge of BSA compliance including Bank Secrecy Act, OFAC, USA Patriot Act, Anti-Money Laundering, and Customer Identification Program. General knowledge of BSA/AML laws
Strong analytical, problem solving and organizational skills Multitasking Abilities
Experience In Financial, Insurance and E-commerce's Fraud Experience working with payment processing, authentication, anti-fraud systems and tools or vendors.
Working knowledge of the fundamentals of lending industry Strong leadership skills
Ability to manage multiple projects while being Flexible and Adaptable 2021-01 - 2021-04 Personal Banking Supervisor
Pioneer Federal Credit Union, Mountain Home, ID
Guided clients through compiling important financial histories and documentation for evaluation.
Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
Assisted clients in making beneficial and strategic decisions regarding investments, low-cash financing and sourcing overseas partners. Kept client financial plans optimized for current market trends and economic conditions.
Supervised opening and closing procedures for office and vault. Oversaw high-volume accounting operations with 15 person team focused on efficient budget administration, AP/AR and other financial management needs. 2020-08 - 2020-12 Resident Specialist
Belfor Beatty, Mountain Home, ID
Promoted positive relations between residents and staff. Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
Enforced policies and safety standards through building and room rounds. Supported personal needs of residents dealing with diverse conditions. Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently. 2018-10 - 2019-11 Front Office Receptionist
Costco, Boise, ID
Answered multi-line phone system and greeted callers enthusiastically. Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Interacted with customers by phone, email or in-person to provide information. Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Provided clerical support to company employees by copying, faxing and filing documents.
Responded to inquiries from callers seeking information. 2016-07 - 2018-10 Chargeback/Fraud Analyst Lead
Costco, Issaquah, WA
Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions. Worked with customers to understand needs and provide outstanding service; in order to resolve there on going issues and resolve the outstanding chargeback. Handled 50-100 calls/email per day to address customer inquiries and concerns. Led team in delivery of top resolution to chargeback closers resulting in profit for Costco.
Drove operational improvements which resulted in savings and improved profit margins.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Analyzed large amounts of data to find patterns of fraud and anomalies. 2015-06 - 2016-07 Order Management Analyst
Costco, Issaquah, WA
Reviewed order terms and conditions with customers to comply with company policy.
Processed and submitted 20,000 to 40,000 for Shipping Daily and expedited delivery to maintain customer satisfaction. Navigated through OMS systems to build, track and monitor orders. Fielded 50-300 incoming calls/emails daily and addressed order questions and concerns to serve customer needs.
Researched and addressed customer inquiries, questions and issues within 2-3 business days to promote optimal customer service. Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards and identify any hazardous contents.
Used OMS and AS400
To keep track of client information and orders, update accounts and monitor shipments to obtain and relay real-time information. Maximized customer satisfaction by checking outgoing documents and shipment labels for accuracy and conformance to outlined customer requirements and preferences.
Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
2013-08 - 2015-06 Customer Service Representative
Costco, Issaquah, WA
Offered advice and assistance to customers, paying attention to special needs or wants.
Provided primary customer support to internal and external customers in fast- paced environment.
Responded to customer requests for products, services and company information.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Education
Additional Information
Software
2012-10 - 2013-07 Student Loan Advisor
JP Morgan Chase, Indianapolis, IN
Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action. Handled 120-140 calls per day to address customer inquiries and concerns. Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Increased customer satisfaction by resolving all the clients banking issues. Bachelor of Science: Criminal Justice
Southern New Hampshire University - Hooksett, NH
Minored in Psychology
Mountain Home Air Force Key Spouse for 366th Muns from 2018 to 2022 Mountain Home Air Force Enlisted spouse club President from 2020 to 2022 References available upon request
Experience with SQL Queries
Proficiency computer skills (Microsoft Office, Word, Excel, and PowerPoint) Familiar with Azure
Experienced with Python
Experience with Visualization Tools (Power BI, Tableu, etc.)
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