Customer Service Representative/Fraud Agent II

Leai Fluker

**** ***** ****** ******# **** Gilbert, AZ 85295

Email address: ******@*****.***

Summary: Organized and detail-oriented Fraud Agent II with over twelve years of banking and customer service experience. Understands general accounting and finance concepts. Enthusiastic Customer Service Representative who follows policies and procedures, while offering a friendly customer environment. Self-motivated banking professional offering strong communication and swift thinking skills. Works effectively with teams, as well as independently, in fast-paced environments.

Skills:

MS Office proficient

Exceptional customer service

Excellent communication skills

Avaya software customer management systems

PayPal hire date 03-2011 to 6/19/2017 Utilizes mechanized systems to initiate and complete service orders and handle customer requests. Continually maintain working knowledge of all client products, services and promotions. Make recommendations according to customer's needs on features, accessories, upgrades and options. Answered inbound customer/client requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas. Responsible for improving customer retention through programs and exemplary service provided to the customer. Reviewed electronic cases produced by the Compass Fraud Detection System. Analyze transaction patterns and respond quickly to high-risk situations. Identified accounts for fraud trends. Documented and reported to appropriate department personnel in a timely manner to assist in the reduction of fraud losses. Verified all account activities and to take appropriate action to minimize potential fraud loss and customer inconvenience as well as controlling and managing calls. Processed Lost/Stolen account calls. Maintain daily and monthly performance standards, including those pertaining to quality and quantity

Charles Schwab While utilizing a passion for customer service, positive energy, and problem solving skills I was able to connect with our clients via inbound and outbound calls. The Client Service Representative role on a bank team answers client calls regarding the servicing of Schwab brokerage and banking products. During my time as a Client Service Representative on a banking service team the type client questions I received required me to obtain extensive knowledge about Schwab corporate policies as well as details on our products such as our deposit accounts, checking features debit cards, Bill pay, credit cards, brokerage accounts and the federal regulations that monitor the financial industry. Assessing and resolving client issues at a moment's notice, helping them navigate Schwab services such as the online website. Delivering unparalleled value and outstanding service to our clients in order to build and maintain client loyalty.

Bank of America -Responsibilities included responding to requests from customers and business partners. Performs specific CD/IRA maintenance (i.e.; release holds, CD redemption, RMD set-up). Provides differentiated service to customers, business partners and external regulators. Alerted management when potential customer and system issues are identified. Actively Identifies customer needs and opportunities for sales. Offers customers servicing solutions and new product solutions (cross-selling) May research issues or transfer to a research function. Ensures proactive retention of customers/accounts (including offering more suitable products). Recognizes and recommends operational improvements. Responsible for service quality and a positive customer.

EDUCATION and TRAINING

Chandler Gilbert Community College Major Applied Science with emphasis on Massage Therapy

Activities and Honors

Member of Phi Theta Kappa Honor Society and President's Honor List for the Spring 2017 semester