Fraud Analyst

Kevin Gerdes

***** * ********* ** ********, AZ **139 520-***-**** ************@*****.***

Summary of Qualifications

** *****’ experience providing excellent customer service

Proven ability to multi-task between systems and customers

Excellent written and verbal communication skills

Proficient with Microsoft Office products: Word, Excel, Access and PowerPoint

Solid time management skills and the ability to organize, prioritize and perform multiple tasks simultaneously

Professional Experience

Credit Customer Solutions Agent: 8/2015-present

PayPal – Chandler, Arizona

Responded to customer inquiries by phone and email in an inbound call center environment.

Researched customer inquiries using appropriate tools.

Ability to work independently while making sound business decisions on case by case information

Exceled at customer interaction, exhibited creativity and skill in delivering practical solutions, and thrived in a collaborative team environment

Relationship Manager/Loan Processor and Foreclosure Prevention Specialist: 11/2008 to 6/2015

Nationstar Mortgage, LLC - Indianapolis, Indiana; Chandler, Arizona

Worked with customers via inbound and outbound calls to advise the clients of the best resolution for the situation.

Acted as a liaison between the mortgage company and its customers during the loss mitigation process to provide assistance and counseling.

Provided timely updates to enhance the borrower’s experience and maximize successful loss mitigation resolutions.

Acquired/analyzed required documentations and monitored to ensure that processing, decision making and any required tasks were accomplished in a timely manner.

Communicated decisions to homeowners regarding loss mitigation requests and counseled homeowners on liquidation options to best meet their needs.

Sent loan packages to appropriate underwriter for final approval and validation to make sure documentation was complete.

Complied with federal, state and investor policies and procedures.

Managed a portfolio of 350 accounts to arrive at the best solution for each client. Team Lead, 06/2007 to 6/2008

Ready Set Merchandising - Indianapolis, Indiana

Managed a team of 12 resetters.

Reset inventory and built displays and racks by following instructions for Home Depot stores in the six-state area.

Filled daily log sheets, reports, inspected the final inventory to have the store managers and supervisors sign-off to move to next store location. Fraud Analyst, 01/2006 to 6/2007

Bank of America – Phoenix, Arizona

Responded to inbound calls regarding fraud on the debit cards and rectified customer’s concerns using established procedures.

Took security reports and updated customer’s account information; if fraudulent activity, then closed/reissued new cards and initiate the investigation and if no fraud then removed card restrictions.

Utilized AWS, ACI, internet/internet and windows applications to access/update customer’s records.

Found fraud on some of the European accounts and escalated to proper management and Bank of America closed the accounts and reissued all new debit cards and credited the fraudulent activities to the customer’s account. I received a recognition for this. Fraud Analyst, 03/2005 to 12/2005

Chase Bank – Tempe, Arizona

Responded to inbound calls regarding fraud on the debit cards and rectified customer’s concerns using established procedures.

Took security reports, updated customer’s account information, if fraudulent activity then closed/reissued new cards and initiate the investigation and if no fraud then removed card restrictions.

Utilized AWS, ACI, internet/internet and windows applications to access/update customer’s records.

Customer Service-Sales, 05/2003 to 02/2004

CITI Bank – Sioux Falls, South Dakota

Responded to inbound customer’s questions regarding service, product and account information to provide excellent customer service.

Updated customers checking, credit card accounts and advised of new products that are beneficial to the customer.

Utilized AWS, internet/internet and windows applications to access/update customer’s records Education

Bachelor of Business Computer Information System, (Dean’s list with gpa of 3.5) Northern Arizona University; Flagstaff, Arizona

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