Loralei Plummer

*** * ********** **. ***.**

Mesa, AZ 85205

480-***-****

ad4zr4@r.postjobfree.com

Work Experience

Customer Care I, Progress Residential

July 2023-Current

-Managing resident concerns

-Creating work orders

-Advising of rental requirements

-Creating payment plans

-Deescalating elevated call situations

-Creating and managing cases for more complex issues

Senior Fraud and Operations Representative, Wells Fargo

October 2022-April 2023

- Investigated and decided 30-40 Debit card claims per shift

- Processed VROL chargebacks

- Maintained an Above Expectations productivity level

ACH Fraud Investigations, MUFG Union Bank

January 2022 - August 2022

- Processed and completed 70-100 ACH fraud, NACHA claims, and provisional credits per week

- Communicated directly with customers, merchants, and other financial institutions as needed

Fraud Prevention Outbound, Specialist I, JP Morgan Chase & Co.

July 2019 – August 2021

- Providing above and beyond support on every call while maintaining adherence to government regulations as well as company policies

- Fraud detection and prevention for retail credit card clientele

Fraud Analyst, Level II, Bank of America

November 2017 – July 2019

- Working in a professional, fast paced environment that requires accuracy, multi-tasking, and clearly communicating resolutions in an efficient manner

- Understanding how clients engage via technology (online, mobile), financial center and contact center to guide them on ways to improve their financial life

Customer Care Specialist II, Fiserv

September 2014 — November 2017

- Providing inbound phone support to Clients

- Completing complex payment investigations

- Providing technical support for financial management products

- Composing and drafting outgoing correspondence

- Cooperating with Account Operations Managers to resolve difficult situations

Skills

● Exceptional communication skills

● Strong client relations

● Energetic work attitude

● Creative problem solver

● Proficient in conflict resolution

● Troubleshooting and research skills

Education

Rio Salado College, Accounting

August 2011 — January 2013

Awards

Multiple Customer Service Awards – Bank of America

The Honors Club – 2016 - Fiserv

Top Performer Award 2nd and 3rd Quarters of 2016 - Fiserv

Volunteer Experience

NACOG Head Start NACDAB

Two years as an Executive Committee Member (one as the Navajo County Representative and another as alternate). This board was responsible for determining curriculum, staffing, budgeting and scheduling/planning special events.

Snowflake Head Start

One year service as Snowflake Parent Committee Treasurer.

US Army

One year service as Treasurer of Bougainville Community (a community of 753 Families), Fort Bragg, North Carolina.

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