Customer Service Financial Services
Resume:
NAUDIA GRESHAM
*************@*****.***
1. Over 4 years of customer service experience in a financial services environment with most recent focus on fraud resolution at Wells Fargo
1. Experience in conducting thorough fraud investigations, chargeback processes, and final adjudications 1. Adept at working in fast-paced environments, balancing multiple priorities, and maintaining professionalism in all interactions
Work Experience
Financial services
Vanguard-Az
April 2024 to November 2024
• Built and maintained strong client relationships through regular communication, ensuring high levels of customer satisfaction
• Assisted clients with retirement planning by analyzing income sources such as pensions, social security benefits etc. and recommending appropriate savings strategies
• Educated clients about tax-efficient investing strategies such as utilizing tax-advantaged accounts like IRAs or Roth IRAs
• Managed administrative tasks related to client accounts including opening new accounts, processing withdrawals/deposits etc
• Stayed updated with industry regulations such as SEC guidelines or FINRA rules to ensure compliance in all aspects of service delivery
Fraud Investigator
WELLS FARGO-Tempe, AZ
April 2023 to April 2024
· Documented and thoroughly investigated fraud claims, utilizing the DAT system to track and manage case details. Ensured all claims were meticulously recorded and analyzed for potential fraud indicators.
· Utilized the VISA system to manage chargeback rights on disputed transactions. Reviewed and processed chargebacks, ensuring compliance with VISA regulations and internal policies.
· Conducted in-depth analysis of each fraud claim, considering all available evidence to make informed decisions. Determined the validity of claims and either approved or denied payments based on findings
· Adhered to all relevant regulations, including Federal Reserve Bank rules, Reg. E, and the Card Act. Ensured all actions taken followed legal and regulatory standards. Remote Customer Service Representative
BANK OF AMERICA
December 2021 to January 2023
· Efficiently answered incoming calls, providing wealth management clients with accurate and timely information. Addressed a wide range of inquiries, including account details, transaction issues, and service requests.
· Submitted clients' concerns and feedback to the appropriate departments for further action. Followed up on outstanding issues to ensure timely resolution and client satisfaction.
· Accurately documented all client interactions and maintained detailed records in the customer service system. Provided regular reports on common issues and client feedback to support continuous improvement efforts.
Remote Customer Service Representative
VITALANT THROUGH ADECCO
June 2021 to November 2021
· Made outbound calls to customers, maintaining a positive attitude and high level of professionalism. Ensured that each call was conducted with courtesy and a focus on customer satisfaction.
· Handled customer comments and complaints with care, providing appropriate solutions and escalating issues when necessary
· Provided comprehensive support to customers, addressing their needs and inquiries promptly. Call Center Customer Service Representative
EMPEREON CONSTAR
March 2020 to March 2021
· Answered incoming AM/PM customer calls regarding billing, product problems, service questions, and general client concerns
· Responsible for maintaining a high level of professionalism with clients and worked to establish a positive rapport with every caller
· Updated customer information in the EHR during and after each call Customer Service Representative
LOGISTICARE-Phoenix, AZ
March 2018 to January 2020
· Maintained a positive, empathetic, and professional attitude towards customers always
· Accurately kept records of members' interactions, comments, and complaints
· Ensured customer satisfaction and provided professional customer support Skills
• Microsoft Word
• Excel
• Data Entry
• Typing
• DAT
• Visa
• Verint
• Transview
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