Call Center Supervisor / Call Center Manager / Card Fraud Analyst

Tom Yosten

Home: 909-***-**** ***** La Mar, B ***

Mission Viejo, CA 92691 ******.***@*****.***

Objective

A position with the Branch Operations Team utilizing extensive experience in back office support and leadership, call center development and management, as well as a solid background in increasingly responsible branch banking roles.

Strengths

•Proven skills in leadership, communication, and problem solving.

•Competent, organized and dependable.

•Accustomed to working with executive and senior level management.

•Team coaching, feedback, and training.

Summary Of Qualifications

•A high-energy, enthusiastic and dependable individual who excels in challenging and competitive environments. Personable but firm professional with a good sense of humor and a strong sense of commitment toward success.

•Excels in the areas of fraud investigation and review, due to strong analytical and problem solving skills. Strong ability to work with account and card holders to identify suspicious activity as well as possible fraud. Well versed in providing assistance for accurately filing claims, charge backs, and disputes. Able to work with upset / "challenging" customers when claims may be denied

•Strong background in Back Office support, including ACH, Vendor Conversion, eBanking / Online Banking, Wire Transfers, and Legal Processing.

•Key member of "Conversion Team" during full Online Banking Vendor upgrade. Provided hands-on training, including preparing branch training and reference guides, as well as helped establish a branch liaison/contact guide,

Professional Background

Call Center Supervisor May 2014 to December 2019 Farmers and Merchants Bank Seal Beach, California Directed a team of 22 Department Leads and Associates in providing outstanding assistance and support to our account holders as well as internal departments and team members. Provided managerial support to the Card Fraud Department during extended / evening hours and weekends, assisting with fraud and dispute claims for both debit and credit cards. Insured that Call Center service goals were met in the areas of average speed of answer, average handle time, abandoned call ratio and overall service level (ex. 90% of calls answered within 60 seconds). Took escalated calls for each department through the appropriate management queue and resolved customer issues. Provided real- time feedback, training, and guidance for staff, along with monthly call monitoring and coaching when appropriate.

Senior Back Office Representative II April 2009 to November 2012

Farmers Insurance Group Federal Credit Union Los Angeles, California

Acting Fraud Investigator for all branches and members. Verified and approved all incoming and outgoing wire transfer requests. Responsible for all garnishments and subpoenas served to the Credit Union for member accounts. Maintained U.S. Savings Bond orders and maintenance for all

members. Provided complete coverage for all ACH functions during Administrator's absence. Developed updated and streamlined reference material for all branches as well as internal departments. Provided on-site training for branch staff and management during system upgrade, and helped established internal call system for team member's use during peak times.

Fraud Analyst September 2007 to April 2009

Co-Op Financial Systems Rancho Cucamonga, California Assist Risk Analysts in identifying latest fraud trends, update and renew rules to lower exposure to credit union losses. Monitored in real-time high-risk debit and ATM card activity for over 250 credit unions nationwide. Initiate contact with members to determine if cards have been compromised or used fraudulently. Tracked monthly productivity for department. Trained new employees on department procedures and expectations.

Assistant Financial Center Manager April 2005 to March 2007

Washington Mutual Bank Placentia, California

Branch Manager October 2006 through March, 2007. Ensured all clients were served in a highly professional and courteous manner. Daily responsibilities included opening and closing the Banking Center, approving overrides, assisting in the training of new tellers, monitoring cash limits, making supervisory decisions, scheduling lunch breaks, and ensuring quality customer service at all times. Continuing company training as required, including lending practices and compliance.

Senior Customer Service Manager August 2003 to August 2004

Fullerton Community Bank Anaheim Hills, California Managed day-to-day operations of the retail branch, including risk management, controllable losses, staffing efficiencies, service charge income, expense management, audits and compliance. Established credit limits on customer accounts, improving relations with client base and improving account retention an average of 25-30% per month. Awarded Employee of the Month for January and May, 2004.

Card Services Supervisor August 2001 to August 2003 Riverside Countys Credit Union Riverside, California Prepared and filed all disputes and charge-backs for the credit union. Monitored suspicious activity on member's credit card accounts, reviewing various transactions based on risk potential and exposure.

Developed online reference guide for team members use regarding dispute and fraud filing, resulting in a substantially lower amount of errors. Key member of CPI (Continuous Process Improvement) team, working with several departments to improve and standardize procedures.

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