Customer Service Specialist

NICOLE JOHNSON

Irving, TX 469-***-**** ******.********@*****.***

I am a professional claims analyst with solid experience providing diverse customer support. Strong problem-solving skills coupled with initiative and accuracy provides a first-rate experience for the customer facilitating development for strong customer relationships. Additional skills and expertise include:

Problem Research and Resolution

Customer Relationship Management

Multi-System Navigation

Customer Education on Products

Customer Account Management

Data Management/Updates

Policy Procedures & Guidelines

Product Inventory

Customer/Peer Recognition

EXPERIENCE

Bank of America, Dallas, TX 2018- Present

Senior Fraud Claims Analyst

Investigates fraud claims involving Hold Harmless, Elder fraud, Identity theft.

Research discrepancies accumulates all necessary information and take appropriate action to stop, and where possible, prevent fraud and identify theft losses.

Reports suspicious activity as required by the Bank Secrecy Act.

Main point of contact with other financial institutions.

Investigates GWIM, Regulation E and Collections incoming and outgoing claim types involving forgery and theft for deposit account customers which involve check transactions, digital transactions, and transfers.

Research and analyze client account activities to assess the level of risk and make decisions which directly impact the customer experience and risk to Bank of America.

Minimize and prevent losses resulting from high risk and fraudulent monetary and non-monetary transactions.

Resolve customer issues within the scope of existing service level agreements.

Provide training and support to other associates.

Bank of America, Ft Worth, TX 2017-2018

Customer Service Specialist II, Escalation Fees

Promoted to Escalation Customer Service Specialist II.

Managed a high volume of escalated customer service issues regarding deposit fees.

Ensured that customers were satisfied with resolution.

Developed relationships with our clients to retain and generate repeat customers.

Supported and trained team members.

Customer Service Specialist I, Deposits

Managed a constant flow of inbound customer calls to (100+) effectively and efficiently in a complex, fast-paced and challenging call center environment.

Addressed and resolved customer product complaints empathetically and professionally.

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Accurately documented, researched and resolved customer service issues.

Prime Diagnostic Imaging, Dallas, TX 2016-2017

Patient Care Specialist

Answered all incoming calls; assessed caller’s needs and directed to appropriate personnel. Paged clinic personnel as appropriate. Obtained and communicated messages in an accurate and timely manner.

Scheduled new patients and returned appointments in computer system in accordance with physician and/or office guidelines.

Main point of contact with attorneys to make sure we received the Letter of Protection.

Canceled/rescheduled appointments according to physician schedule changes; notified appropriate clinic personnel.

(Manpower) Chase, Dallas, TX

Merchant Account Support Specialist 2015 - 2016

Managed daily work queue of 20+ client request in the setup of bank card accounts and processing systems, ensured timely and quality completion.

Responded to issues that required troubleshooting.

Performed all other Risk Management activities such as closing customer’s accounts, making changes and updates to a customer’s account and collaborating with various departments in order to make the best decisions possible.

Capital One, Irving, TX

Technical Support Coordinator 2013 - 2015

Enrolled customers in on-line banking by providing URL information; assisted with site navigation and profile setup including password setup and security question assistance.

Provided customers with assistance in accessing QuickBooks and Quicken through on-line banking; verified browser levels and deleted cache/cookies to ensure access.

Assisted customers with debit card inquiries including verification of account ownership; managed issues related to lost/stolen cards including blocking accounts and advising on how to replace through branch offices.

Reviewed account transactions including investigating and explaining charges and fees; offered options to avoid future fees (such as overdraft protection) ensured customers understood benefits of eliminating fees.

Responded to customer concerns regarding potential fraud on accounts; prepared claims gathered all relevant information and escalated to fraud investigation team for research and resolution.

EDUCATION

MacArthur High School, (Graduate 2012) Diploma GPA 3.5

TECHNOLOGY

MS Word, Excel, Outlook, People Soft, Tandem, Terminal Manager, Titan, Centricity

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