Customer Service Call Center

Ponchetta Dial

*********@*****.*** 205-***-**** Birmingham, AL

SUMMARY

Seasoned professional with 28 years of financial services experience, including extensive expertise in fraud and claims operations at Wells Fargo Bank. Skilled in investigating complex account activity, training new hires, and providing exceptional customer service. Seeking a Claims Rep role to leverage analytical skills and a proven track record in fraud resolution and claims management.

WORK EXPERIENCE

Wells Fargo Bank 220 Wildwood Parkway,

Birmingham, Alabama 35209

Lead Fraud & Claims Operations Representative Jun 2008 - Present

• Assist customers in resolving various types of fraud claims, including debit and credit card fraud, ACH, and online banking issues, using advanced investigative tools and resources.

• Analyze complex account activities to identify and address potential fraudulent transactions, ensuring customer security and satisfaction.

• Conduct in-depth investigations of online wire transactions, employing security measures to validate and process fund transfers efficiently.

• Provide comprehensive training to new and seasonal employees, enhancing their proficiency in fraud detection and claims management while optimizing call handling times.

• Facilitate training sessions and lead team meetings in the absence of a supervisor, contributing to the development of call center staff and the execution of special projects. City of Trussville 125 Main Street, Trussville,

Alabama 35173

Magistrate Oct 2007 - Jun 2008

• Prepared court docket and assisted key court personnel during hearings; processed traffic ticket payments, issued legal warrants, and subpoenas.

• Advised prisoners of their Miranda Rights, reconciled city checking accounts daily, and notarized various legal documents.

Wachovia Bank 220 Wildwood Parkway,

Birmingham, Alabama 35209

ESS Loss Specialist 1 Feb 2007 - Oct 2007

• Entered VISA check card and ATM disputes into a database and activated customer debit cards, effectively negotiating and settling claims to collect losses from responsible parties.

• Delivered high-quality customer service in a call center, handling 50-65 calls daily and mentored new employees on dispute resolution and systems operations.

OS Processor Specialist 1 Jan 2006 - Jan 2007

• Delivered exceptional customer service by conducting thorough research on VISA check card fraud transactions in compliance with Regulation E and Visa requirements.

• Facilitated the cancellation of preauthorized services via email and contributed to team development by training new employees.

Phone Banker Jan 2005 - Jan 2006

• Addressed and resolved customer inquiries efficiently, ensuring resolution within a single interaction.

• Recognized and capitalized on opportunities to recommend appropriate banking products and services to customers.

Amsher Collection Agency 600 Beacon Parkway West Suite 300, Birmingham, Alabama 35209

Collections Specialist (Part-Time) May 2004 - Mar 2005

• Addressed inbound and outbound call inquiries regarding account payments and service reconnections, processed credit card payments, and delivered transaction confirmations to customers effectively.

• Conducted credit report evaluations and trained incoming staff on operational procedures, ensuring adherence to company standards and customer satisfaction.

SouthTrust Bank 210 Wildwood Parkway,

Birmingham, Alabama 35209

Collections Specialist Customer Service Nov 2002 - Jan 2005

• Contacted customers to negotiate timely repayment of overdrawn checking accounts, ensuring effective debt resolution.

• Conducted thorough research on accounts to locate customers and provided training to new employees on collections procedures.

Branch Support/Customer Service Representative Jul 2000 - Nov 2002

• Provided comprehensive support for both external and internal customers, resolving issues related to VISA and ATM card access and network system errors.

• Conducted training for new hires and effectively managed the follow-up process for electronic funds check card fraud disputes.

Collateral Loan Specialist, Customer Service Aug 1996 - Jul 2000

• Verified and maintained comprehensive collateral files, ensuring inclusion of critical documents such as promissory notes, insurance policies, recorded mortgage deeds, and automobile titles.

• Conducted detailed research projects to support internal customer inquiries, enhancing document verification processes and collateral file accuracy.

EDUCATION

Virginia College at Birmingham

Certificate, Medical Billing and Coding

Birmingham, Alabama 35209

Apr 2003

SKILLS

20 Years of Customer Service • Prevent System • Online Wire System • Online Banking • Online Banking Fraud, VISA Debit Card and ATM Investigator • Visa Certified • Debit Card, ACH, Fraud Claims Operation Trainer Experience 15 Years • Claims Coaching Experience 15 Years • VISA Representment • UW/Enterprise Complaint • Oib • Nice • Aspect • E-Tran • Time Tracker • Multitasking • Regulation E • Bank Secrecy Act • Money Laundering • FDR Process With Visa Debit Cards

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