Customer Service Fraud Prevention

CHARLOTTE, US, ***** • ***********@*****.*** • +1-803-***-****

SHAUNTRESE HALTIWANGER

Fraud Specialist

PROFESSIONAL SUMMARY

Fraud Specialist with over 13 years of experience in financial services, specializing in credit card fraud supervision and AML investigations. Demonstrates expertise in fraud detection, customer education, and cross-functional collaboration to enhance fraud prevention strategies and customer satisfaction. Committed to leveraging strong analytical skills and industry knowledge to drive results and uphold financial integrity.

EMPLOYMENT HISTORY

CREDIT CARD FRAUD SUPERVISOR Aug 2022 - Present

U.S. Bank

TRANSACTION PROCESSOR Oct 2021 - Oct 2022

Conduent Columbia, SC

Lead customer service, manage credit/debit card issues, and resolve fraud claims efficiently. Educate clients on balance management and prevent money laundering through key fraud detection. Conduct AML investigations, ensuring compliance with Regulation E and resolving disputes. File and research claims, providing updates and solutions for fraud-related issues. Collaborate with team to improve fraud prevention strategies, achieving measurable results. Led investigations into fraud claims, reducing the resolution time and enhancing customer trust through effective communication.

Analyzed patterns in fraudulent activities to implement proactive measures, achieving noticeable improvements in fraud prevention.

Coordinated with cross-functional teams to streamline the claims process, resulting in enhanced efficiency and customer satisfaction.

Educated customers on balance management and fraud prevention strategies, fostering a culture of financial literacy and security.

Developed a comprehensive training program for staff on Regulation E compliance, ensuring consistent adherence and reducing compliance issues.

Processed estate account documents, ensuring accurate client data management. Verified and applied correct product codes, enhancing client account accuracy. Streamlined document processing, improving efficiency and client satisfaction. Collaborated with team to resolve account discrepancies, ensuring client trust. Utilized analytical skills to identify and correct data errors, boosting reliability. Processed estate account documents efficiently, ensuring timely client transactions and reducing processing errors. Reviewed product codes on client accounts, identifying discrepancies that led to improved accuracy in financial reporting. Maintained organized records of processed documents, enhancing retrieval speed and compliance with banking regulations. Collaborated with team members to streamline document processing workflows, fostering a cooperative environment that boosted morale.

Implemented new document tracking methods, resulting in noticeable improvements in processing speed and client satisfaction.

PHONE BANKER/SALES Mar 2019 - Sep 2022

Wells Fargo Columbia, SC

CUSTOMER RETENTION SUPERVISOR Jan 2016 - Jan 2019

Time Warner Cable West Columbia, SC

CUSTOMER SERVICE CALL CENTER REPRESENTATIVE Oct 2015 - Jan 2016 TRC Staffing/first citizens Columbia, SC

Assisted customers with fraud claims, enhancing trust and reducing financial losses. Guided clients through online banking, improving user experience and transaction efficiency. Ordered debit cards promptly, ensuring customer satisfaction and retention. Sold services and lines of credit, contributing to revenue growth and customer engagement. Obtained credit reports, facilitating informed financial decisions for clients. Provided exceptional customer service by assisting clients with fraud claims, ensuring timely resolutions and enhancing trust in banking services.

Streamlined online banking support processes, resulting in quicker response times and improved customer satisfaction ratings.

Analyzed customer needs to offer tailored credit solutions, significantly boosting service uptake and meeting sales targets. Coordinated with internal teams to expedite debit card orders, reducing delivery times and enhancing overall customer experience.

Leveraged strong communication skills to effectively promote banking services, leading to increased customer engagement and revenue growth.

Led weekly meetings to improve team performance and policy understanding. Resolved complex customer issues, enhancing satisfaction and retention. Trained and coached agents, boosting overall service quality. Managed account disconnections with sensitivity to legal matters. Coordinated technician dispatch, ensuring timely customer service. Coached agents on performance metrics, fostering a collaborative environment that led to noticeable improvements in customer satisfaction scores.

Implemented a streamlined dispatch process for technicians, significantly reducing response times and enhancing service delivery.

Analyzed customer feedback to identify trends, enabling targeted training sessions that improved agent performance and retention rates.

Led weekly performance meetings, aligning team goals with company policies, which resulted in a more informed and engaged workforce.

Developed training materials for new agents, ensuring consistent onboarding and equipping staff with the tools needed for successful customer interactions.

Entered and updated customer data, ensuring accuracy and efficiency. Resolved customer inquiries via email, enhancing satisfaction. Managed corporate escalations, improving response time. Utilized problem-solving skills to address complex issues. Contributed to team goals through effective communication. Managed customer inquiries efficiently, leading to quicker resolution times and enhanced client satisfaction. Worked closely with team members to streamline communication processes, resulting in improved response rates and team cohesion.

Executed precise data entry tasks, ensuring accuracy in customer records and supporting overall operational integrity. Provided empathetic support during corporate escalations, fostering trust and maintaining positive customer relationships. Analyzed customer feedback to identify service trends, driving actionable improvements and enhancing the overall customer experience.

CUSTOMER SERVICE REPRESENTATIVE May 2012 - Oct 2015 Directv

CASHIER/GREETER Jan 2012 - Sep 2012

Rainbow Clothing

EDUCATION

HIGH SCHOOL OR EQUIVALENT 2007 - 2011

Eau Claire High School Columbia, SC

COURSES

CNA CERTIFICATION Dec 2021 - Dec 2023

Certified Nursing Assistant (CNA)

SKILLS

Banking, Financial Services, Customer Service, Research, Windows, Time Management, Data Entry, AML, Fraud Investigation, Credit Cards, Sales, Problem Solving, Analytical Thinking, Conflict Resolution, Training Development, Risk Assessment, Process Improvement, Team Collaboration. ADDITIONAL INFORMATION

ADDITIONAL QUALIFICATIONS

Exceptional communication and interpersonal skills; easily develop rapport with peers, interact at various social levels and across diverse cultures

Qualified in an extremely diversified field to include: effective utilization, customer service, planned scheduling and coordination

Thrive on organizing complex projects and follow through to completion Innovative professional prepared to adapt a variety of talents towards a new challenge Handled tech support, resolving customer issues efficiently and accurately. Coordinated with technicians and customers to ensure timely service delivery. Addressed billing inquiries, improving customer satisfaction and retention. Managed payment processing, ensuring accurate and secure transactions. Performed data entry, maintaining precise and up-to-date records. Provided exceptional customer service by resolving inquiries swiftly, leading to improved client satisfaction and loyalty. Streamlined billing processes, reducing inquiry resolution time and enhancing the overall customer experience. Conducted data entry with precision, ensuring accurate records that supported efficient service delivery and compliance. Coordinated communication between technicians and customers during service calls, improving transparency and service reliability.

Introduced a new tracking system for payments, facilitating timely follow-ups and reducing outstanding balances. Welcomed customers, enhancing their shopping experience and satisfaction. Guided customer purchase decisions, improving sales outcomes. Trained and supervised new cashiers, ensuring efficient operations. Provided exceptional customer service, fostering a welcoming atmosphere and enhancing shopper satisfaction. Streamlined checkout processes, reducing wait times and improving overall transaction efficiency. Trained and mentored new cashiers, ensuring seamless operations and consistent service quality across the team. Monitored inventory levels, facilitating timely restocking and preventing stockouts, which supported sales continuity. Assisted customers in making informed purchasing decisions, contributing to increased sales and customer loyalty.

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