Fraud Risk & Billing Operations Specialist

DUSTIN J. CRAIG

Chicago, IL 773-***-**** **********@*****.*** www.linkedin.com/in/dustincraig5b7134

SUMMARY

Client-focused Account Representative with over 10 years of experience supporting high-volume operations, fraud prevention, and service coordination across retail and eCommerce sectors. Skilled in optimizing customer accounts, resolving disputes, validating transactions, and optimizing service delivery using platforms such as Accertify, LexisNexis, and CRM systems. Proven ability to maintain strong client relationships, meet performance targets, and ensure operational accuracy. Trusted to handle sensitive data, reduce risk, and provide responsive support that enhances customer experience and builds brand loyalty.

EXPERIENCE

Lessen, Inc., Chicago, Illinois

Account Representative – JPMorgan/Chase South - May 2024 - July 2025

Processed and prioritized work orders for J.P. Morgan Chase’s southern region (Texas and Louisiana), ensuring timely resolution and compliance with service-level standards,

●Ensured alignment with departmental and corporate compliance standards through meticulous documentation and procedural adherence.

●Coordinated facilities maintenance requests, including HVAC, plumbing, and general infrastructure issues, by fielding and triaging incoming service calls.

●Streamlined daily tasks across phone, email, and internal systems, sustaining workflow efficiency and ensuring uninterrupted service support across regional accounts.

●Delivered responsive, solution-oriented customer service to internal stakeholders, resolving prompt issues professionally and within defined guidelines to best practices.

Addison Group, Chicago, Illinois

Billing Analyst/Senior Billing Analyst - December 2020 - March2024

Oversaw reconciliations for A/R and unbilled accounts, supporting collections and billing operations that achieved industry-leading DSO and minimal bad debt.

●Resolved billing issues to ensure accurate cash flow reporting and timely payments; created detailed Excel spreadsheets for process tracking and compliance.

●Prepared and validated weekly payroll for 200+ employees via NetSuite and UKG; maintained accurate time tracking and resolved discrepancies.

●Generated $2.5M+ in bi-weekly and monthly invoices, including adjustments and credit memos, using NetSuite, Salesforce, and Bullhorn.

●Delivered ad hoc invoicing and support for multiple clients across various VMS platforms, including Coupa and Taulia.

●Trained and onboarded team members; provided ongoing support to ensure smooth departmental operations.

SMS ASSIST, Chicago, Illinois

Preventative Maintenance Representative I - August 2019 - March 2020

Analyzed HVAC efficiency via Energy Management Systems to recommend upgrades or replacements, while coordinating nationwide preventive maintenance schedules to ensure consistent climate control and compliance.

●Served as primary liaison for affiliate contractors via phone, email, and mobile app; sourced and dispatched work orders for coil cleaning, part replacement, inspections, and other HVAC services.

●Maintained comprehensive service logs and asset tracking using Excel, adhering to internal data protocols and client specifications.

●Surpassed performance benchmarks in service coordination and affiliate engagement, contributing to streamlined HVAC support operations.

●Recognized for independently auditing and cleansing HVAC records across all Tuesday Morning retail branches, enhancing data reliability and service delivery.

VIVID SEATS, Chicago, Illinois

Fraud Analyst - September 2018 - May 2019

Managed high-volume credit card transactions through a large-scale e-commerce platform, proactively identifying fraudulent activity and validating customer identity through inbound calls and document verification.

●Maintained one of the lowest fraud chargeback and dispute rates on the team through vigilant transaction review and proactive fraud mitigation.

●Utilized tools such as Accertify, LexisNexis, and additional third-party software to authenticate transactions and prevent unauthorized activity.

●Identified emerging fraud trends and escalated patterns to leadership, enhancing overall risk management and team response strategy. initiatives.

●Delivered prompt and accurate customer support in compliance with internal service standards.

RAISE MARKETPLACE, Chicago, Illinois

Senior Risk Agent/Fraud Analyst - January 2015 - June 2018

Specialized in fraud prevention and credit card transactions through web and mobile apps. Recognize and identify fraud trends or patterns to communicate to team and management. Chargeback/dispute/refund processes, as well as fielding calls to verify customer transaction/identity. Validating submitted forms of identification for legitimacy.

● Consistent high producing employee with low chargeback/dispute rate.

● Fraud prevention using tools such as Threatmetrix, MS Office, and other 3rd party security software.

● Investigation of fraud refund claims.

● Company record for orders processed during promotional partnership with Uber Technologies.

EDUCATION

COLUMBIA COLLEGE CHICAGO, Chicago, Illinois - Bachelor of Arts - Theatre

ADDITIONAL EXPERIENCE

DEMOCRACY RESOURCES OF OREGON, Chicago, Illinois

Office Manager Verification Department - 2014

Interviewed, hired and trained employees to verify signatures for political campaign in Illinois’ Yes! For Independent Maps Chicago office. Signature verification with registered voter file from Illinois Board of Elections. Installed and set up office computer hardware.

OGIHARA AMERICA, Howell, Michigan,

Utility Laborer - 2011-2012

Followed detailed schematic to assemble floor rocker panels, mid-floor chassis panels, rear floor chassis panels, and dashboard assembly panels from various parts using Terostat adhesive and performing manual spot welds with water-electric welding gun. Maintained machines by clearing debris left from weld splatter. Met or exceeded the quota for parts needed to meet the shipping date and created a surplus of parts on hand. Taught new employees how to assemble, weld, and ship floor rocker panels. Assembled right and left body side panels using an automated assembly line, maintained welding robots, shipped body side parts using airlift and hi-lo forklift. Steel press operations. Processed and racked automotive parts direct from the steel press in a high-volume operation, changed press automation programming for multiple automotive parts. Quality checked parts to schematic for compliance, moved steel blanks into automated self-feeding steel press using hi-lo fork lift truck. Metal finishing, fixed outer metal body panels with defects with files, Disk Abraser, and quality checked for compliance, re-packaged corrected parts for shipping. Cleaned and maintained a hazard-free factory workplace.

SKILLS

Proficient with Client & Account Management Billing, Invoicing & Payroll Processing Fraud Detection & Risk Mitigation Credit Card Transaction Verification A/R Reconciliation & Cash Flow Optimization Preventative Maintenance Service Scheduling & Vendor Liaison CRM & VMS Platforms (Salesforce, Bullhorn, Netsuite, Coupa, UKG) Customer Service & Support Data Validation & Quality Control Technical Documentation & Reporting Training & Onboarding Microsoft Excel & Spreadsheet Automation

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