Detail-Oriented Case Processor and Fraud Specialist

S W Sherry Woods

Kansas City, MO ***** 816-***-**** ********@*****.***

PROFESSIONAL

SUMMARY

Detail-oriented Case Processor with strong communication and problem-solving skills. Experienced in managing complex cases and delivering exceptional customer service while ensuring compliance with regulations. SKILLS • Effective interpersonal abilities • Proficient in task organization Strong background in customer

support

• • Strong technical skills

• Lending process experience • Dedicated and trustworthy Proficient in resolving complex

issues

• • Attention to detail

• Strong communication skills • Strong ability to prioritize tasks Extensive customer support

experience

• • Advanced computer proficiency

Experience in credit and lending

operations

• • Committed team member

Proficient in troubleshooting

challenges

• • Meticulous in execution

WORK HISTORY CASE PROCESSOR 03/2023 to CURRENT

US Bank Indianapolis In

· Investigates consumer and business client's disputes.

· Process fraud claims

· Responsible for researching and reviewing all evidence/documents to analyze the overall pattern of

customer spending behaviors.

· Send approval and/or rejection letters to customers.

· Apply interest if any applicable to accounts.

· Follow REG E Timer and NACHA Requirements for each account.

· Responsible for deadlines- cases age by business and calendar day

· Responsible for working at least 930 cases per month.

· Manually track case load in excel.

• Processed cash transactions accurately to maintain financial integrity. Utilized banking software for efficient data entry and transaction management.

•

• Coordinated with team members to streamline cash handling procedures.

· Collaborate with business partners when needed when needed by based on case needs, via email or teams.

FRAUD PROCESSOR 02/2021 to 03/2023

Bank of America Remote

· Monitored all customer inquiries and resolve all problems efficiently and within timeframe.

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· Participated in communication with customers over phone and provide required information.

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• · Ensured compliance to all company policies and regulations.

· Administered customer inquiries through various channels such as email and phone.

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• · Assisted with assigned projects to work more efficiently.

• · Ensured critical logs are updated for client calls.

• · Internal liaison within internal U.S. bank departments/ processing floor

· Contact customers to verify transactions, mitigate fraud losses, and ensure client trust is maintained throughout the process

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· Collaborate with cross-functional teams to monitor trends, identify fraud patterns, and implement preventative measures.

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· Balanced agency daily deposits with ECP (Electronic Check Processing) reports

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· Assisted with process improvements with production staff and management (error reporting)

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· Liaison between Agency and Relationship Manager for question and concerns

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• Investigate and resolve complex fraud cases involving credit, debit, and ATM transactions using advanced data analysis and fraud detection tools

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CUSTOMER SERVICE 06/2019 to 02/2021

Medxcel Indianapolis, IN

Helped clients with the following:

· Receive and evaluates emergency and non-emergency calls

· Escalating to appropriate facilities management personnel when necessary.

· Receiving up to 100 calls a day

· Use telephony system to manage incoming calls, emails, and voicemails in a timely, professional, and courteous manner for all lines of business

· Ask questions to interpret, analyze, and anticipate the caller's situation to resolve problems, provide information, escalate, or refer to other resource

• Implemented strategies to increase customer service satisfaction ratings. Provided exceptional customer service while managing escalated complaints or concerns.

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Monitored and reported technical issues to deliver quality customer service.

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Demonstrated excellent customer service skills, addressing concerns promptly and professionally.

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·Use resources to provide accurate information to customers. Responsible for:

· Identify and investigate system or process issues as requested FRAUD PROCESSOR 06/2012 to 06/2019

US Bank Overland Park, KS

• Managed 65+ daily fraud and dispute cases in compliance with Reg E and Reg Z, ensuring deadlines were met for provisional credits and investigations. • ;Conducted thorough investigations of credit/debit card claims by analyzing transaction data and communicating with customers and merchants

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. • Drafted detailed customer communications and maintained accurate documentation to support audit readiness.

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• Used multiple systems (including Main Frame and FiServ) to cross-check transaction histories and validate suspicious activites

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• Processing fraud claims for Credit Debit Pin and Atm Fraud claims. EDUCATION High School Diploma 05/1987

Genesis, Kansas City Mo

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