Fraud & Customer Service Specialist Resume Title

BUSOLA A. UMOH

Columbus, Ohio • 614-***-**** • ***************@*****.***

PROFESSIONAL SUMMARY

Detail-oriented Customer Service and Fraud Operations Specialist with experience in KYC/AML compliance, fraud investigation, and financial account management. Proven ability to analyze high-risk transactions, resolve complex customer issues, and maintain regulatory compliance in fast-paced banking environments. Strong communicator with a track record of meeting performance metrics and delivering high-quality customer support. CORE SKILLS

• Customer Service & Account Resolution

• KYC/AML Compliance

• Fraud Detection & Risk Analysis

• Payment Processing & Review

• Delinquency & Collections Management

• Data Verification & Documentation

• Financial Analysis (Excel)

• Conflict Resolution & Negotiation

• Cross-Functional Collaboration

• Attention to Detail & Accuracy

PROFESSIONAL EXPERIENCE

Customer Service Associate (CSA FSIV)

JPMorgan Chase – Columbus, Ohio

April 2022 – Present

• Review and assess high-value financial cases ($50K–$1M), ensuring accuracy and compliance

• Evaluate account restrictions, payment holds, and transaction activity to support decision- making

• Collaborate with Fraud, Treasury, and Escalation teams to resolve complex account issues

• Serve as a liaison between departments to ensure efficient processing of customer requests

• Maintain detailed documentation in accordance with internal policies and regulatory standards

Fraud Specialist III

JPMorgan Chase – Columbus, Ohio

September 2021 – April 2022

• Investigated escalated accounts involving payment holds, disputes, and irregular transactions

• Reviewed customer accounts to validate financial activity and mitigate risk

• Utilized internal systems to track, manage, and resolve cases efficiently

• Partnered with internal teams to improve workflow and case resolution timelines Fraud Specialist I

JPMorgan Chase – Columbus, Ohio

January 2020 – September 2021

• Verified customer information and transactions (ACH, wire, Zelle) for compliance

• Investigated account activity and supported release of payment holds

• Identified potential fraud risks and escalated suspicious activity Credit Card Specialist

JPMorgan Chase – Columbus, Ohio

January 2019 – January 2020

• Assisted customers with account updates, billing inquiries, and transaction questions

• Explained financial processes clearly to improve customer understanding

• Maintained accurate records and ensured timely request processing Customer Service Representative (Collections & Account Management) Stepping Stone Health Care – Columbus, Ohio

January 2016 – December 2018

• Analyzed customer accounts to determine delinquency and payment risk

• Contacted customers via phone, email, and mail regarding overdue balances

• Negotiated payment plans to help customers meet financial obligations

• Prepared delinquent account reports for management review

• Reviewed and verified customer financial information for accuracy

• Prioritized accounts based on urgency and risk level

• Escalated unresolved accounts to collection agencies when necessary

• Maintained accurate documentation of all customer interactions KEY ACHIEVEMENTS

• Promoted within 9 months based on strong performance

• Received 4 Performance Awards (2022)

• Awarded Excellence in Fraud & Claims (2024)

• Recognized as Top CSA in Schedule Adherence (June 2024)

• Achieved 100% Individual SLA (July, August, October 2024)

• Earned 5 Key Awards from management and peers

EDUCATION

Bachelor of Science in Political Science (Public Administration )

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