Adept at optimizing customer accounts to reduce costs and enhance services while maintaining a remarkable 94 percent customer satisfaction rate. Proven expertise in actively monitoring and preventing fraudulent activities using CRM software and specialized tools. Collaborative team player with a consistent record of preventing 6-10 fraudulent interactions daily. Seeking a challenging fraud investigative role to apply skills and contribute to a dynamic team.
● Reviewed and analyzed deposit transactions, with a sharp focus on identifying and reporting any suspicious activities, including unusual PIN code attempts and unauthorized access attempts.
● Successfully detected and prevented fraudulent activities by recognizing callers attempting to impersonate legitimate customers, despite having access to sensitive account information, but lacking the ability to verify account balances or recent transactions.
● Collaborated effectively with cross-functional teams, including the IT department and risk management teams, to investigate and resolve fraud cases, ensuring the security of customer accounts and financial assets.
● Proficiently utilized a range of technologies, encompassing transaction processing systems, risk management platforms, case management applications, research tools, and analytical software.
● Demonstrated adeptness in efficiently navigating diverse software packages, including Microsoft Office applications, to enhance productivity and effectiveness in daily tasks
● Successfully assisted customers in optimizing their accounts, resulting in lower bills and improved service packages.
● Vigilantly monitored and detected fraudulent orders, such as unauthorized phone and device purchases, and prevented unauthorized account access.
● Utilized CRM software and specialized tools to investigate order placement details, addresses, and payment methods for fraud detection.
● Achieved an impressive 94 percent customer satisfaction rate while managing a high call volume of 100-160 calls per day.
● Collaborated effectively within a team and independently to identify and mitigate fraudulent account activities.
● Consistently prevented 6-10 fraudulent interactions daily, contributing to enhanced security and customer trust.