Carlos Jones

# Risk Operations

Location United StatesDesired Salary UnspecifiedWork preference Part TimeLinksNot setStatus   Actively looking Field / Industry Finance & Accounting

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

Report
[Overview](#overview)

## About Me

Passionate, goal-driven individual focused on applying leadership and management experience to all facets of my career. I display flexibility, efficiency, and compatibility with others in a diverse setting by applying my vast knowledge and experience in customer service.

## Skills

### [Analytical Skills](https://jobicy.com/talent/analytical-skills.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Banking](https://jobicy.com/talent/banking.md)

## Education

University of Phoenix  2019 - 2023  Bachelor of Science in Accounting/Business fundamentals

## Experience

Risk Operations Agent 5 @ PayPal  2019 - Present PayPal Remote
Senior Specialist Credit Risk/Fraud Mitigation 	2022 to Present
•	Manage teammate scheduling, roles, and overall development
•	Collaborate with group leaders on opportunities regarding consumer impact, coaching, in depth training
•	Calibrate with peers on areas in Quality Assurance that promote improvement for the department
•	Lead group assistance with mitigating risk, review of cases, and consumer interaction

PayPal Chandler, AZ
Credit Risk/Fraud Mitigation 	2020 to 2022
•	Mitigate fraud and risk to the company by reviewing, investigating and confirming customer account activity
•	Made outbound calls to follow up on potential security risk leads detected on customer accounts
•	Answered inbound inquiry calls related to customer account servicing
•	Assisted colleagues with troubleshooting and best practices related to fraud mitigation

Customer Solutions Agent II                                                                                                                                            2019 to 2020
•	Serviced inbound phone calls, chats, and emails to support customer account inquiries
•	Provided information regarding account and debit card security
•	Maintained efficient productivity and consistently achieved company metrics
•	Assisted with disputing errors/fraudulent activity identified and reported by customers

Premier Customer Service Specialist @ Wells Fargo  2015 - 2018 Wells Fargo Phoenix, AZ	2015-2018
Premier Phone Banker and Operations Specialist
•	Serviced inbound escalated contacts regarding financial concerns and service dissatisfaction
•	Supported questions through a coaching queue regarding customer inquiries
•	Achieved and maintained productivity and center wide sales goals
•	Provided sound financial advice for new customers, high-valued customers, and potential customers
•	Provided coaching and developmental assistance to consumer and premier banking departments
•	Developed leadership skills through providing coaching opportunities and call calibrations alongside team supervisors
•	Interim lead consumer and premier banking teams