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JP Morgan Chase and company

Business Process Sr. Specialist - Fraud Risk and Controls

2015/06～ 2019/11

• Support operational practices for the purpose of maintaining effective controls based upon regulatory guidelines
• Stay current with compliance, servicing requirements and business controls
• Conduct targeted reviews to evaluate the compliance of business practices according to regulatory guidelines
• Report results of reviews to the business along with recommendations to strengthen internal controls for the purpose of minimizing risk to the organization
• Utilize functional knowledge to escalate issues as appropriate
• Lead discussions relating to potential business impacts as a result of analysis, control reporting and key observations to unit management
• Conduct deep dive reviews to ensure that procedures are current and accurate to prevent operational risk
• Perform 2 rounds of quality evaluations to an average of 70-100 specialists per month in all Disputes processes across all sites
• Part of the Non escalated calls team that listens and evaluate calls captured by NICE as potential complaint calls
• Part of the Reassessment team who reviewed reassessment requests from team leaders
• Participated in Enterprise-wide calibration sessions for Disputes by Phone and Merchant Disputes
• Did parallel reviews to evaluate the accuracy of audits made by team leaders, BSG and designates
• Conducted quality evaluation certifications for Analysts, SMEs, and Managers in both Support and Operations groups

JP Morgan Chase and company

Risk Management Analyst II

2008/08～ 2015/06

Risk Management Analysts in this process investigate cases for recovery opportunities. These opportunities are achieved through charge backs, working directly with merchants, merchant banks and other departments within the company and reviewing account activity with cardholders to identify save opportunities. This involves following Visa and MasterCard rules and regulations in processing transactions. Analysts also assess validity of fraud claims by reviewing all pertinent information to the case and analyzing customer transaction patterns or history. They also establish contact with card members, merchants and third parties for challenge or re-bill opportunities. Each team member is responsible for achieving team and individual performance standards such as efficiency, customer connections, policy and procedure adherence, error free rate and variance. To consistently improve the Recovery function and increase recovery rate, analysts likewise, make recommendations to management with regard to fraud trends, workflow, and strategy revisions.

Teletech

Technical Adviser

2006/06～ 2008/08

-I take in escalations from agents and assist them with their inquiries.
-I calibrate with QA to insure quality for all calls.
-I do coaching with agents to insure that their product knowledge is up to date and that their performance is at par with client expectations.
-I manage the queue in the absence of a TL
-Client certified trainer for United scheduling back office productions.
-Successfully trained 3 waves for United airlines back office.'

Ambergris

Customer Service Advocate

2004/03～ 2006/04

We take in enrollments for new electricity service for Texas utilities. We also answer queries regarding the service and promos from the customer.