Alejandra Lopez
Arlington
Summary
With extensive experience in fraud investigation, transaction processing, and customer service, I have consistently demonstrated strong problem-solving skills, effective communication, and the ability to manage complex cases efficiently. My proficiency in multi-tasking and adaptability in fast-paced environments has enabled me to achieve high productivity and provide exceptional support to both external clients and internal partners.
Overview
18
18
years of professional experience
Work History
Fraud Specialist 2
JPMorgan Chase Bank
08.2020 - Current
- Conducted thorough investigations, obtain documents required for reasonable investigations, and recovery processing as applicable for fraud and non-fraud claim types (Debit, ACH, ATM, POS, BillPay) on over 10,000 claims
- Utilized critical thinking and independent judgement to prioritize work and ensure operational efficiency
- Demonstrated resilience and adaptability in a fast-paced environment with zero errors and 156% productivity index, while maintaining effective communication with supervisors
Transaction Processing Senior Specialist 1
JPMorgan Chase Bank
02.2019 - 08.2020
- Resolved conflicts and managed customer expectations effectively
- Prepared and maintained comprehensive documentation
- Resolved Department of Motor Vehicles Rejects
- Processes complex accounts by conducting advanced research
- Effectively prioritize work to ensure efficiency
- Managed escalated problems logically and with good judgment to achieve the appropriate outcome
Centralize Case Specialist 2
JPMorgan Chase Bank
05.2018 - 02.2019
- Supported specialist to ensure service levels were met
- Reported and addressed issues promptly
- Assigned cases to the team
- Ensure that the cases were worked within designated SLAs
- Reassigned escalated cases to specialist as needed
Senior Service Specialist 2/ Business Research
JPMorgan Chase Bank
03.2010 - 05.2017
- Responsible for the efficient and satisfactory resolution of the Business Premier (VIP) Client cases that were assigned by Relationship Managers and all levels of branch personnel
- Identified customer needs and provided appropriate solutions through relationship building
- Communicated effectively with external clients and internal partners
- Manage high level escalations logically and with good judgment to ensure the appropriate outcomes
- Redeemed rewards for the business segment
- Researched lost orders, including merchandise, gift cards and monetary transfers
- Engaged and performed outreach to business clients to place orders and provide updates on the status of previous orders
Senior Service Specialist 1/ Telephone Specialist
JPMorgan Chase Bank
03.2007 - 05.2010
- Handled inbound calls from personal banking and business customers.
- Provided customer service for personal and business customers with checking, savings, CDs and loan accounts.
- Assisted customers with online digital service issues, including enrollment in chase.com troubleshooting login issues.
- Served as a peer coach for new hires and existing bankers, focusing on servicing digital inquiries and business customers.
Education
Diploma -
South Grand Prairie High
Grand Prairie, TX01.2004
Skills
- Efficient in multi-tasking
- Strong verbal and written communication
- Ability to work under pressure
- Bilingual
- Organization Skills
- Works well in a group setting
- Proficient in Word and Excel Application
- Problem solver
Timeline
Fraud Specialist 2
JPMorgan Chase Bank
08.2020 - Current
Transaction Processing Senior Specialist 1
JPMorgan Chase Bank
02.2019 - 08.2020
Centralize Case Specialist 2
JPMorgan Chase Bank
05.2018 - 02.2019
Senior Service Specialist 2/ Business Research
JPMorgan Chase Bank
03.2010 - 05.2017
Senior Service Specialist 1/ Telephone Specialist
JPMorgan Chase Bank
03.2007 - 05.2010
Diploma -
South Grand Prairie High
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