Anahi Medina
Carpentersville,IL
Summary
Skilled Group Specialist with expertise in group dynamics, team building, and conflict resolution. Demonstrated ability to foster strong relationships and promote positive team culture. Committed to improving organizational performance through key stakeholder engagement and strategic planning. Proven track record of success in previous roles underscored by significant improvements to team cohesion and productivity.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Protection Group Specialist 2
J.P. Morgan Chase
03.2025 - Current
- Contacted customers to verify suspicious information, assessing risk and confirming account legitimacy to prevent fraud.
- Reviewed accounts for credit abuse, fraudulent applications, and identity theft, determining appropriate actions to mitigate risk.
- Exercise independent judgment to close high-risk accounts or refer cases to appropriate departments in accordance with fraud and compliance policies.
- Collaborated with internal teams to escalate complex fraud cases and ensured documentation accuracy for compliance and audits.
Fraud Recovery Specialist 2 (Bilingual)
J.P. Morgan Chase
06.2024 - 03.2025
- Reviewed fraud-related account disputes, explained rebills and claim denials to customers, and ensured compliance with fraud recovery policies to enhance customer understanding.
- Processed credit adjustments, reversals, and rebills while balancing accounts and resolving discrepancies to maintain accurate financial records and support fraud recovery efforts.
- Acted as primary contact for fraud and billing inquiries, leveraging communication and problem-solving skills to resolve issues and uphold high customer service standards.
- Processed credit adjustments, reversals, and rebills while balancing accounts, resolving discrepancies, and maintaining accurate financial records.
Fraud Specialist (Bilingual)
J.P. Morgan Chase
10.2022 - 06.2024
- Review and analyze various portfolios of high-risk accounts, ensuring timely intervention and resolution of any fraudulent issues to ensure customers satisfaction.
- Identify and manage fraudulent risks by recognizing peculiar activity throughout customers' accounts, raising awareness to our Customer Protection Group, and providing the appropriate information to escalate that account.
- Reviewed and analyzed high-risk account portfolios, ensuring timely intervention and resolution of fraudulent issues to enhance customer satisfaction.
- Identified and managed fraudulent risks by recognizing unusual activity in customer accounts, alerting the Customer Protection Group, and supplying necessary information for escalation.
- Conducting proper probing questions to ensure accurate and appropriate claim submissions.
- Assisted team members with compliance errors and provided personalized coaching to ensure adherence to company policy and procedure standards.
- Reviewed customer accounts and adjusted credits to ensure accuracy.
- Demonstrated proficiency as a ChatNinja by using chat platforms and colleague support software to assist colleagues with procedures, troubleshooting, and account assistance.
- Assisted team members in correcting compliance errors and provided personalized coaching to ensure adherence to company policies and procedures.
Education
Associates of - Arts in Business
Elgin Community College
Elgin, ILSkills
- Customer Account Management
- Regulatory Compliance
- Risk Management
- Billing adjustments
- Account Reconciliation
- Financial Recordkeeping
- Quality Control
- Data Analysis
- Pattern Recognition
- Microsoft Office Suite
- Customer Engagement
- Relationship & Team Building
- Communication skills
Certification
Microsoft Excel Certification, 2025
Languages
- English, fluent
- Spanish, fluent
Core Knowledge Strengths
- Relationship & Team Building
- Data Analysis
- Risk Management
- Customer Account Management
- Billing, Rebills, & Credit Adjustments
- Regulatory Compliance
- Quality Control
- Strong Communication skills
- Account Reconciliation
- Financial Recordkeeping
- Pattern Recognition Technology
- Proficient in Social Media
- Microsoft Office Suite
Timeline
Customer Protection Group Specialist 2
J.P. Morgan Chase
03.2025 - Current
Fraud Recovery Specialist 2 (Bilingual)
J.P. Morgan Chase
06.2024 - 03.2025
Fraud Specialist (Bilingual)
J.P. Morgan Chase
10.2022 - 06.2024
Associates of - Arts in Business
Elgin Community College