Barbara Jack-Goods
Acworth,GA
Summary
Motivated, independent professional with 30+ years of diversified business experience in customer relations and communications. Eighteen years of extensive fraud investigations with State Farm Insurance Companies including mediations and arbitrations. Versed in several mainframe systems to aid in the management of investigations. Utilize many other systems, not limited to mainframe; Works well with all levels of management and support to resolve complex product and service issues. Proficient in many areas of customer service and support while coaching and encouraging my peers. Always ranked in the upper 1% of all metrics.
Overview
14
14
years of professional experience
Work History
Debit Detection Intake Specialist
USBank
11.2024 - Current
- Investigate debit fraud to complete fraud claims
- Cancel debit cards and reissue
- This position is as a result of the need of cross-training efforts to fully accommodate clients on a one-call resolution
- Assists Managers and new hires with various applications
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
Fraud Disputes and Intake Representative
USBank
01.2024 - 11.2024
- Identified areas for process improvement within the intake department, aiding in the implementation of more efficient practices.
- Resolved escalated issues with professionalism and empathy, earning trust from both colleagues and clientele alike.
- Efficient use of several systems: TOPS, BEE, Orion and other mainframe applications to effect quick resolutions to clients cases
- Enhanced customer satisfaction by efficiently processing intake forms and accurately entering data into the system resolving check fraud, ATO, Zelle and debit disputes
Preferred Fraud Detection Specialist/ Wealth Fraud Detection
Bank of America
06.2011 - 05.2021
- Advanced to Wealth Fraud detection for accounts with assets over of 1.8 Billion/ working with Account managers
- Consistently confirm fraud and block cards successfully
- Effectively set up fraud claims and issue new credit cards
- Actively monitor suspicious activity on credit cards using history, usage and other tools to make fraud identification
- Obtained 100% customer satisfaction and obtained above average or better fraud ID rate
- Enhanced fraud detection rates by implementing advanced data analysis techniques and tools.
Consumer Marketing Operations Consultant
Bank of America
01.2015 - 01.2016
- Managed diverse teams and fostered a positive working environment, leading to increased employee satisfaction.
- Achieved “Call of the Month” for Preferred Fraud and Small Business
- Assist in conducting and coordinating weekly team meetings Consumer Marketing Operations
- Reviewed accounts to determine the necessity of consolidating debt: resulting in a benefit for the customer and the bank, thereby creating a need that was mutually beneficial for all parties
- Skilled Customer Service Representative with a customer satisfaction rate of 100% consistently
- Made adjustments for billing and sales issues
- Calls used for training tool for new hire classes
- Sold Overdraft protection and other credit card products and services
- Ranked in top 1% in Sales division
Manager
TeamAssets
01.2011 - 01.2012
- Motivated associates and staff to achieve individual and site goals
Education
B.S. - Marketing/ Apparel Technology
Purdue University
West Lafayette, IndianaSkills
- Outlook
- Windows
- Microsoft Office and Excel
- Application processes
- Edge
- Analytical thinking
- Follow-up skills
- Claims processing
Timeline
Debit Detection Intake Specialist
USBank
11.2024 - Current
Fraud Disputes and Intake Representative
USBank
01.2024 - 11.2024
Consumer Marketing Operations Consultant
Bank of America
01.2015 - 01.2016
Preferred Fraud Detection Specialist/ Wealth Fraud Detection
Bank of America
06.2011 - 05.2021
Manager
TeamAssets
01.2011 - 01.2012
B.S. - Marketing/ Apparel Technology
Purdue University
Similar Profiles
Anthony ShermanAnthony Sherman
Digital Banking Specialist at USBankDigital Banking Specialist at USBank
Ana PieriniAna Pierini
ASSISTANT MANAGER/ OPERATIONS SPECIALIST/Market Operations Manager at USBANKASSISTANT MANAGER/ OPERATIONS SPECIALIST/Market Operations Manager at USBANK
Josefa Cano-CaballeroJosefa Cano-Caballero
Client Relationship Consultant 4 at USbankClient Relationship Consultant 4 at USbank