Brandi Williams
Columbus,OH
Summary
Dedicated Chase professional with 10+ years of experience in customer service, fraud, compliance, and escalations. Proven ability to communicate effectively, coach individuals through complex situations, leverage AI and technology solutions, and maintain compliance in highly regulated environments. Seeking to expand my career within JPMorgan Chase by applying my relationship-building, communication, and operational expertise to support social media engagement and ambassador programs.
Overview
10
10
years of professional experience
Work History
Fraud Specialist IV
JPMorgan Chase
Columbus, Oh
02.2024 - Current
- Conduct real-time fraud investigations to identify and prevent unauthorized account activity.
- Perform identity verification and account authentication to protect customer accounts.
- Review legal, trust, estate, and court documents to ensure compliance and proper account handling.
- Resolve account discrepancies and investigate customer account concerns.
- Monitor and mitigate AML and compliance-related risks to protect the bank.
- Utilize AI-driven tools and technology to enhance fraud detection, investigations, and operational efficiency.
- Lead team meetings, communicate process updates, and facilitate knowledge sharing.
- Assist and mentor team members by providing guidance, support, and subject matter expertise.
- Support account protection efforts through risk assessment and fraud prevention strategies.
Fraud Specialist III
JPMorgan Chase
Columbus, OH
01.2020 - 02.2024
- Conducted inbound fraud prevention and account protection support, identifying and addressing suspicious account activity.
- Verified check deposits and account information to reduce fraud risk and ensure compliance with bank policies.
- Monitored real-time transactions for potential fraud, taking immediate action to protect customer accounts.
- Performed account verification and authentication to safeguard customer information and prevent unauthorized access.
- Investigated fraud alerts and suspicious activity, mitigating financial and operational risk.
- Delivered customer support related to fraud concerns while maintaining a strong focus on account security and risk management.
Business Banking Specialist
JPMorgan Chase
Columbus, OH
05.2018 - 01.2020
- Managed inbound customer service calls for both business and consumer banking clients, handling account inquiries, transactions, stop payments, and account maintenance.
- Promoted to handle escalated and complex customer concerns, resolving high-priority issues while maintaining service quality and professionalism.
- Ensured compliance with banking regulations, security protocols, and internal procedures while safeguarding customer account information.
Consumer Banking Representative
JPMorgan Chase
Columbus, OH
04.2016 - 05.2018
- Provided customer support via inbound calls, resolving account and transaction issues for both consumer and business banking clients.
- Assisted customers with online banking, bill payments, and digital banking services, ensuring smooth transaction completion.
- Delivered information on banking products and services to support customer needs and financial decisions.
- Guided customers through online navigation and digital banking tasks to improve self-service adoption and user experience.
Education
High School Diploma -
Renoldsburg High School
Reynoldsburg, OHSkills
- Fraud prevention
- Transaction monitoring
- Risk Mitigation
- Regulatory Compliance
- Escalation Management
- Customer Experience
- Data Analysis
- Process Improvement
- AI Tools & Technology Adoption
- Leadership
- Cross-Functional Collaboration
Timeline
Fraud Specialist IV
JPMorgan Chase
02.2024 - Current
Fraud Specialist III
JPMorgan Chase
01.2020 - 02.2024
Business Banking Specialist
JPMorgan Chase
05.2018 - 01.2020
Consumer Banking Representative
JPMorgan Chase
04.2016 - 05.2018
High School Diploma -
Renoldsburg High School
Tools
- Microsoft Word
- Microsoft Excel
- Microsoft Teams
- Canva
- Adobe Firefly
- Sharepoint