BRIA GREGORY
Hagerstown,MD
Summary
Detail-oriented and client-focused professional with 4+ years of experience in regulated financial environments, including fraud detection, account verification, and digital support. Skilled in regulatory procedures, technical troubleshooting, and high-volume communication. Adept at interpreting policies, maintaining documentation standards, and collaborating with clients to ensure compliance and resolution of sensitive issues. Actively transitioning into the insurance compliance field with a strong foundation in secure data handling, CRM platforms, and client advisement.
Overview
6
6
years of professional experience
Work History
Virtual Chat & Email Support Specialist
Best Egg
11.2023 - Current
- Deliver timely, professional chat and email support to customers regarding account and compliance-related issues.
- Troubleshoot digital platform problems and escalate security or verification challenges.
- Document all client interactions to support regulatory tracking and internal audit trails.
Senior Virtual Customer Support Specialist
American Express
07.2022 - 11.2023
- Handled high-priority digital inquiries, ensuring strict adherence to client authentication and compliance.
- Provided secure, professional support for financial product inquiries with detailed recordkeeping.
- Assisted in policy communication and customer education regarding terms and usage compliance.
Fraud Support & Digital Banking Specialist
M&T Bank
11.2021 - 07.2022
- Investigated fraud claims and supported secure digital banking access for clients.
- Coordinated with internal departments to ensure regulatory reporting and customer notification timelines.
- Provided compliant responses to dispute claims and account recovery issues.
Chat & Email Technical Support Specialist
Navy Federal Credit Union
08.2019 - 11.2021
- Supported clients with web banking and credit card troubleshooting.
- Researched fraudulent transactions and guided users through resolution while meeting security compliance requirements.
- Logged case progress in Salesforce, ensuring accurate client records and follow-ups.
Education
High School Equivalency Diploma -
State of New York Department of Technical and Adult Education
New YorkSkills
- Regulatory Support & Documentation
- Fraud Detection & Digital Security
- CRM Tools: Salesforce
- CRM Tools: TSYS
- CRM Tools: ServiceNow
- Microsoft Office (Excel, Word, Outlook)
- Online Compliance & Licensing Research
- Chat & Email Client Communication
- Data Entry & Case Management
- Conflict Resolution & Time Management
Additional Information
Currently exploring insurance compliance courses to expand industry knowledge, Interested in regulatory frameworks, client compliance strategies, and digital transformation in insurance services
Timeline
Virtual Chat & Email Support Specialist
Best Egg
11.2023 - Current
Senior Virtual Customer Support Specialist
American Express
07.2022 - 11.2023
Fraud Support & Digital Banking Specialist
M&T Bank
11.2021 - 07.2022
Chat & Email Technical Support Specialist
Navy Federal Credit Union
08.2019 - 11.2021
High School Equivalency Diploma -
State of New York Department of Technical and Adult Education