Brian Speers
Windsor Heights,IA
Summary
Accomplished leader with over 16 years of experience in managing teams across various industries, including insurance, financial services, and customer support. With a strong background in team development, process improvement, and complex problem-solving, he has successfully led remote and in-person teams to achieve performance goals while maintaining high standards of customer service and operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Financial Fraud Analyst
Velera
03.2024 - Current
- Responsible for daily analysis and review of financial/credit card fraud cases
- Approves and processes claims of fraudulent credit and debit card cases as per regulations set forth by Visa
- Sets up new cases of incoming fraudulent activity by gathering information including statements, purchase history, and other items to properly construct new individual cases
- Analyzes fraudulent claims for validity and adherence to Visa's financial regulations
- Uses merchant submitted documentation to review and submit pre-arbitration decisions to approve or deny merchant claims of disputes on chargeback cases
- Closes cases of financial fraud after adequate completion of all procedural steps in accordance with financial regulations, including chargebacks protocols, pre-arbitration review, and final arbitrations
- Services incoming dispute and fraud cases from a customer service aspect, including answering customer inquiries and updates via inbound phone calls
- Consults with project leads to write and improve/curate procedural steps for the processing of chargebacks, pre-arbitration, arbitration, and other tasks within the fraud department
Claims Service Supervisor
EMC Insurance
12.2019 - 03.2024
- Manages the daily operations and intake of the corporate claims call center, including hiring, training, development of associates, quality management, scheduling, customer survey administration,, and other various duties
- Conducts monthly Customer Satisfaction Index Surveys, using the survey feedback to feed the Customer Impact dashboards used at the manager level and beyond for Associate coaching and analytical review
- Responsible for the continued improvement and performance of claims call center associates, specifically regarding the accurate and timely intake of new claims, as well as service to existing claims
- Performs Mid-year and End-of-Year performance reviews for associates, and coached skill sets on a monthly basis as needed
- Monitored and managed all relevant call center metrics, including quality measurements, handle times, wait times, abandoned rates, etc
- Communicates effectively with senior leadership to ensure all corporate directives and goals are being met, and to streamline the needs and growth of the call center unit
Communications Specialist / UX Designer
Nationwide Insurance
11.2014 - 12.2019
- Lead the User Experience design implementation for multiple units including Claims, Personal Lines, and Agribusiness
- Manages the design, build, test, communication, and release phases in partnership with the business unit contacts
- Oversight and curation of content including the consolidation, cleansing, vetting, and final proofing of both written and visual elements
- Acted as liaison between business groups to ensure timely execution of iteration schedules, effective change management communications, and execution of business unit expectations
- Innovated and continuously improved the content design, leveraging the most up-to-date technology and contemporary layouts to achieve the most efficient and accurate delivery of information to front-end users
- Engaged a variety of business units to problem solve and refine products, as well as developed new implementation plans for incoming product line needs
Customer Service Supervisor
Nationwide Insurance
02.2008 - 11.2014
- Managed team of CSRs in the personal lines service department, including scheduling, interviews and hiring, disciplinary actions, personal development, escalations, customer feedback, and daily operations
- Provided coaching, ongoing training, and management of associate skill sets on company systems to ensure accurate and efficient work related tasks
- Responsible for continued improvement of associate performance in call service time related metrics, and for analysis of drivers and behavioral factors contributing to negative performance trending
Education
Graphic Design -
Sessions College for Professional Design
01.2004
Skills
- Leadership and Team Management
- Call center management
- Coaching and development
- Process Improvement
- Project management
- Complex claims handling
- Remote team management
- Performance management
- Training resource development
- Complex claims handling
Certification
- Greenbelt Certified
Affiliations
- Published author of YA adventure novels
- Published sports writer
Accomplishments
- Winner of the 2009 Skywalk Mural Design competition
References
References available upon request.
Timeline
Financial Fraud Analyst
Velera
03.2024 - Current
Claims Service Supervisor
EMC Insurance
12.2019 - 03.2024
Communications Specialist / UX Designer
Nationwide Insurance
11.2014 - 12.2019
Customer Service Supervisor
Nationwide Insurance
02.2008 - 11.2014
Graphic Design -
Sessions College for Professional Design
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