Carrington Williams
JPMorgan Chase
South Elgin,IL
19
years of professional experience
Dedicated Fraud Specialist with over 15 years in analyzing fraudulent transactions and improving customer satisfaction. Expertise in cybersecurity awareness and effective communication, leading to the successful resolution of complex fraud cases and enhanced client trust.
Work History
Fraud Specialist III
15 Years 7 Months- Analyzed fraudulent transactions using advanced detection tools to enhance identification accuracy.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Assisted customers that were victims of identity theft/reviewed accounts with possible account take-overs
- Assisted with securing Online profile
- Assisted with contact information changes/card request/verifying newly open credit cards
- Assisted with inbound and outbound
- Provided excellent customer service
Customer Service Representative
2 Years 8 Months- Resolved customer inquiries efficiently using CRM software to enhance satisfaction levels.
- Assisted customers with account management, providing accurate information and guidance on services.
- Collaborated with team members to improve service delivery processes and reduce response times.
- Trained new representatives on operational procedures to ensure consistent service quality.
- Developed training materials for staff, focusing on best practices in customer engagement techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted with unemployment/child support/food assistant debit cards
- Took property tax payments/child support payments/navy cash transfers
Education
High School Diploma
Skills
Fraud prevention
Anti-fraud systems
Cybersecurity awareness
Transaction monitoring
Excellent customer service
Timeline
Fraud Specialist III
JPMorgan Chase
01.2011 - 08.2026Read More
Customer Service Representative
JPMorgan Chase
07.2007 - 03.2010Read More
LARKIN HIGH SCHOOL
High School Diploma
Read More