Courtney Howington
Johnson City,TN
Summary
Reliable, detail-oriented Credit Fraud Analyst with strong investigative, written-communication, and Microsoft Office skills. Experienced in analyzing complex transaction data, writing clear investigative narratives, and making fact-based decisions under time pressure.
Overview
11
11
years of professional experience
Work History
Credit Fraud Analyst
Citibank NA
07.2021 - Current
- Investigate suspected credit card fraud cases by analyzing transaction history, customer communications, and supporting documentation.
- Prepare and file detailed reports for law enforcement and regulatory agencies, ensuring compliance with legal and company requirements.
- Write concise, persuasive investigative narratives that summarize findings and support recommended outcomes.
- Use Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams) daily to document cases, create status reports, and track workflows.
- Exercise critical thinking to make timely, fact-based decisions; escalate appropriately when additional review is required.
- Maintain strict confidentiality and exceptional attention to detail while reviewing high volumes of documentation.
Sallie Mae Collections
Advanced Call Center Technologies LLC
Johnson City, TN
01.2020 - 07.2021
- Managed high-volume collections through effective communication and negotiation techniques.
- Resolved customer inquiries to enhance satisfaction and minimize account delinquencies.
- Analyzed payment histories to identify trends and adjust collection strategies accordingly.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
Grant Administrator/Counselor
Appalachian Counseling Center
Johnson City, TN
05.2019 - 12.2020
- Oversaw grant administration activities to ensure compliance with funding requirements and deadlines.
- Ensured compliance with federal, state, and local regulations related to grant administration and program implementation.
- Assisted with administration, enrollment, attendance and reporting of both live and online programs.
- Assisted clients in developing compelling narratives for grant proposals, increasing funding opportunities.
- Facilitated strong communication between students, parents, and school administration regarding academic progress or concerns related to the program.
- Collaborated with multidisciplinary teams to coordinate care and enhance client support services.
- Conducted assessments to identify clients' strengths, challenges, and progress towards goals.
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
- Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Implemented behavioral modification strategies to help clients develop healthier coping mechanisms.
Cashier/Customer Service
Walmart
Johnson City, TX
11.2016 - 12.2020
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Managed cash drawer, ensuring balanced registers at shift end.
- Assisted customers with inquiries, providing exceptional service and product knowledge.
- Resolved customer complaints promptly, enhancing overall satisfaction and loyalty.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Crew Memeber
Pals
Johnson City, TN
01.2015 - 11.2016
- Delivered exceptional customer service in fast-paced environment.
- Operated cash register and processed customer transactions efficiently.
- Ensured food safety and sanitation standards compliance during meal preparation.
- Assisted team members in training new staff on service protocols and procedures.
- Maintained stock levels of food items and supplies, preventing shortages during peak hours.
Education
Bachelor of Social Work - Social Work
East Tennessee State University
Johnson City, TN01.2019
Skills
- Fraud investigation & case management
- Report writing & narrative development
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams)
- Analytical thinking & problem solving
- High reading comprehension & attention to detail
- Time management & reliability
- Confidentiality & compliance
- Clear written communication
Availability
Full time, open availability
Timeline
Credit Fraud Analyst
Citibank NA
07.2021 - Current
Sallie Mae Collections
Advanced Call Center Technologies LLC
01.2020 - 07.2021
Grant Administrator/Counselor
Appalachian Counseling Center
05.2019 - 12.2020
Cashier/Customer Service
Walmart
11.2016 - 12.2020
Crew Memeber
Pals
01.2015 - 11.2016
Bachelor of Social Work - Social Work
East Tennessee State University