Allister Dakin

Review electronic cases produced by the Falcon Fraud Detection System

Represent the department professionally in talking to internal and external customers in an inbound/outbound call center

Analyze transaction patterns and respond quickly to high-risk situations

Identify changing fraud trends, document and report to appropriate department personnel in a timely manner to assist in the reduction of fraud loss

Verify account activity and take appropriate action to minimize potential fraud loss and customer inconvenience as well as controlling and managing calls

Process Lost/Stolen account calls

Maintain daily and monthly performance standards, including those pertaining to quality and quantity

Perform all other miscellaneous duties as assigned

• Support team performance in identifying control failures in bank processes, procedures, customer, or colleague decisions
• Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
• Perform complex operational tasks, including review, verification, and identification of customer transactions to detect and prevent fraud, policy violations or resolve merchant disputes in order to mitigate and recover losses
• Provide subject matter knowledge and interpretation of procedures to less experienced staff
• Interact with fraud and claims functional area on a wide range of information as well as with external customers.

• Delivered exceptional customer service experiences as a Fraud Support Specialist
• Started out in customer service temp seasonal then was promoted to fraud full time permanent
• Serviced the cards and handled holds related to fraud activity
• Performed authentications with every ch that follows up and for every other dept associated with unemployment based on need
• Received a promotion after a couple months in the fraud dept
• As an SCA assumed the role of a supervisor helping any agent with investigations on accounts, manager overrides, and handling supervisor calls via transfer from an agent.

• Observed and reported activities and incidents at an assigned client site, providing for the security and safety of client property and personnel
• Secured premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry
• Prevented losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers
• Obtained help by sounding alarms.

• Successfully and accurately recorded customer info in a timely manner
• Promptly provided appropriate information to answer questions, troubleshoot issues, and help the consumer with a purchase
• Independently performed essential duties like data entry, data retrieval, data modification, navigating script program to personalize product for consumer
• Managed a high-call volume while maintaining a fun and informative experience for the consumer
• Trained team members on developmental processes of completing sales with upsells.