DeJa Thomas

Monitor and investigate potentially fraudulent transactions to protect customer accounts and company assets.

Review fraud alerts and activity reports, contacting customers as needed to verify legitimacy.

Block and secure accounts based on established protocols to prevent further unauthorized activity.

Research application fraud and analyze Anti-Money Laundering (AML) alerts for suspicious patterns.

Escalate high-risk concerns to management or specialized teams for further investigation.

Handled inbound and outbound calls, addressing customer inquiries and resolving issues promptly.

Provided accurate product and service information to assist customers in decision-making.

Maintained a 90%+ customer satisfaction rating through effective communication and problem resolution.

Processed orders, returns, and exchanges while keeping detailed system records.

Collaborated with internal departments on escalated issues to improve service.

Trained and mentored new service agents, promoting best practices.

Maintained organized filing systems for easy document access.

Processed incoming/outgoing mail and scheduled meetings for staff.

Performed accurate data entry and maintained internal databases.

Provided customer support via phone and in person.

Assisted accounting team with invoice processing and report updates.