Emerald Jackson

Assist customers with filing claims, providing updates on their case status, and ensuring timely resolution while maintaining a high level of professionalism.

Review, analyze, and process customer claims related to unauthorized transactions, billing disputes, chargebacks, or errors on accounts.

Investigate suspicious or fraudulent transactions by gathering evidence, reviewing account activity, and collaborating with fraud prevention teams.

Identify trends in fraudulent activity and recommend proactive measures to reduce risk and enhance customer security.

Ensure claims are processed within service-level agreements (SLAs) to meet customer expectations and compliance requirements.

Respond to Accident Calls: Handle incoming calls from customers involved in accidents with

professionalism and empathy. Provide a calming presence and assist them through the initial

reporting process.

Information Gathering: Collect essential details about the accident, including location, parties

involved, vehicle information, and any injuries sustained. Ensure all information is accurate and

comprehensive.

Claims Process Guidance: Explain the claims process to customers, including next steps, required

documentation, and expected timelines. Provide clear instructions and answer any questions they

may have.

Documentation and Record-Keeping: Accurately enter accident details into the system and update

records as needed. Ensure that all documentation is complete and properly filed

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.

Handle escalated customer calls related to account issues, disputes, and complex banking inquiries, ensuring timely and effective resolution.

Provide high-quality customer service by addressing inquiries, resolving minor issues, and directing complex concerns to the appropriate department.

Handle administrative tasks, including document preparation, data entry, and maintaining accurate customer records.

Communicate professionally with frustrated or dissatisfied customers, demonstrating empathy and de-escalation techniques to improve customer satisfaction.