Gabrielle Robinson
Grand Prairie,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Fraud industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing strong connections. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
A relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
Overview
10
10
years of professional experience
Work History
Officer; SR FRAUD ANALYST II
BANK of AMERICA
04.2022 - Current
- Communicated with Large Corporate and Commercial Clients via Outbound Calls and Email to authenticate suspicious high dollar wire and ach payments
- Maintain clients' records by reviewing case notes, logging events and progress in a case management environment
- Review, Monitor and analyze fraud strategies for trends
- Research and analyze payment activity and use personal judgment to determine appropriate actions that remove or minimize fraud exposure
- High awareness to recognize non-obvious patterns
- Relies on excellent judgment to plan and execute goals and the development of dashboards
- Data entry claim analyst, financial responsibility for multiple client accounts daily
- Update various databases and systems with information associated with fraud as well as coordinate with departments regarding fraudulent activity.
- Improved department efficiency by streamlining and implementing policies and processes.
- Improved team morale and performance with consistent feedback and recognition of achievements.
FRAUD SPECIALIST
INSIGHT GLOBAL - ILLINOIS DEPARTMENT EMPLOYMENT SECURITY
08.2021 - 04.2022
- Analyze unemployment benefit applicant documents and identify potential fraud and inaccurate information
- Examine proper documentation proof of employment affected by COVID-19
- Managed complicated escalations and incidents and quickly executed remediation strategies
- Establish close relationships with and work with critical partners across product, engineering, data science, and business teams to develop strategies for improving the documentation verification system and process
- Help register virtual claimants for unemployment benefits.
- Optimized fraud investigation workflows, accelerating resolution times and minimizing customer impact.
FRAUD STRATEGY COORDINATOR
JP MORGAN CHASE
08.2018 - 07.2020
- Worked with manager to develop long-term strategies for mitigation of transaction fraud across Chase's full suite of products (payment processing, issuing, banking) and transaction types (credit cards + local payment methods)
- Managed global service levels, products, and metrics
- Performed qualitative and quantitative analysis on fraud risk trends to identify new fraud patterns and worked together with Fraud Prevent to define and evaluate potential solutions
- Drove improved performance on established Fraud OKRs and KPIs supporting achieving desired function objectives in support of the company's broader mission
- Troubleshoot real-time system issues by effectively sending communications across affected sites
- Coded segments for Specialist to ensure E-learning completion promptly
- Regularly communicate project and metric updates to members of the Fraud Strategy leadership team.
- Entered data, generated reports, and produced tracking documents.
- Gathered and organized materials to support operations.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
FRAUD SENIOR SPECIALIST II
JP MORGAN CHASE
08.2015 - 08.2018
- Supported the strategic development and execution of early upstream fraud detection, prevention, mitigation, and investigative analysis consistent with Chase's risk model procedures, while supporting merchant partner and consumer growth and reducing consumer friction
- Resolved complicated merchant and consumer escalations and incidents by asking probing questions and anticipating requirements for win-win takeaways
- Worked collaboratively with Fraud Strategy, Machine Learning, Merchant Risk, Engineering, and Product to share fraud trends and provide insight on new fraud behaviors and methods
- Instituted pre-escalation talking points that empowered customer service agents to resolve callers' problems and concerns more independently, reducing escalated calls by 32%
- Led training of new and existing staff, assessing skills levels, and developing individual plans of action for each employee to address areas of development.
CREDIT CARD SPECILIAST
FIFTH THIRD BANK
01.2015 - 08.2015
- Prepared credit approval packages, annual reviews, renewals of credit, client credit proposals, and coordination of document preparation and closing
- Coordinated credit and loans portfolio administration support such as monitoring past dues and document exceptions
- Assisted in financial analysis, credit underwriting, and approval process
- Provided customers with a seamless onboarding experience from the moment of initial communication
- Identified and resolved issues for customers experiencing technical issues, working closely with our technical support team
- Researched and escalated possible fraudulent activity, working with the internal review team to ensure customer satisfaction and trust.
Education
Skills
- Solutions Building & Creative Problem Solving
- Microsoft Office (Word, Excel, PowerPoint)
- Customer Satisfaction and Retention
- SQL/SAS
- Strategic Planning
- Investigation Management
Timeline
Officer; SR FRAUD ANALYST II
BANK of AMERICA
04.2022 - Current
FRAUD SPECIALIST
INSIGHT GLOBAL - ILLINOIS DEPARTMENT EMPLOYMENT SECURITY
08.2021 - 04.2022
FRAUD STRATEGY COORDINATOR
JP MORGAN CHASE
08.2018 - 07.2020
FRAUD SENIOR SPECIALIST II
JP MORGAN CHASE
08.2015 - 08.2018
CREDIT CARD SPECILIAST
FIFTH THIRD BANK
01.2015 - 08.2015
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