Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Geneva Richards

Prosper,USA

Summary

Highly skilled Fraud Specialist with relevant experience in investigating and resolving fraud cases in the financial industry. Possess strong abilities in data analysis, risk assessment, and policy compliance to effectively detect fraudulent activities. Proven skills in customer service including communication and problem-solving have led to successful client relationships. Previous roles have resulted in improved operational efficiency and reduced financial losses due to fraud.

Overview

10
10
years of professional experience

Work History

Fraud Specialist II

JP Morgan Chase
Plano, TX
11.2021 - Current
  • Analyzed daily claims to detect fraud and implement recovery strategies, ensuring compliance with policies and procedures.
  • Achieved high productivity in debit card fraud detection and contributed strategic insights to enhance team efforts.
  • Promoted best practices and improved recovery skills through targeted training.
  • Strong focus on protecting customer accounts while mitigating financial losses.
  • Led comprehensive fraud investigations and claims resolution initiatives to protect customer accounts and mitigate financial risks.
  • Strategically analyzed and validated daily claims to detect fraudulent activities, implementing effective solutions for fund recovery.
  • Enforced strict adherence to policies and procedures, ensuring the prevention of financial losses.
  • Demonstrated expertise in debit card fraud detection, consistently surpassing productivity benchmarks.
  • Provided strategic insights during team meetings to identify and capitalize on key opportunities in fraud scenarios.
  • Spearheaded the resolution of outstanding GL entries by reviewing and addressing failed financial claims.
  • Served as a Subject Matter Expert (SME) for Failed Financials, guiding best practices and knowledge sharing.
  • Advanced capabilities in recovery allocations claims through targeted upskilling initiatives.

Customer Service Representative

Globe Life Insurance
McKinney, TX
06.2020 - 10.2021
  • As a dedicated Customer Service Representative at Globe Life Insurance, I played a pivotal role in enhancing customer satisfaction and ensuring seamless financial transactions for our valued policyholders.
  • Successfully handled a high volume of incoming calls, providing personalized support and solutions to policyholders, which significantly improved customer retention and satisfaction.
  • Streamlined the payment process by adeptly handling Bank Draft and Credit/Debit card transactions, ensuring accuracy and timeliness in every financial interaction.
  • Conducted thorough reviews of premium histories, offering insightful guidance to policy holders and contributing to informed decision-making.

Fraud Specialist / Fraud Hotline Specialist

JP Morgan Chase
Lewisville, TX
11.2015 - 01.2020
  • Led strategic fraud investigations and ensured exceptional customer service across banking systems.
  • Swiftly addressed online disputes, maintained compliance, and provided expert guidance to new specialists.
  • Focused on refining skills in fraud management and ensuring accuracy in financial reporting, all while resolving complex account issues to deliver comprehensive customer service.
  • Led fraud claim investigations and delivered exceptional customer support across diverse banking platforms.
  • Efficiently processed claims related to unauthorized online activities, ensuring swift resolution.
  • Conducted thorough reviews of CCS adjustment claims to ensure compliance with regulations.
  • Investigated reports of fraudulent transactions, confirming their validity and taking appropriate action.
  • Acted as a Subject Matter Expert (SME) for new IBP specialists, providing essential floor support and guidance.
  • Enhanced expertise in handling debit card fraud claims through targeted upskilling.
  • Managed and processed taser claims with precision and accuracy.
  • Analyzed and worked on merchant credit reports to ensure accuracy and compliance.
  • Handled inbound calls from clients and bankers, providing expert assistance and solutions.
  • Reviewed accounts with complex issues, delivering effective resolutions.
  • Developed skills in Deposit Review, New Account Screening, EMM phone group, and compliance review to ensure comprehensive service delivery.

Customer Service Representative

USAA
San Antonio, TX
  • As a dedicated customer service representative at USAA in addition to credit card customer service I played an essential role in deposit acquisitions as well as volunteering to be upskilled to assist the mortgage department to process mortgage applications over the phone with limited access to credit reports for initial underwriting review.

Fraud Prevention Specialist

CBE Companies
New Braunfels, TX
  • Managed high volume of calls daily to review applications for phone service with Verizon to confirm accuracy of information to prevent fraud.
  • Utilized online systems such as Lexis Nexis to verify information was correct and matched the details provided by the applicant.

Education

GED -

Brookhaven College
Dallas, TX

Skills

  • Claims management systems
  • Fraud detection techniques
  • Compliance with regulations
  • Financial evaluation skills
  • Client service excellence
  • Risk evaluation strategies
  • Inventory oversight
  • Data integrity assurance
  • Proficiency in Microsoft Office
  • Collaborative teamwork
  • Mentorship and training

References

References available upon request.

Timeline

Fraud Specialist II

JP Morgan Chase
11.2021 - Current

Customer Service Representative

Globe Life Insurance
06.2020 - 10.2021

Fraud Specialist / Fraud Hotline Specialist

JP Morgan Chase
11.2015 - 01.2020

Customer Service Representative

USAA

Fraud Prevention Specialist

CBE Companies

GED -

Brookhaven College

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