Guadalupe Huerta
Poteet,TX
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Fraud Specialist III GL Recon
JP Morgan Chase
San Antonio, TX
12.2023 - Current
- Executed fund management processes for corporate accounts, ensuring proper distribution to customer and DDA accounts in alignment with service level agreements.
- Managed financial transactions with Visa and Discover, ensuring accurate fund flow through general ledger.
- Analyzed data and implemented quality research methodologies to enhance business support system efficiency.
- Implemented data-driven solutions that streamlined reporting workflows and reduced processing time.
Fraud Specialist II Online Inventory Management
JP Morgan Chase
San Antonio, TX
02.2019 - 12.2023
- Utilized multiple business systems and applications to investigate customer online profiles for signs of potential fraudulent activity.
- Conducted thorough assessments of online claims to uncover fraudulent activities and trends associated with Zelle across various banks.
- Investigated and documented patterns in fraud and scam activities to support organizational security initiatives.
- Collaborated with cross-functional teams to enhance fraud detection systems and protocols.
- Developed training materials and conducted workshops for staff on fraud prevention techniques.
- Evaluated emerging trends in financial fraud, adapting strategies to mitigate risks effectively.
- Established initial procedures for scam queue, focusing on note creation and workflow refinement.
Consumer Online Technical Support
JP Morgan Chase
San Antonio, TX
01.2018 - 02.2019
- Resolved customer inquiries related to online banking through effective handling of technical support calls. Achieved high customer satisfaction by addressing complaints and creating tickets for prompt resolution.
- Conducted thorough research on system-related issues to outline actionable solutions for complaint resolution.
- Provided expert troubleshooting for various online banking services and products, ensuring seamless functionality and customer satisfaction.
- Managed customer escalation calls to address and resolve complaints in a timely manner. Oversaw formal complaint processes to ensure customer concerns were addressed appropriately. Collaborated with teams to enhance customer service protocols based on feedback received.
Customer Service Specialist II
JP Morgan Chase
San Antonio, TX
04.2016 - 01.2018
- Analyzed customer requirements and implemented effective banking solutions to surpass expectations.
- Resolved customer inquiries, ensuring timely and accurate responses while maintaining high satisfaction levels.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Education
Associate of Arts - Criminal Justice
North East Lakeview College
San Antonio, TX05-2013
Skills
- Fluent in Spanish
- Skilled in Microsoft Suite tools
- Analytical thinking
- Skilled at prioritizing tasks simultaneously
- Prioritization and scheduling
- Proficient in EIV
- ESERVE
- Customer Assist
- Lexis Nexis
Affiliations
- Adelante
- Working Families
Languages
Spanish
Native or Bilingual
Timeline
Fraud Specialist III GL Recon
JP Morgan Chase
12.2023 - Current
Fraud Specialist II Online Inventory Management
JP Morgan Chase
02.2019 - 12.2023
Consumer Online Technical Support
JP Morgan Chase
01.2018 - 02.2019
Customer Service Specialist II
JP Morgan Chase
04.2016 - 01.2018
Associate of Arts - Criminal Justice
North East Lakeview College