Jamie Traud

*Responsible for researching and investigating fraud claims to determine validity.

*Responsible for processing chargebacks when applicable to reduce fraud losses.

*Responsible for researching and investigating Zelle disputes

Responsible for various tasks which include, but are not limited to; investigating customer fraud claims for quick resolution. Communicating closely with American Express regarding chargebacks, representments, pre-arbitration and good faith for fraud claims as well as general cardholder disputes. Following strict timeframes to insure claims are processed in a timely manner. Assisting colleagues with questions regarding fraud claims procedures and resolution. Providing coaching opportunities and feedback to colleagues to better equip them for success in their role. Taking escalated customer calls when necessary. Providing excellent customer service to both colleagues and customers. Working alongside management to streamline the claims process and provide ideas for better success. Working reports related to fraud claims procedures. Writing training materials and providing training to colleagues to insure growth in their role.

• Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
• Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
• Participated in group discussions with team members to develop new ways to combat fraud.
• Connected patterns for underlying account associations to discover undetected fraud.
• Tracked chargeback activity to identify best practices for determining fraud.
• Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
• Served as primary contact for fraud claim inquiries.
• Determined existing fraud trends by analyzing accounts and transaction patterns.