Janae Villanueva
San Antonio,USA
Summary
Banking professional with experience in claims resolution, account investigations, and high-volume account servicing. Skilled in reviewing account information, conducting outbound customer communications, gathering and documenting details, and resolving issues in accordance with banking policies and procedures. Recognized for accuracy, professionalism, and the ability to navigate sensitive financial matters while maintaining a strong customer experience. Eager to apply these skills to an Early Stage Collections Representative role and grow within the banking and financial services industry.
Overview
7
7
years of professional experience
Work History
FRAUD SPECIALIST
JP Morgan Chase & Co
San Antonio, USA
05.2024 - 02.2026
- Investigated and resolved non-fraud transaction claims by reviewing account activity, transaction history, and supporting documentation to determine appropriate case outcomes.
- Applied banking policies, claim procedures, and regulatory guidelines to ensure accurate, compliant, and timely claim resolution.
- Managed a high-volume caseload while meeting productivity, quality, and service standards in a fast-paced banking environment.
- Cross-trained and utilized to support multiple departments based on business needs, workload demands, and operational priorities.
- Assisted customers with disputed transactions, claim status updates, and account inquiries while providing clear, professional guidance.
- Documented case findings, account actions, and investigative notes with a high degree of accuracy and confidentiality.
- Collaborated with internal teams and departments to research claims, resolve account issues, and support operational efficiency.
SALES ASSOCIATE
Ulta
San Antonio, USA
08.2023 - 05.2024
- Motivated team members through self-motivation and encouragement, fostering a positive work environment.
- Successfully managed POS transactions, showcasing adaptability and flexibility.
- Built rapport with customers, contributing to customer loyalty and satisfaction.
- Managed access to department keys, ensuring security protocols were followed, highlighting trust and responsibility.
- Generated new sales leads, consistently exceeding monthly goals.
- Organized merchandise displays to enhance visual appeal and effectively promote featured items.
CASHIER
Target
San Antonio, USA
05.2019 - 05.2024
- Provided excellent customer service, resolving challenges promptly.
- Mentored new team members on sales software and operational procedures to enhance team efficiency.
- Handled cash, check, and credit card transactions with precision.
- Collaborated with shift managers to resolve customer concerns and improve service quality.
- Trained new team members on various tasks, including register operations and customer service.
- Maintained accurate records and implemented loss prevention practices to safeguard assets.
Education
HIGH SCHOOL DIPLOMA -
St Philips College
San Antonio, TXSkills
- Client support
- Account Resolution
- Professional Communication
- Confidential information management
- Account Investigation
- Data entry & Documentation
- Problem Resolution
- Microsoft Word & Excel
Timeline
FRAUD SPECIALIST
JP Morgan Chase & Co
05.2024 - 02.2026
SALES ASSOCIATE
Ulta
08.2023 - 05.2024
CASHIER
Target
05.2019 - 05.2024
HIGH SCHOOL DIPLOMA -
St Philips College