Jenna Keim
Schaumburg,IL
Summary
Fraud Prevention Manager with extensive experience in chargeback evaluation and compliance oversight at Topstep. Proven ability to enhance dispute resolution processes through effective team management and cross-functional collaboration. Recognized for strong communication skills that improve customer satisfaction and drive team performance. Committed to optimizing procedures and maximizing productivity in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Fraud Prevention Manager
Topstep
04.2025 - Current
- Lead fraud prevention and compliance reviews for payout requests.
- Evaluate and resolve chargebacks, ensuring proper documentation and dispute handling.
- Collaborate directly with credit card companies and vendors to investigate and resolve payment disputes.
- Work cross-functionally with Support, Finance, and Legal to maintain consistent compliance standards.
- Apply Chargeback Certification expertise to dispute resolution and audit documentation.
- Provide authoritative communications to traders regarding eligibility, restrictions, and compliance requirements.
- Remote (Chicago, IL based)
Senior Manager - Phone Support
Topstep
06.2024 - 04.2025
- Remote (Chicago, IL based)
- Built and launched Topstep’s phone support program from the ground up.
- Authored training procedures and onboarding documentation to standardize support practices.
- Performed QA reviews to ensure service quality and compliance.
- Led and mentored support staff, driving efficiency and customer satisfaction.
Manager - Trader Support
Topstep
10.2023 - 06.2024
- Remote (Chicago, IL based)
- Supervised trader support team email, and chat channels.
- Coordinated workflow and improved resolution times.
- Ensured compliance with account rules and company policies.
- Partnered with other departments to streamline support processes.
Senior Support Specialist (Level 2)
Topstep
03.2023 - 10.2023
- Remote (Chicago, IL based)
- Delivered advanced troubleshooting for complex technical issues across trading platforms.
- Identified and resolved widespread system problems, minimizing trader disruption.
- Verified account rule violations and target breaches with accuracy.
- Provided escalation support, ensuring timely resolution of high‑impact cases.
Trader Support Specialist (Level 1)
Topstep
08.2022 - 03.2023
- Remote (Chicago, IL based)
- Answered calls, emails, and chats to resolve trader issues with accuracy and professionalism.
- Assisted with training new team members to improve onboarding and consistency.
- Provided feedback to supervisors on processes and procedures, contributing to workflow improvements.
Store Room Clerk / QA Lab Tech / Truck Tire Tech
Continental Tire North America
Mount Vernon, USA
08.2016 - 08.2022
- Managed inventory distribution and expedited parts for maintenance.
- Conducted quality assurance testing and full tire inspections.
Branch Manager
America's Financial Choice
Centralia, USA
07.2010 - 08.2016
- Promoted from assistant to manager in under a year.
- Processed loans, collections, and ensured compliance with Illinois Lending Law.
- Directed office assistant schedules and conducted outside marketing.
Skills
- Fraud prevention
- Chargeback certification
- Team management
- Quality assurance
- Documentation standards
- Effective communication
- Critical thinking
- Cross-functional collaboration
- Time management
- Customer relationship management (CRM)
- Staff management
- Compliance oversight
- Chargeback evaluation
- Dispute resolution
- Collaboration
- Customer service
- Trader support
- Office management
- Staff training
- Strong communication
- Leadership
Certification
eCommerce Chargeback Professional
Accomplishments
Ops Employee of the Month - Topstep - November 2022.
Timeline
Fraud Prevention Manager
Topstep
04.2025 - Current
Senior Manager - Phone Support
Topstep
06.2024 - 04.2025
Manager - Trader Support
Topstep
10.2023 - 06.2024
Senior Support Specialist (Level 2)
Topstep
03.2023 - 10.2023
Trader Support Specialist (Level 1)
Topstep
08.2022 - 03.2023
Store Room Clerk / QA Lab Tech / Truck Tire Tech
Continental Tire North America
08.2016 - 08.2022
Branch Manager
America's Financial Choice
07.2010 - 08.2016