Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Joey Myrtil

Tampa,FL

Summary

Proven Bank of America fraud operations leader with a track record of elevating team KPIs, mitigating risk, and driving operational excellence. Ready to leverage my expertise in coaching, analytics, and complex case resolution to contribute to new department's strategic goals.

Overview

9
9
years of professional experience

Work History

Retail Banking Coach – Fraud Claims

Bank of America
12.2023 - Current
  • Directed and coached a 20+ agent team, raising team KPI score from 92 to 102 in 3 months through structured coaching and calibrations, targeting key areas identified in performance analytics.
  • Provided live chat, phone, and floor coaching support, reducing errors and rework in complex fraud cases.
  • Produced weekly reporting on short-call and non-speech trends, giving leadership clear visibility into performance and risk exposure.
  • Designed and rolled out job aids and calibration guides that cut rework and reduced handle time by 15%.

Super-Agent – Digital & Check Fraud (Wire/Bill Pay)

Bank of America
01.2023 - 12.2023
  • Concurrent Assignment
  • Handled 60+ high-risk digital cases daily (Zelle, wires, ACH, Bill Pay, ATM/Debit) with consistent SLA adherence.
  • Closed workflow gaps that eliminated duplicate reviews and accelerated resolutions.
  • Managed high-dollar wire recalls end-to-end, preventing significant client losses.

Check Fraud Analyst

Bank of America
12.2022 - 12.2023
  • Investigated 300+ high-complexity check-fraud cases, achieving 107% YTD productivity while meeting SLA and quality benchmarks.
  • Conducted full-cycle investigations—claim intake, analysis, client communications, and secure fund movements—minimizing financial losses.
  • Flagged and escalated repeat-risk accounts, reducing ongoing exposure and safeguarding compliance.
  • Reviewed checks in real time and made pay/return decisions, approving or denying items to prevent potential losses and ensure compliance with fraud risk policy.

Fraud Claims Representative (ACH, Debit, Credit) |

Bank of America
07.2020 - 12.2022
  • Resolved 80+ inbound fraud calls daily via phone, delivering prompt, accurate support across ACH, debit, and credit card transactions.
  • Documented client complaints verbatim to meet audit standards and ensure accurate case handling.
  • Utilized Solution Center and internal tools to investigate transactions, assess risk, and determine recovery solutions.
  • Guided clients to digital tools and self-service options, reducing repeat contacts and improving client experience.

Merchant Services – Escalations & Retention

EVO Payments
01.2017 - 07.2020
  • Resolved merchant escalations in payment processing, protecting client relationships and reducing attrition.
  • Coordinated deployment and programming of merchant terminals, ensuring uninterrupted payment acceptance.
  • Managed merchant onboarding processes, ensuring compliance with regulatory standards and company policies.

Education

Internal Training - Fraud Risk Management, Compliance Standards, Leadership Coaching

Bank of America

A.A. - Business Administration

Hillsborough Community College
01.2026

Skills

  • Fraud & Risk: Digital Fraud Check Fraud Payments Risk (ACH, Zelle, Wires) Escalation Management SLA Compliance
  • Leadership & Coaching: Team Development KPI Uplift Performance Coaching Retention & Engagement Continuous Training Effective communication
  • Technical Tools: Excel (Pivot Tables, Trend Analysis) SharePoint Case Management Systems (CEW, EPIC, CURE) Microsoft Office Process Tools (Flash)

Awards

  • Pinnacle Award (2023) — company’s highest honor for leadership and operational excellence, awarded to the top 1% of employees.


  • Client Ambassador — consistently ranked in the top 1% of customer experience survey results.


  • Valiant Award (2021) — recognized for resilience and exceptional problem-solving.


  • Digital/Complaints/CX Champion – Tampa RFS — elevated client experience., Quality Excellence Award — recognized for consistent accuracy and compliance.

Timeline

Retail Banking Coach – Fraud Claims

Bank of America
12.2023 - Current

Super-Agent – Digital & Check Fraud (Wire/Bill Pay)

Bank of America
01.2023 - 12.2023

Check Fraud Analyst

Bank of America
12.2022 - 12.2023

Fraud Claims Representative (ACH, Debit, Credit) |

Bank of America
07.2020 - 12.2022

Merchant Services – Escalations & Retention

EVO Payments
01.2017 - 07.2020

A.A. - Business Administration

Hillsborough Community College

Internal Training - Fraud Risk Management, Compliance Standards, Leadership Coaching

Bank of America

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