Jereny Baker
Red Oak,TX
Summary
Self-motivated professional seeking a position where I can use my background in customer service and interpersonal skills to further company growth. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Customer service] position. Ready to help team achieve company goals.
Overview
9
9
years of professional experience
Work History
Fraud Investigator
Goldman Sachs
06.2022 - Current
- Conducted prompt and thorough investigations on referred files.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Testified in court for both civil and criminal cases, answering questions honestly and respectfully.
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Manage approximately 20 cases per day.
Fraud Analyst
Bank of America
10.2019 - 05.2022
- Monitored institutional and customer transactions for suspicious activity, flagged certain transactions and accounts
- Handled confidential information in accordance with privacy policies
- Assisted management in compiling metrics related to fraud losses and BSA reports
- Reviewed and analyzed online banking/ ACH transactions to determine fraud activity
- Determined existing fraud trends by analyzing accounts and transaction patterns
- Ensured all actions are resolved in compliance with state regulations and bank procedures, integrity levels of the departments system and financial controls
- Investigated and resolved a variety of fraud claim types
- Completed mitigation for financial institution and client.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Managed approximately 30 cases per day.
Customer Assistance Specialist
Santander Consumer USA
02.2016 - 09.2019
- Maintained and updated customer database files to ensure full accuracy of stored information
- Followed up with customers regarding payment methods and outstanding invoices
- Trained, mentored, and motivated team members and new hires, with a strong focus on optimizing productivity and performance
- Built a personal connection with each customer to maintain their loyalty with the company
- Provided outstanding customer satisfaction with a friendly disposition and problem solving skills utilization
- Documented conversations with customers to track requests, problems and solutions.
- Managed 35 incoming calls per day assisting customers with educating them on different assistance plans available.
Late Stage Account Manager
Santander Consumer USA
06.2015 - 02.2016
- Ensured that all accounts in the calling queue are worked according to business strategy
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels
- Educated the customer about the terms of the contract
- Incorporated appropriate tools and technology to negotiate and influence customer behavior.
Education
Some College (No Degree) - Education
Cedar Valley College
Lancaster, TXSkills
- Interpersonal Skills
- Fraud Mitigation
- Fraud & Anomaly Analysis
- Decision Making
- Fraud Strategy
- Reporting & Alerts
- Risk Management
- Active Listening
- Account Updating
- Service Recommendations
Activities Awards
- Employee Recognition Award Recipient November 2021
- Account Information Review
- Problem Solving
- Microsoft Office Tools
- Credit Bureau Information
Timeline
Fraud Investigator
Goldman Sachs
06.2022 - Current
Fraud Analyst
Bank of America
10.2019 - 05.2022
Customer Assistance Specialist
Santander Consumer USA
02.2016 - 09.2019
Late Stage Account Manager
Santander Consumer USA
06.2015 - 02.2016
Some College (No Degree) - Education
Cedar Valley College