Jerica Archer
Phoenix,AZ
Summary
Fraud Analyst with 6+ years of experience in delivering top-notch financial and technical support. Expert in fraud prevention, risk mitigation, and customer satisfaction, demonstrated by resolving complex issues and maintaining high client trust. Adept at collaborating across departments to enhance service quality. Aiming to contribute to advanced customer care strategies.Expert in utilizing verification tools and analyzing emerging trends to enhance fraud prevention measures, demonstrated by the meticulous review of over 4,000 transactions monthly with zero false positives. Proven ability to apply technical and analytical skills towards improving financial security and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Claim Disputes & Fraud Analyst
QUAVO
08.2024 - Current
- Reviewed customer profiles for potential fraud by assessing risk indicators.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Analyzed, researched and resolved payment claims within required timeframes.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Managed escalations from clients or other internal departments, addressing concerns in a timely and professional manner to maintain positive relationships.
Customer Care Representative
One Main Financial
04.2024 - Current
- Assist customers with financial inquiries, achieving high satisfaction rates through effective problem-solving
- Web Technical Support: Troubleshooting login issues, Various website errors
- Resolved complex customer issues, enhancing web usability and client satisfaction
- Processing Payments, Set up payment arrangements, Financial Hardship Assistance
- Settlements
- Direct Billing
- Knowledge in different loan products [unsecured/secured, Collateral]
- Provided empathetic customer support, ensuring client trust and loyalty
- Collaboration with several departments within the company to assist customers I.E (Debt settling, bankruptcy, branches)
- Inbound/Outbound Main Call Center, Taking High Volume incoming calls
- Collections
- Vigilantly monitor and track customer transactions across diverse account types to identify any anomalies
- Effectively trace and scrutinize suspicious or high-risk transactions, ensuring the security of our customers' accounts
- Successfully mitigate fraud risks by comprehensively reviewing accounts with multiple fraud indicators
- Utilize banking systems and third-party verification tools to enhance the accuracy and efficiency of fraud detection
- Proactively identify and report emerging fraud trends, contributing to the bank's adaptive fraud prevention strategies
Fraud Analyst II
Union Bank + US BANK
04.2022 - 04.2024
- Reviewed 10,000+ transactions monthly, ensuring zero false positives in fraud detection
Night Auditor
Microtel Inn & Suites
06.2021 - 01.2022
- Efficiently managed front desk operations, ensuring smooth check-ins and check-outs
- Balanced day shift accounts with precision, enhancing financial accuracy
- Handled reservations and inquiries via phone, providing exceptional customer service
- Prepared and analyzed night audit reports, ensuring data integrity
- Maintained a clean and inviting lobby, contributing to positive guest experiences
- Assisted with housekeeping tasks and breakfast preparation, demonstrating versatility
Online Banking Representative
M&T Bank
07.2019 - 05.2021
- Significantly improved customer experience by reducing call wait time to 3 seconds and resolving issues within 4-5 minutes
- Demonstrated in-depth knowledge of banking systems and various account types
- Effectively resolved online business concerns and customer complaints, showcasing problem-solving skills
Front Desk Receptionist/Night Auditor
Dover Downs Hotel & Casino
12.2017 - 07.2019
- Managed high-volume phone reservations and guest inquiries with a welcoming demeanor
- Ensured accuracy of guest account information and payment details, enhancing trust and reliability
- Proactively addressed and resolved service-related issues, improving guest satisfaction
- Handled special requests and event accommodations, providing personalized guest experiences
- Conducted meticulous night audits and maintained front office, ensuring smooth hotel operations
Customer Service Representative/Violation Specialist
EZPASS
02.2015 - 10.2017
- Streamlined violation processing through adept use of computer programs and detailed knowledge of deldot toll agency/roads
- Enhanced productivity by efficiently identifying obstructed license plates and handling extensive paperwork
- Leveraged DMV training to provide comprehensive assistance with online services
- Contributed to team development by training new hires, improving overall call center performance
Receptionist/Housekeeper
La'Quinta Inns & Suites
09.2014 - 12.2015
- Maintained high standards of cleanliness, contributing to positive guest feedback
- Facilitated guest communication, handling messages, mail, and packages with discretion
Mall Housekeeping Aide
Chesterfield Towne Center
07.2014 - 09.2014
- Operated industrial floor cleaning equipment, ensuring high standards of cleanliness
- Sanitized food court trays, contributing to a safe and hygienic environment
Cashier/Sales Associate
Michael's Arts & Crafts
01.2014 - 07.2014
- Executed precise cash transactions, maintaining 100% accuracy during peak holiday season
- Enhanced store sales by passionately advocating for products to customers
Cashier/Sales Associate (Seasonal)
Michael's Arts & Crafts
08.2013 - 12.2013
- Maintained a clean, organized retail environment
- Assisted customers with product selection for specific projects
Sales Associate
Michael's Arts & Crafts
09.2012 - 06.2013
- Boosted customer satisfaction through attentive service and meticulous attention to detail
Education
High School Diploma -
Henrico High School
Richmond, VA01.2009
Skills
- Fraud Prevention
- Disputes & Claims processing
- Risk Mitigation
- Emerging Trends Analysis
- Transaction Monitoring
- Financial Security
- Verification Tools
- Customer Service
- Phone Etiquette
- ACCOUNT ANALYSIS
- Investigation
- Banking
- RETAIL SALES
- Data Entry
- Data Integrity
- Billing
- Technical support
- Microsoft Office
- Microsoft Excel
- Office Administration
- QuickBooks
- Night Audit
- RECEPTIONIST
- Hotel experience
- Loans
Timeline
Claim Disputes & Fraud Analyst
QUAVO
08.2024 - Current
Customer Care Representative
One Main Financial
04.2024 - Current
Fraud Analyst II
Union Bank + US BANK
04.2022 - 04.2024
Night Auditor
Microtel Inn & Suites
06.2021 - 01.2022
Online Banking Representative
M&T Bank
07.2019 - 05.2021
Front Desk Receptionist/Night Auditor
Dover Downs Hotel & Casino
12.2017 - 07.2019
Customer Service Representative/Violation Specialist
EZPASS
02.2015 - 10.2017
Receptionist/Housekeeper
La'Quinta Inns & Suites
09.2014 - 12.2015
Mall Housekeeping Aide
Chesterfield Towne Center
07.2014 - 09.2014
Cashier/Sales Associate
Michael's Arts & Crafts
01.2014 - 07.2014
Cashier/Sales Associate (Seasonal)
Michael's Arts & Crafts
08.2013 - 12.2013
Sales Associate
Michael's Arts & Crafts
09.2012 - 06.2013
High School Diploma -
Henrico High School
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