Jilletta Begay
Tempe,AZ
Summary
Dynamic Fraud Specialist II at JPMorgan Chase with expertise in fraud detection and regulatory compliance. Proven track record in developing effective strategies to mitigate fraud risks and enhance client account resolution. Strong problem-solving and interpersonal skills foster collaboration across teams, driving process improvements and training initiatives for optimal performance.
Overview
11
11
years of professional experience
Work History
Fraud Specialist II
JPMorgan Chase
Tempe, AZ
02.2017 - Current
- Ensured compliance with all applicable laws, regulations, standards and guidelines pertaining to anti-fraud efforts.
- Developed strategies and procedures to prevent, detect and investigate potential fraud incidents.
- Assisted in the development of policies and procedures related to fraud prevention and detection.
- Identified areas for improvement in existing processes related to fraud prevention.
- Collaborated with cross-functional teams to enhance fraud detection methodologies and risk management practices.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Trained new analysts on fraud detection tools, techniques, and best practices, fostering a knowledgeable team environment.
- Collaborated with colleagues from different departments to resolve any outstanding issues related to client accounts.
- Demonstrated strong problem-solving skills, resolving discrepancies between bank and merchant account balances and general ledger accounts efficiently, and effectively.
Customer Service Representative
Dish Network Corp
Phoenix, AZ
07.2014 - 02.2017
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
Education
Bachelor of Arts - Psychology
Arizona State University
Tempe, AZAssociate of Arts - Psychology
Maricopa Community Colleges, Mesa Community College
Mesa, AZSkills
- Fraud detection
- Regulatory compliance
- Organizational skills
- Interpersonal skills
- Problem-solving
- Client account resolution
- Employee training
- Customer service
- Process improvement
- Critical thinking
- Telephone and email etiquette
- Team collaboration
Timeline
Fraud Specialist II
JPMorgan Chase
02.2017 - Current
Customer Service Representative
Dish Network Corp
07.2014 - 02.2017
Bachelor of Arts - Psychology
Arizona State University
Associate of Arts - Psychology
Maricopa Community Colleges, Mesa Community College