Jonathan Ricketts

• Played a key role in the establishment and operational launch of a dedicated fraud back-office in Costa Rica, including traveling onsite to support the initial launch and stabilization of operations
• Led the training and onboarding of two teams totaling 24 fraud analysts during the Costa Rica launch through structured, two-week training programs focused on investigative procedures, regulatory compliance, fraud methodologies, and internal policy adherence
• Conducted thorough reviews of complex financial transactions to identify potential fraud patterns, unauthorized activity, and high-risk behaviors across customer accounts
• Implemented and monitored fraud prevention measures designed to reduce financial exposure, protect customer assets, and ensure consistent investigative outcomes
• Maintained detailed and accurate fraud case documentation to support audits, compliance reviews, internal reporting, and leadership decision-making
• Provided ongoing leadership support by conducting regular coaching sessions, performance reviews, and skills development discussions with agents
• From 2023 through 2024, coached and mentored agents remotely via Zoom while the site operated in a work-from-home environment, ensuring consistent performance, engagement, and adherence to expectations
• Facilitated virtual team meetings, one-on-one coaching sessions, and quality discussions to address performance gaps, reinforce best practices, and support agent development
• Following the successful Costa Rica launch, returned to the United States and resumed standard managerial duties, maintaining and overseeing an active fraud analyst team
• Transitioned to face-to-face coaching upon return to onsite operations, providing real-time feedback, side-by-side guidance, and direct performance support
• Ensured team adherence to site-wide metrics, goals, and compliance standards, with the team consistently meeting or exceeding performance expectations
• Collaborated quarterly with board leaders, senior managers, and executive leadership to review fraud methodologies, policy updates, performance trends, and operational scope to ensure site-wide alignment and best practices
• Balanced fraud mitigation with customer experience, consistently maintaining customer satisfaction ratings above 85% while enforcing policy and safeguarding accounts
• Recognized for leadership and performance with Employee of the Month honors in April 2025
• Led a high-performing team recognized as Team of the Month for January and February 2025 based on site-wide results and performance metrics

• Investigated credit card disputes and billing discrepancies by reviewing account statements, transaction histories, and supporting documentation in accordance with financial regulations and company policy
• Evaluated claims involving potential fraud, merchant disputes, and processing errors to determine appropriate resolutions and financial outcomes
• Clearly educated customers on dispute timelines, provisional credits, documentation requirements, and final resolution decisions through phone, email, and chat channels
• Issued credits and refunds when applicable, ensuring accuracy, compliance, and proper documentation of each case
• Performed detailed administrative duties including filing case documentation, creating internal reports, updating databases, and maintaining accurate customer profiles
• Handled sensitive financial and personal data with a high level of confidentiality and attention to detail
• Managed a high volume of dispute cases simultaneously while meeting productivity, quality, and compliance standards
• Maintained customer satisfaction scores consistently above 85% by providing clear communication, timely updates, and fair resolutions

• Supported customers with a wide range of financial account inquiries in a high-volume inbound call environment, consistently handling 200–300 calls per day
• Assisted account holders with payment issues, reversals, interest charges, billing questions, and general account corrections
• Interpreted and explained banking policies, account terms, and fees in a clear and compliant manner to ensure customer understanding
• Identified account discrepancies and worked efficiently to correct errors while maintaining regulatory and internal policy standards
• De-escalated complex and emotionally charged financial situations by remaining calm, professional, and solution-focused
• Built trust and rapport with customers by delivering accurate information and consistent follow-through
• Met or exceeded performance metrics for quality, productivity, and compliance while maintaining customer satisfaction at or above 85%