Joni Johnson

• Analyzed data gathered during investigations to determine the validity of claims or theories.
• Adhered to departmental policies regarding investigations and reporting procedures.
• Prepared detailed reports summarizing investigative activities and results.
• Attended training sessions to stay current on new investigative trends and technologies.
• Maintained confidentiality of sensitive information at all times.

• Maintained a team of 10-15 associates.
• Provided guidance and training on fraud prevention techniques to employees.
• Coached and maintained high customer service satisfaction numbers.
• Performed deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.
• Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.

Team Lead

- Provided support to employees, which included coaching, training, and handling escalations.

- Assisted manager with tasks, including shift scheduling, quality call listening, and audits.

Wealth Financial Services

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- Assisted strategies department understand current fraud trends, which allowed for the creation of efficient ongoing strategy rules.

Escalations Team - CEET

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Check Fraud

- Compared checks to understand the potential validity for them.

- Placed extended holds and sent the necessary correspondence on suspicious check deposits.

- Utilized systems to research items deposited via an ATM machine.

Detection Team

- Manually reviewed accounts for potentially fraudulent activity.

- Based on

Quality Assurance

- Conducted and graded employees' calls.

- Provided coaching and feedback regarding the call listening, and also provided recognition for outstanding calls.