Joseph Fuqua
Cincinnati,Ohio
Summary
Results-driven professional with a strong background in customer relationship management, dispute resolution, and sales support. Demonstrated ability to identify customer needs, upsell solutions, and enhance customer retention. Proficient in utilizing CRM systems, conducting transaction reconciliation, and optimizing processes to drive business growth.
Overview
10
10
years of professional experience
Work History
Domestic Escalations
Citi Bank
11.2022 - 02.2025
- Resolved 80+ client escalations weekly, improving customer retention and satisfaction scores by 15%
- Analyzed transaction issues, implementing process improvements that reduced billing discrepancies by 20%
- Ensured regulatory compliance and transaction accuracy, mitigating financial risks and improving operational efficiency
- Trained new associates on dispute resolution best practices, enhancing team productivity and service quality
Card Brand Specialist
Citi Bank
03.2022 - 11.2022
- Ensured transaction legitimacy by distinguishing between valid and fraudulent activities, significantly contributing to financial security and risk management
- Managed dispute claims on transactions, achieving a 97% accuracy rate and reducing customer dissatisfaction by 45%, adhering to regulatory standards
Fraud Liaison Specialist
US Bank
11.2021 - 03.2022
- Provided prompt and empathetic support to fraud victims, ensuring 100% compliance in filing Reg E, ID Theft, Check, ACH, and Debit Card fraud claims while maintaining customer trust
- Guided clients through fraud claim processes, improving resolution efficiency by 20% through clear communication and proactive follow-ups
- Conducted customer relationship analysis, optimizing account closure recommendations to minimize disruptions for fraud victims and enhance customer experience
Retail Sales Specialist
Spectrum
06.2021 - 11.2021
- Educated customers on company products, maximizing offers and building lasting relationships
- Effectively processed and reviewed customer orders using Zendesk
- Increased customer satisfaction by providing expert product knowledge and personalized recommendations.
Fraud Liaison Specialist
US Bank
09.2020 - 06.2021
- Provided prompt and empathetic support to fraud victims, ensuring 100% compliance in filing Reg E, ID Theft, Check, ACH, and Debit Card fraud claims while maintaining customer trust
- Guided clients through fraud claim processes, improving resolution efficiency by 20% through clear communication and proactive follow-ups
- Conducted customer relationship analysis, optimizing account closure recommendations to minimize disruptions for fraud victims and enhance customer experience
Bankcard Adjuster II
Fifth Third Bank
09.2019 - 08.2020
- Processed and reconciled $500K+ in daily financial transactions, ensuring 99% accuracy in fund allocations
- Managed HSA contributions and distributions, ensuring compliance with financial regulations
- Resolved billing discrepancies and ACH reconciliation issues, reducing errors and improving financial reporting efficiency
- Partnered with the Financial Controls team to meet SLA targets for internal ledger and bank account management, executing precise adjustments that optimized financial transfers, refined account ledgers, and increased overall operational efficiency by 77%
Financial Crime Specialist
Fifth Third Bank
01.2018 - 09.2019
- Conducted fraud analysis, uncovering illicit financial activities and preventing losses exceeding $250K
- Investigated fraud rings and elder financial abuse, ensuring compliance with AML, BSA, and EDD policies
- Supported the growth of team members through knowledge sharing and coaching, cultivating an atmosphere that emphasizes ongoing progress to maximize effectiveness
- Maintained comprehensive understanding of AML, BSA, and EDD best practices for making well-informed data analysis decision
Escalation Support Specialist I
Fifth Third Bank
06.2016 - 01.2018
- Delivered tier-2 support, resolving challenging inquiries related to mortgages, credit cards, checking, savings, and loan accounts, ensuring exceptional customer satisfaction
- Implemented proactive callbacks and performed thorough root cause analyses to ensure timely and effective resolution of escalated issues
- Provided extensive guidance and support to inbound agents, addressing a broad range of issues and enhancing overall service quality
- Collaborated with various teams to successfully resolve escalated issues, leveraging specialized knowledge to achieve seamless solutions
Customer Service Professional II
Fifth Third Bank
07.2015 - 06.2016
- Handled a high volume of calls, averaging 80 to 120 daily, delivering exceptional customer service and support
- Serviced a diverse range of financial products, including mortgages, credit cards, internet and mobile banking issues, auto loans, and checking and savings accounts
- Achieved effective resolutions for a diverse range of customer inquiries, enhancing satisfaction and loyalty
- Utilized extensive knowledge of financial products to provide accurate information and effective solutions to customer issues
Education
Associate of Arts - Individual Studies
University of Cincinnati- Complete
Cincinnati, OHBachelor of Arts - Professional Studies
University of Cincinnati- In Progress
Cincinnati, OH01-2026
Skills
- Regulatory compliance
- Fraud analysis and Dispute resolution
- Teamwork and collaboration
- Escalation management
- Transaction reconciliation
- Customer relationship management
Timeline
Domestic Escalations
Citi Bank
11.2022 - 02.2025
Card Brand Specialist
Citi Bank
03.2022 - 11.2022
Fraud Liaison Specialist
US Bank
11.2021 - 03.2022
Retail Sales Specialist
Spectrum
06.2021 - 11.2021
Fraud Liaison Specialist
US Bank
09.2020 - 06.2021
Bankcard Adjuster II
Fifth Third Bank
09.2019 - 08.2020
Financial Crime Specialist
Fifth Third Bank
01.2018 - 09.2019
Escalation Support Specialist I
Fifth Third Bank
06.2016 - 01.2018
Customer Service Professional II
Fifth Third Bank
07.2015 - 06.2016
Associate of Arts - Individual Studies
University of Cincinnati- Complete
Bachelor of Arts - Professional Studies
University of Cincinnati- In Progress
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