Joseph S.
Wesley Chapel
Summary
Dynamic professional with expertise in analyzing customer interactions and transaction patterns to mitigate fraud risks. Proven track record in enhancing customer relations through personalized support and tailored solutions. Strong analytical skills combined with a commitment to building trust and delivering results.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Dispute and Fraud Analyst
USAA Federal Savings Bank
Tampa
07.2024 - Current
- Regulatory Compliance
- Monitors transaction patterns to identify anomalies and data trends.
- Perform data analysis with statistical tools to detect fraud patterns.
- Analyze disputes to pinpoint potential fraud and associated risk factors.
- Conducts investigations into identity theft and credit card fraud cases.
- Maintain records of dispute resolution outcomes to support compliance.
- Documents investigation findings to enhance future data analysis.
Dual Enrollment Representative
Maximus Federal
08.2019 - 07.2024
- Fielded Medicare and Marketplace inquiries while coordinating with team members on complex requests.
- Researched scripting and resources to assist members in identifying representation needs.
- Maintained database to track and analyze previous caller interactions, coverage changes, and premium information.
- Provided first contact responses for customer inquiries about insurance benefits, provider contracts, eligibility, and claims.
Appraisal Vendor Liaison
Assurant
03.2015 - 02.2018
- Acted as vendor liaison between financial institutions and real estate agents.
- Coordinated scheduling of property inspections and assigned home appraisal orders.
- Processed onboarding requests for appraisal offices and managed underwriting reports.
- Prepared files for archiving while tracking file movement and history.
Model Escalations Support
Bank of America
01.2013 - 07.2013
- Account interventions, reconciliation, and fraud prevention.
- Engaged and assisted banking associates with overriding system restrictions and service limitations.
- Investigated customer inquiries and complaints
- Guided customers through bank systems for transaction completion and account maintenance
Account Management Support Lead
Alorica/Microsoft Corp
05.2011 - 10.2012
- Created consultation services and optimization strategies for Yahoo and Bing online advertising.
- Worked with sales team to identify and target market opportunities effectively.
- Assisted in keyword development to streamline viewer engagement with advertisements.
- Provided quotes for prices, credit terms, and bid specifications to support sales efforts.
- Aided in content placement that resulted in heightened website traffic.
- Conducted reviews of privacy policies and terms and conditions for regulatory compliance.
Network Communications Specialist
U.S. ARMY
11.2002 - 05.2007
- Delivered technical support for WAN/LAN networking and help desk operations, enhancing system reliability.
- Facilitated communication between command outposts and mobile systems to streamline information flow.
- Generated timely intelligence products to enhance support for field operations.
- Created standard operating procedures for intelligence activities, promoting consistency and clarity in operations.
- Operated surveillance radar communication systems and identification equipment, ensuring optimal functionality during missions.
Education
Associate of Applied Science - X-Ray Technician
Ultimate Medical Academy
Clearwater, FL06-2013
Associate of Arts And Sciences -
Central Texas College
Killeen, TX05-2007
High School Diploma -
Howard W. Blake High School
Tampa, FL06-2001
Skills
- Fraud prevention
- Public speaking
- Regulatory compliance
- Data analysis
- Risk assessment
- AML training
- Messaging and speechwriting
References
- Tamika Davenport - Maximus Federal
Medicare/Marketplace Supervisor
- Brandy Dupont - USAA Federal Savings Bank
Bank Dispute Investigations & Recovery Manager
- Kristin McCulloh – Assurant Mortgage Solutions
Appraisal Processing Manager
- Chris Pribush - Assurant Mortgage Solutions
Director
- Tim Shafer - Alorica/Microsoft Corp.
Client Optimization Project Manager
Certification
- EFTA Compliance
- Public Speaking
- Christian Apologetics
- Network Communications
Affiliations
- Brotherhood Group (Virtual)
- Content Creator
- PEAK (AA) - Employee Impact Group
- Ministry Training & Education
Timeline
Dispute and Fraud Analyst
USAA Federal Savings Bank
07.2024 - Current
Dual Enrollment Representative
Maximus Federal
08.2019 - 07.2024
Appraisal Vendor Liaison
Assurant
03.2015 - 02.2018
Model Escalations Support
Bank of America
01.2013 - 07.2013
Account Management Support Lead
Alorica/Microsoft Corp
05.2011 - 10.2012
Network Communications Specialist
U.S. ARMY
11.2002 - 05.2007
Associate of Applied Science - X-Ray Technician
Ultimate Medical Academy
Associate of Arts And Sciences -
Central Texas College
High School Diploma -
Howard W. Blake High School