Melissa Rutter
Westerville,OH
Summary
Experienced lead account manager focused on strategic planning, issue resolution, and compliance support. Translate customer feedback into operational improvements that enhance service delivery. Strengthen outcomes through effective team coordination, communication, and performance reporting.
Overview
9
9
years of professional experience
Work History
Lead Account Manager
Capital One
Westerville, OH
05.2025 - Current
- Cultivated client relationships, enhancing satisfaction and retention rates.
- Acted as the main point of contact for client concerns and needs.
- Renewed existing accounts through proactive client engagement by building relationships with clients.
- De-escalated customer interactions by providing alternative solutions to issues.
- Managed daily operations related to customer accounts.
- Leveraged CRM tools to track interactions and manage accounts efficiently.
- Assessed risk factors in client accounts and recommended targeted solutions to mitigate potential issues.
- Provided technical assistance during product launches and events for customer accounts.
- Implemented customer feedback mechanisms to gather insights and improve service delivery.
- Analyzed client feedback to recommend product change within business.
- Identified customer needs by asking questions and advising on best solutions.
- Fostered a culture of continuous improvement by sharing best practices and lessons learned with the team.
Account Manager
Discover Financial Services
Westerville, OH
11.2022 - Current
- I have led team meetings and provided excellent customer relations while exceeding department metrics and remaining compliant.
- Educated clients on card features, benefits, and responsible usage.
- Collaborated with team members to improve service delivery standards, resulting in better customer experiences.
- Documented customer interactions accurately in the system database.
- Utilized computer system technology to answer inquiries quickly and accurately.
- Performed research on complex customer requests utilizing available resources such as online databases or internal systems.
- Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
- Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to credit cards.
- Monitored daily performance metrics such as average handle time, first contact resolution rate, ensuring team goals were met.
- Developed process improvement initiatives to increase departmental efficiency and effectiveness.
- Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Processed payments, account updates and other transactions accurately and efficiently.
- Anticipated customer needs and delivered support to enhance productivity and service levels.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Supported development of junior team members to enhance their skills. Managed employee relationships.
Fraud specialist III
JPMorgan Chase
Westerville, OH
02.2018 - 08.2021
- Resolved disputed client account activity through recovery support across all case types.
- Protected client confidentiality, kept compliance-focused spreadsheets, de-escalated calls toward bank and client resolution, and tracked call details promptly.
- Used knowledge of multiple systems and regulatory processes to support accurate recovery decisions.
- Reviewed account activity and identified suspicious transaction patterns and trends.
- Facilitated resolution of fraudulent transactions and client disputes.
- Adhere to laws, regulations, and standards related to anti-fraud efforts.
- Maintained current knowledge of relevant laws, regulations, industry practices, and best practices for fraud prevention.
- Helped develop policies and procedures for fraud prevention and detection.
- Analyzed confidential and highly sensitive investigative material involving various parties.
- Participated in team discussions to brainstorm strategies for fraud prevention. to develop new ways to combat fraud.
- Developed fraud risk management policies and procedures for comprehensive coverage.
Education
certificate - User experience design
Avocadamey
Florida10-2022
Some college - arts
OSU
Newark, OHSkills
Client relationship management
- Banking compliance
- Fraud prevention
- Risk assessment
- Compliance oversight
- Process improvement
- Reporting and documentation
- Research and analysis
- KPI analysis
- Inbound call servicing
- Customer service excellence
- Team collaboration
- De-escalation techniques
- Conflict resolution
- Organizational skills
- Analytical thinking
- Business strategies
- Communication skills
- Business strategies
- Communication skills skills
- Documentation and reporting
- Customer needs assessment
Personal Information
- Title: Fraud Specialist III consumer and community banking
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Additional Information
- Skills & Abilities
- I enjoy multitasking and working at a fast pace. I learn new ideas very quickly. I am well versed in customer service. I have adequate knowledge of computers.
Timeline
Lead Account Manager
Capital One
05.2025 - Current
Account Manager
Discover Financial Services
11.2022 - Current
Fraud specialist III
JPMorgan Chase
02.2018 - 08.2021
certificate - User experience design
Avocadamey
Some college - arts
OSU