Kia Spence
San Antonio,TX
Summary
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
Overview
10
10
years of professional experience
Work History
Fraud Specialist & Tier 2 Fraud Supervisor
Alorica
08.2020 - Current
- Reviewed account activity and performed operational tasks for moderately complex processes
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Trained and mentored new hires, emphasizing communication skills, handling difficult customers, and educating them on call center software systems
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Customer Care Specialist
Harland Clarke
05.2018 - 06.2019
- Managed credit card maintenance of Bank of America and later promoted to Bank of America consumer check department
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Used exceptional communication to connect with customers, assess needs and present solutions.
Customer Service Representative
Connexion Point
09.2017 - 12.2017
- Served as Enrollment Specialist for Aetna during open enrollment periods, efficiently multitasking with various applications, including Microsoft
- Provided problem-solving assistance and information about company to potential clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Rapp Collins
02.2017 - 04.2017
- Collected information for car, health, and life insurance policies.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Collection Specialist
Data Search
08.2013 - 04.2014
- Achieved performance goals on consistent basis managing 200+ accounts, collecting on each within 30-day period
- Processed monetary transactions daily and submitted claim information to various insurance companies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used skip tracing and other techniques to locate debtors.
- Used skip tracing and other techniques to locate debtors
Education
High School Diploma -
Enterprise High School
San Antonio, TX06.2006
Medical Assistant -
Everest Institute
San Antonio, TX06.2008
Skills
- Telephone and Email Etiquette
- Proficient in Microsoft
- Fraud Prevention
- Detection Models
- Procedure Review
- Fraud Detection
- Activity Monitoring
- Data Analysis
Timeline
Fraud Specialist & Tier 2 Fraud Supervisor
Alorica
08.2020 - Current
Customer Care Specialist
Harland Clarke
05.2018 - 06.2019
Customer Service Representative
Connexion Point
09.2017 - 12.2017
Customer Service Representative
Rapp Collins
02.2017 - 04.2017
Collection Specialist
Data Search
08.2013 - 04.2014
High School Diploma -
Enterprise High School
Medical Assistant -
Everest Institute
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