Professional Summary
Overview
Work History
Education
Skills
Timeline

Kourtney Lutz

JPMorgan Chase
Stoutsville,OH
13
years of professional experience

Experienced quality control and fraud professional with 10+ years in review, investigation, and exception resolution. Known for attention to detail, clear communication, and resolving complex issues while improving process efficiency and quality outcomes.

Work History

Quality Control Analyst

3 Years 8 Months
JPMorgan Chase | 03.2023 - Current
  • Validated documentation against internal procedures, reducing exception handling delays.
  • Partnered with cross-line business partners to find solutions and resolve outstanding loan issues.
  • Conduct calibration sessions and serve as an escalation channel for quality issues
  • Deliver quality reviews and actionable insights that improve the customer and partner experience
  • Drive process and procedural efficiencies to support business objectives

Specialist | Check Fraud

7 Months
JPMorgan Chase | 07.2022 - 02.2023
  • Analyzed client and operational data to support accurate decision-making and exception resolution.
  • Coordinated cross-functional requests to resolve issues and maintain workflow continuity.
  • Reviewed records for compliance with internal controls, policies, and regulatory requirements.
  • Managed service inquiries with timely follow-up and clear communication.

Specialist | Fraud EMM

1 Year
JPMorgan Chase | 07.2021 - 07.2022
  • Identified fraud trends through Zelle review to help prevent fraud.
  • Streamlined daily operations by standardizing routines and reducing manual rework.
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

Senior Fraud Investigator

7 Years 1 Month
Discover Financial Services | 05.2014 - 06.2021
  • Monitored emerging fraud trends to strengthen detection and prevention procedures.
  • Investigated complex fraud cases, analyzing account activity and transaction patterns for suspicious behavior.
  • Documented findings, case notes, and escalation decisions in fraud management systems.
  • Collaborated with cross-functional teams to resolve disputed transactions and reduce customer impact.

Education

Columbus State Community College | Columbus, OH

Skills

Attention to Detail
Helping develop systems
Testing procedures
Ability to read and interpret complex legal
credit
or loan documentation
Communication
Time Management & Prioritization
Problem-Solving & Issue Resolution
Product Inspections

Timeline

Quality Control Analyst

JPMorgan Chase
03.2023 - CurrentRead More

Specialist | Check Fraud

JPMorgan Chase
07.2022 - 02.2023Read More

Specialist | Fraud EMM

JPMorgan Chase
07.2021 - 07.2022Read More

Senior Fraud Investigator

Discover Financial Services
05.2014 - 06.2021Read More

Columbus State Community College

Read More
Kourtney Lutz