Lateisha Potter

● Investigate suspicious account activity and potential fraud cases.

● Review transactions for unauthorized, suspicious, or high-risk activity.

● Authenticate customers and perform identity verification to help prevent unauthorized account access.

● Assisted customers with fraud claims and account security concerns, resolving issues to enhance customer trust.

● Documented fraud investigations and case activity in internal systems, ensuring accurate records for compliance and follow-up.

● Identify and escalate high-risk or complex fraud cases for appropriate review.

● Follow established fraud prevention, security, and compliance procedures.

● Protect confidential customer and financial information.

● Educated customers on fraud prevention and account security, empowering them to protect their financial information.

● Managed customer interactions while maintaining focus on accuracy, security, and resolution.

● Adapted to fast-paced, evolving banking environment to ensure seamless customer support.

● Communicated with customers in a metric-driven environment while maintaining engagement and service quality.

● Utilized strong communication, negotiation, and decision-making skills to resolve customer needs effectively.

● Provided customer support while managing multiple systems and tasks simultaneously.

● Handled customer interactions with a focus on accuracy, security, and effective resolution.

● Handled identity theft concerns and fraud-related customer issues.

● Managed customer banking accounts, ensuring timely resolution of account-related requests.

● Addressed identity theft concerns and resolved fraud-related issues.

● Resolved customer issues involving banking accounts and account security.

● Guided customers through the fraud claims process, safeguarding sensitive account information.