Lauren Howell

Evaluated released or held checks worked by previous agents. Evaluated fraud blocks agents placed or removed from customers debit cards. Reviewed Out Bound Checks to make sure it was our customer issuing the checks. Assisted with other department in listening to live inbound and outbound phone calls. To make sure, accuracy, resolution and professionalism were giving to customers. Assisted previous team I was in when other members of the team was out with the CMOD monetary

Responsible for an in-depth fraud review of various Intake/Admin queues, RDI, Check & Withdrawal, ID Theft, and OBC (Official bank checks) Proficient at handling 3 day SLA via a shared inbox (OBC Requests) Proficient in navigating in various fraud tools such as, Ovation, ICMS, Official Bank Check Database, GL ACTIVITY, PEGE (Monetary) and more Conducted reviews of flagged transactions and reports that showed potential suspicious activity.

Responsible an in-depth fraud review of various digital detection queues, Zelle, Transfer Now and Funds Now, and Bill Pay. Proficient at handling day to day escalations via a shared inbox, and promptly resolving escalations in a timely manner. Provides support to management as a growth opportunity, by importing daily vendor alerts to reporting and assigning alerts to fraud agents. Proficient in navigating in various fraud tools such as, FraudNet, Compass, Threatmetrix and more. Participate in a daily capacity call, providing feedback on queues and suggestions to capacity adjustments.

Responsible the recording of patients’ medical history, checking near and distance visual acuities, checking depth perception, performing auto-refraction measuring, taking retinal photos, observing and monitoring Visual Field Tests, administering dilation drops and stain, checking eye pressure with the i-care tonometer and non-touch air puff tonometer. Also responsible for fitting patients for eye wear, including single-vision, progressive, and bifocal lenses, checking patients’ pupil distance, ordering glasses through Office Mate interface, EyeMed and Vision Web, and using the Lensometer. Responsible for instructing patients in the proper way to wear contacts and keeping inventory for the office contact-lens supply, and meeting monthly sales goals for glasses and contact-lenses.