Michael Forster
San Antonio,TX
Summary
- Over 20 years of experience in customer service, operations, compliance, and team leadership - Self-motivated with strong time management and productivity skills - Proven ability to manage high-pressure escalations with professionalism and attention to detail - Excellent communicator with strong critical thinking and cross-functional collaboration skills - Comfortable in fast-paced, metrics-driven, and technology-oriented environments
Overview
13
13
years of professional experience
Work History
Fraud operations Specialist
Citi Bank
San Antonio, TX
05.2026 - Current
- Handled inbound and outbound calls, regarding potential fraudulent activity.
- Authenticated customers identity and secured compromised accounts.
- Assisted customers with dispute claims & fraud reporting.
- Reviewed customers transactions to identify suspicious activity
First Response Supervisor / Account Escalation Specialist IV
JPMorgan Chase & Co.
San Antonio, TX
12.2018 - 05.2025
- Addressed complex customer escalations across multiple channels (phone, email, written correspondence)
- Ensured solutions met customer needs while adhering to internal compliance procedures
- Served as Subject Matter Expert (SME) and trainer to improve operational efficiency
- Collaborated with leadership and cross-functional teams to resolve service issues
- Maintained accurate records using multiple internal systems
- Coached frontline specialists and provided real-time support during escalated calls
- Recognized for professionalism, communication, and data accuracy in high-pressure environments
Loss Management
Customer Support Division
11.2015 - 12.2018
- Delivered customer solutions across a variety of financial issues and accounts
- Maintained 100% compliance with regulatory and procedural standards
- Surpassed performance benchmarks in key metrics (Type Time, Exempt Time, MDS Adherence)
- Consistently recognized by team leads for outstanding service and customer focus
CSD Collections / Overdraft Recovery
10.2012 - 11.2015
- Managed accounts and maintained high-performance averages in customer experience metrics
- Ensured 100% compliance using CMS and SBS banking systems
- Rated “High Meets” or “Exceeds” in performance and goal attainment across multiple quarters
Education
High School Diploma -
Lompoc High School
Lompoc, CASkills
- CMS (Collection Management System)
- SBS (Strategic Banking System)
- Microsoft Office Suite
- Multi-channel communication platforms
- Internal compliance tracking systems
USAF Professional Development
- Leadership & Management School
- Risk Management Workshop
- Cryogenics Plant Maintenance & Production
- Level II Anti-Terrorism Training
- Human Resources & Mentorship Training
- Craftsman’s Level Certification
Military Experience
- United States Air Force (USAF)
- Readiness Manager / Cryogenics Technician Plant Operator
- Oct 2000 – Oct 2012
- - Supervised plant operations and training programs
- - Completed advanced training in leadership, HR management, operations risk, and anti-terrorism
- - Led cross-functional teams and coordinated readiness planning across multiple units
Timeline
Fraud operations Specialist
Citi Bank
05.2026 - Current
First Response Supervisor / Account Escalation Specialist IV
JPMorgan Chase & Co.
12.2018 - 05.2025
Loss Management
Customer Support Division
11.2015 - 12.2018
CSD Collections / Overdraft Recovery
10.2012 - 11.2015
High School Diploma -
Lompoc High School