Michael Forte
Coventry,RI
Summary
Customer Protection Support Associate with over ten years in financial services, specializing in fraud detection and customer account safeguarding. Proven record of reducing unauthorized access and expediting case resolutions, significantly enhancing customer satisfaction and operational efficiency.
Overview
12
12
years of professional experience
Work History
Customer Protection Support Associate
Fidelity Investments
North Smithfield, RI
07.2025 - 06.2026
- Ask probing questions of callers to confirm I am speaking to the true account when getting them verified
- Protect customer accounts from unauthorized access using elevated tools
- Place Stops, Alerts, and Restrict Online access until the true account owner can be identified as needed
- Document cases and ensure timely follow-up and resolution within 30-day window
- Comfortable using Lexis Nexis, Accurint, and DocV (Socure) tools to verify customers
Financial Associate II, Multi Product
Fidelity Investments
08.2022 - 07.2025
- The biggest part of the role is to safeguard the client accounts and follow proper authentication procedures to protect Fidelity from any fraud/risk exposure
- Support clients during critical life events such as retirement or job changes, providing expert guidance on pension options available
- Resolve pension and 401K related issues promptly, ensuring a high level of customer satisfaction
- Managed multiple client plans, leveraging thorough knowledge to provide accurate information to participants
- Achieved high-quality service by adhering to the company's policies and procedures during each interaction
- Reduced call resolution time through efficient problem-solving and communication skills
- Collaborated with departments to streamline processes, enhancing customer experience across multiple service areas
Human Resources Specialist
Citizens Bank
North Smithfield, RI
01.2017 - 08.2022
- Coordinated with peers and cross divisional partnerships to deliver HR Services
- Retained ownership of colleague issues to satisfactory completion
- Maintained up to date knowledge of products and services offered to bank colleagues
- Escalated issues as necessary in areas of risk and complexity
- Participated in quality assurance and risk management activities
Sales Representative
Bank of America
East Providence, RI
09.2014 - 08.2015
- Received in-bound calls to support client inquiries
- Responsible for general account maintenance
- Reviewed client's profile to ensure up to date product use
Customer Service Representative (Contract Role)
Merrill Lynch
Lincoln, United States
02.2014 - 09.2014
- Handled inbound calls to facilitate self-directed brokerage account transactions
- Executed stock quotes, cash withdrawals, IRA distributions, trades, and margin options for clients
Education
Bachelor of Science - Paralegal Studies
Johnson & Wales University
Providence, RI06-1995
Volunteering - Education Mentor
Junior Achivement
Warwick, RISkills
- Fraud detection
- Account validation
- Regulatory adherence
- Risk assessment
- Case records
- Customer engagement
- Client assistance
Volunteer Experience
Education Mentor, Junior Achievement, Taught sixth grade students the importance of financial education at a young age
Timeline
Customer Protection Support Associate
Fidelity Investments
07.2025 - 06.2026
Financial Associate II, Multi Product
Fidelity Investments
08.2022 - 07.2025
Human Resources Specialist
Citizens Bank
01.2017 - 08.2022
Sales Representative
Bank of America
09.2014 - 08.2015
Customer Service Representative (Contract Role)
Merrill Lynch
02.2014 - 09.2014
Bachelor of Science - Paralegal Studies
Johnson & Wales University
Volunteering - Education Mentor
Junior Achivement