Nefretiri Hagler
Tucson,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Fraud Operations Specialist
Citibank, NA
Tucson, AZ
10.2023 - Current
- Prepared detailed reports outlining the results of investigations into suspected fraudulent activities.
- Investigated cases of suspected identity theft or credit card fraud.
- Analyzed customer profiles to identify any abnormal or suspicious behavior.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Conducted detailed analysis of transactional data to identify and investigate suspicious activities and potential fraud patterns.
- Documented investigative findings in reports.
- SAR Reporting.
Customer Service Representative
Citibank
Tucson, AZ
07.2016 - 10.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, providing frontline customer support or assistance with payments and fee adjustment's.
- Demonstrated excellent communication skills in resolving security closures and dispute processing.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
HELOC Collections
Citibank
Tucson, AZ
06.2013 - 07.2016
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Recorded and updated customer personal accounts with accurate contact information.
- Recorded information about customers' finances to be reviewed for modifications.
- Completed skip traces on customers failing respond to collection efforts.
Sears Credit HIPS
Citibank
Tucson, AZ
09.2011 - 06.2013
- Double-checked data entered to screen for fraud applications.
- Entered application into databases over the phone with clients with high accuracy rate.
- Identified data entry errors and corrected mistakes to achieve near-perfect accuracy in data sets.
- Sifted through large quantities of credit information.
THD Collections
Citibank
Tucson, AZ
11.2010 - 09.2011
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Processed payments.
COB for RPL Commercial Credit
Citibank
Tucson, AZ
02.2008 - 08.2010
- Answered inbound calls, and processed applications for Staples,Office Depot and Dell.
- Transferred written application information from G360 into databases to manually process applications.
- Sifted through large quantities of data to accurately verify businesses.
- Screened for fraud applications and reviewed credit reports.
Small Balance Write Off
Citibank
Tucson, AZ
09.2007 - 02.2008
- Review accounts.
- Process fee adjustments.
- Write off purchase balances less than $50.00
Sears Collections
Citibank
Tucson, AZ
12.2006 - 09.2007
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Processed payments .
Education
Associate of Arts - Art History
Pima Community College
Tucson, AZ12.2002
Skills
- Investigation
- Risk Management
- Good Work Ethic
- Reliable & Trustworthy
Timeline
Fraud Operations Specialist
Citibank, NA
10.2023 - Current
Customer Service Representative
Citibank
07.2016 - 10.2023
HELOC Collections
Citibank
06.2013 - 07.2016
Sears Credit HIPS
Citibank
09.2011 - 06.2013
THD Collections
Citibank
11.2010 - 09.2011
COB for RPL Commercial Credit
Citibank
02.2008 - 08.2010
Small Balance Write Off
Citibank
09.2007 - 02.2008
Sears Collections
Citibank
12.2006 - 09.2007
Associate of Arts - Art History
Pima Community College
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