PERLA LARA
Arlington
Summary
Banking professional with nearly 11 years of experience at JPMorgan Chase delivering exceptional customer service, resolving complex account concerns, and building trusted client relationships. Recognized as a Subject Matter Expert who trained new employees, partnered on cross-functional initiatives, and consistently exceeded quality and productivity goals. Experienced in consumer banking, fraud claims, account servicing, business banking support, regulatory compliance, and bilingual customer communication. Committed to creating welcoming client experiences while helping customers identify banking solutions that meet their financial goals.
Overview
11
11
years of professional experience
Work History
Fraud Claims Inventory Management
JPMorgan Chase
01.2021 - 01.2025
- Built trust with customers by explaining account activity, gathering documentation, and resolving complex banking concerns while maintaining regulatory compliance.
- Managed one of the department's highest-volume workloads while consistently exceeding productivity and quality goals.
- Selected as a Subject Matter Expert (SME) to coach and support new employees.
- Participated in pilot programs and cross-site initiatives that improved operational consistency and customer outcomes.
- Maintained detailed case documentation and ensured compliance with banking policies and audit standards.
- Fraud Claims Inventory Management
Customer Service Representative
JPMorgan Chase
01.2014 - 01.2021
- Assisted 80-100+ customers daily with account servicing, debit and credit card inquiries, online banking, and general banking needs.
- Resolved complex customer concerns through active listening, empathy, and clear communication.
- Cross-trained in consumer banking, business banking, escalations, and digital banking support.
- Educated customers on available banking services and self-service tools while delivering a positive client experience.
- Consistently recognized for excellent customer satisfaction and teamwork.
- Customer Service Representative
Education
Associate of Applied Science -
Tarrant County College
Grand Prairie, TX01-2021
Skills
- Relationship Building & Client Service
- Consumer & Business Banking Support
- Account Maintenance & Financial Transactions
- Fraud Prevention & Regulatory Compliance
- Conflict Resolution & Problem Solving
- Digital Banking & Online Banking Support
- Bilingual English/Spanish
- Team Collaboration & New Hire Training
Timeline
Fraud Claims Inventory Management
JPMorgan Chase
01.2021 - 01.2025
Customer Service Representative
JPMorgan Chase
01.2014 - 01.2021
Associate of Applied Science -
Tarrant County College