Rebecca Hagen
Barnesville,MN
Summary
Skilled professional with over 18 years in quality assurance and fraud investigation. Known for effective communication and problem-solving abilities, while collaborating with cross-functional teams to enhance customer satisfaction and operational efficiency.
Overview
28
28
years of professional experience
Work History
BL Regulatory Review Rep/Quality Assurance Analyst
US Bank NA
Fargo, North Dakota
10.2007 - 11.2025
- Trained new staff on product knowledge and customer service protocols, enhancing team performance.
- Managed data entry processes, ensuring accuracy and timely updates of customer information.
- Collaborated with team members to streamline workflows and enhance operational efficiency.
- Conducted reporting and analysis of customer interactions to identify trends and areas for improvement.
- Consistently met daily performance goals set by management team members.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Participated in team meetings to discuss performance metrics and share best practices.
- Participated in training sessions designed to improve overall job performance.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Participated in regular team meetings to discuss performance, strategies, and goals.
- Trained new representatives on product knowledge, sales strategies, and company policies.
- Collaborated with development teams to identify and resolve software defects early in the development lifecycle.
- Identified trends in defect data to inform quality improvement initiatives.
- Participated in cross-functional meetings to align QA strategies with project goals.
- Reviewed functional specifications and design documents for testability and accuracy.
- Trained new QA team members on testing methodologies and company best practices.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Communicated regularly with management to discuss quality trends.
- Conducted internal audits to measure adherence to established QA standards.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
Fraud & Dispute Case Processing
US Bank NA
Fargo, North Dakota
10.1997 - 10.2007
- Conducted thorough investigations into fraudulent transactions, ensuring accurate case assessments.
- Resolved disputes efficiently by collaborating with clients to gather relevant information.
- Maintained accurate documentation of case files, ensuring compliance with regulatory standards.
- Communicated effectively with clients to clarify disputes and provide timely updates.
- Trained new team members on case processing procedures and best practices.
- Investigated complex cases involving multiple transactions, ensuring thorough analysis.
Retention Representative
US Bank NA
Fargo, ND
10.1997 - 10.2007
- Implemented retention strategies that enhanced customer satisfaction and loyalty.
- Resolved customer inquiries and concerns efficiently through effective communication.
- Engaged in cross-department collaboration to enhance overall customer experience.
- Identified opportunities to upsell additional products or services.
- Collaborated with other departments on initiatives that would improve customer experience.
- Developed customized offers tailored specifically for each individual based on their needs.
- Provided personalized service to ensure customer satisfaction and retention.
- Explained new products and services to customers.
DDA Fraud Analyst
US Bank NA
Fargo, ND
10.1997 - 10.2007
- Conducted thorough investigations into suspicious transactions to identify potential fraud schemes.
- Verified customer identities and transaction histories to ensure compliance with regulatory standards.
- Maintained up-to-date knowledge of industry regulations to ensure adherence in fraud detection efforts.
- Provided training and support to team members on fraud detection tools and methodologies.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Conducted interviews with customers to verify their identity and validate information.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Managed a portfolio of fraud cases, ensuring timely investigation and resolution in accordance with company policies.
Customer Service Representative
US Bank NA
Fargo, North Dakota
10.1997 - 10.2007
- Resolved customer complaints through effective listening and problem-solving techniques.
- Collaborated with cross-department teams to streamline customer service processes.
- Provided product knowledge to customers, enhancing their understanding and satisfaction.
- Ensured compliance with company policies while addressing customer issues.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
Education
High School Diploma -
Pelican Rapids HS
Pelican Rapids, MN05-1993
Some College (No Degree) - General Studies
Minnesota State Community And Technical College
Fergus Falls, MNSkills
- Quality assurance
- Data analysis
- Customer relationship management
- Compliance assessment
- Case resolution
- Operational efficiency
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Teamwork skills
Timeline
BL Regulatory Review Rep/Quality Assurance Analyst
US Bank NA
10.2007 - 11.2025
Fraud & Dispute Case Processing
US Bank NA
10.1997 - 10.2007
Retention Representative
US Bank NA
10.1997 - 10.2007
DDA Fraud Analyst
US Bank NA
10.1997 - 10.2007
Customer Service Representative
US Bank NA
10.1997 - 10.2007
High School Diploma -
Pelican Rapids HS
Some College (No Degree) - General Studies
Minnesota State Community And Technical College