Summary
Overview
Work History
Education
Skills
Timeline
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Sebastian Martinez

San Antonio

Summary

Highly effective communicator with strong organizational skills and excellent time management abilities. Proficient in complex problem solving, inductive reasoning, and investigative activities. Seven years of experience in customer communication within a metric-driven environment. Continuously educated in evidence gathering, fraud detection, and report preparation for fraud investigations. Exceptional interpersonal and communication skills, coupled with a willingness to collaborate with diverse colleagues in a team environment. Known for dedication, organization, and a team-oriented approach. Proven track record of quickly learning and adapting to new policies and procedures.

Overview

14
14
years of professional experience

Work History

Branch Compliant Escalation Group

J.P. Morgan Chase
04.2021 - Current
  • Responds to questions, request, complaints, enquiries from customer complaints
  • Engage at least 25 – 40 customers daily inbound and outbound calls
  • Maintain a caseload of 30 plus in my workbasket daily
  • Ensure positive customer experience by proactively managing and resolving customers complaints
  • Evaluate problems of customers brought to my attention and provide lasting solutions by escalating issues to rightful departments
  • Notate cases daily and update the customer on issues or concerns regarding their case
  • Actively on project to out sort and close cases that are considered bad demand
  • Demonstrate good time management and able to prioritize case closures and conduct research as needed in a timely manner
  • Document customer account activity thoroughly and concisely
  • Exercise independent judgement to complete complaint research from start to finish to get the customer any information that can assist them regarding their complaint
  • Maintain multiple browsers, multiple tabs, window navigations and teams
  • Effective verbal and written communication with bankers and customers who is deemed the point of contact
  • Assisted in multiple projects to help weed out cases that were duplicates or non customers.
  • Assisted Privacy Operations in daily task to Opt out individuals in California who chose to via mail.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Organized and detail-oriented with a strong work ethic.

Electronic Money Movement

J.P. Morgan Chase
05.2017 - 04.2021
  • Detected and analyzed accounts with high dollar funds that moved internally/externally electronically
  • Solved problems logically and with good judgment to ensure the best outcome for our customer
  • Engaged in interactive dialogue with customers through active listening
  • Assisted new hires in training by conducting side by sides
  • Dealt with credit card, debit cards, deposit accounts where the overall outcome was to mitigate fraud losses to Chase and the customer
  • Followed all applicable regulatory and department practices
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
  • Contacted customers directly to notify of fraudulent activity and minimize impact
  • Managed and fully documented findings, including supporting data and rationale to disposition alerts accordingly.
  • Balanced different inventory queues- (quick pay, wires, ACH debits & credits, bill pays)
  • Assisted in various projects- CCEO and Communication Email Box
  • Completed Suspicious Activity Reports (SAR) form if needed while reviewing transactions
  • Analyze data, including alert, transactions, customer demographics and relevant account information to identify potential suspicious activity
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Supervisor/Executive Chauffeur/Unit Armorer

U.S. Army
01.2011 - 04.2017
  • Maintained a government vehicle valued at $48,000
  • Analyzed data from government credit card accounts for possible fraudulent transactions
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Chain of custody transporting classified documents
  • Managed service members and operated unit level computers to issue out customer’s inventory
  • Transported executive leadership where I maintained 450 accident-free driving hours
  • Maintained organizations training schedules and certificates to include setting up training areas and dates
  • Assisted and operated all wheeled vehicles and equipment over various terrain and roadways
  • Issued and received small arms, controlled weapons and ammunition in security areas
  • Scheduled and performed preventative and organizational maintenance on weapons
  • Signed for and maintained 100% accountability of more than 150 weapons and 175 sensitive items valued over $2.5 million
  • Inspected team members; weapons and equipment for proper operation and 100% serviceability prior to range visits or field exercises
  • Trained company on how to properly maintain their weapon to keep it working properly at all times
  • Created memorandums and updated policies to receive the proper signatures
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Education

MBA - Management

American Military University
05.2024

Bachelor of Business Administration -

American Military University
01.2022

Certification in Paralegal Studies -

American Military University
10.2020

Bachelor of Science - Criminal Justice

The University of the Incarnate Word
05.2018

Associates of Arts - General Studies

American Military University
05.2015

Skills

  • Customer Assist
  • E-Serve
  • Critical thinker
  • Attention to detail
  • Good time management
  • Prioritization of skills
  • Time management
  • Flexible and adaptable
  • Lexis Nexus
  • Dependable and responsible
  • Multitasking
  • Customer service
  • Friendly, positive attitude

Timeline

Branch Compliant Escalation Group

J.P. Morgan Chase
04.2021 - Current

Electronic Money Movement

J.P. Morgan Chase
05.2017 - 04.2021

Supervisor/Executive Chauffeur/Unit Armorer

U.S. Army
01.2011 - 04.2017

Bachelor of Business Administration -

American Military University

Certification in Paralegal Studies -

American Military University

Bachelor of Science - Criminal Justice

The University of the Incarnate Word

Associates of Arts - General Studies

American Military University

MBA - Management

American Military University

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Sebastian Martinez