Sherdell Griffin

Researching and examining complex transactions in order to prevent and detect fraud activities, policy violations, and credit card applications disputes. Reviewed complex transactions to prevent and detect fraud activities, policy violations, and merchant disputes.

Outbound calls to applicants for verification of applying. Inbound calls from customer service reps, applicants, or victims of fraud. Service callers with verification methods and problem solve issues a high risk fraudulent activity.

Provide financial or business evidence and detailed data detecting patterns, trends, anomalies, fraud rings and schemes in both transactions and relationships across credit card products. Use multiple systems applications to complete work log.

Engage inbound calls with clients with a professional manner Conferred with customers about concerns with products or services to resolve problems
introduced clients to available online resources and services to increase convenience

Educated clients on account services and resolved client inquiries regarding statement information and account balances Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service Multi task with bank applications systems,

Reviewed clients accounts for the prevention and detection of possible Fraud Researched and analysis of accounts activity to assess levels of risk and fraud type Multi task between multiple computer applications Knowledge of VISA, MasterCard and AMEX Knowledge of Reg Z and Reg E procedures

Provided excellent customer service with the ability to investigate, problem solve, and escalated customer concerns Perform back office duties related to research and resolution of fraudulent activity for service of support

Engaged inbound calls and outbound calls with clients
Recognize level of risk and makes decisions which directly impact the clients experience and risk to the bank Reviewed and analyzes client’s situations that may require treatment or specialized resolution. Document information for claim process for fraudulent and disputed transactions.

Works all the new incoming credit card disputes claims, and maintaining the reply by, sales drafts and timed out buckets while answering incoming calls

Make outbound calls to customers and merchants in attempts to resolve the customer's billing issue at first touch Gather data and input details in bank's computer systems to prepare chargebacks and submit to QA for review Educate card holders on the dispute and chargeback process Problem solve card holder’s issues with credit refund from merchants prepare disputes claims for arbitration Follow all Visa and Master Card regulations for chargeback rights

Sr Fraud Activity Alert Rep
Monitors, evaluate and investigate potential fraudulent activity on credit and debit cards Protect losses, liability of credit and debit cardholders from fraudulent activities

Perform highly production duties assigned
Multitask by manage incoming phone calls and computer work Outbound calling to block and unblock cardholder’s abilities in a timely manner. Reissue credit and debit cards per bank guidelines. Prepare cardholders accounts for fraudulent investigations review.