Sebastian Martinez
San Antonio,TX
Summary
Detail-oriented investigations professional with 7+ years of experience in fraud detection, claims
resolution, and customer advocacy within financial institutions. U.S. Army veteran with a strong background in high-stakes environments, proficient in identifying suspicious activity, conducting investigative research, and applying regulatory compliance measures. Holds a Paralegal Certification and multiple degrees in Business and Criminal Justice. Proven track record in investigations, data analysis, and cross-functional team collaboration. Recognized for integrity, adaptability, and a meticulous approach to problem-solving.
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
- 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
Charleston, WV05.2024
Bachelor of Business Administration -
American Military University
Charles Town, WV01.2022
Certification in Paralegal Studies -
American Military University
Charles Town, WV10.2020
Bachelor of Science - Criminal Justice
The University of The Incarnate Word
San Antonio, TX05.2018
Associates of Arts - General Studies
American Military University
Charles Town, WV05.2015
Skills
- Fraud detection
- Evidence gathering
- Compliance
- Analytical thinking
- Critical thinking
- Time management
- Effective communication
- Excellent written communication
- Customer service
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
MBA - Management
American Military University
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
Similar Profiles
Brendy KambaBrendy Kamba
ASSOCIATE, CLIENT ASSOCIATE at J.P. MORGAN CHASE & CO. | JP MORGAN ADVISORSASSOCIATE, CLIENT ASSOCIATE at J.P. MORGAN CHASE & CO. | JP MORGAN ADVISORS
JOSEPH ALDWIN GATCHALIANJOSEPH ALDWIN GATCHALIAN
Asst. Manager - Operations at J.P. Morgan Chase & Co. / Chase BankAsst. Manager - Operations at J.P. Morgan Chase & Co. / Chase Bank
Cindy Marie ElliottCindy Marie Elliott
New Account Screening at J.P. Morgan ChaseNew Account Screening at J.P. Morgan Chase
SANAA RAOSANAA RAO
Asset Specialist at J.P. Morgan Chase & CoAsset Specialist at J.P. Morgan Chase & Co
Maria CruzMaria Cruz
Barista at StarbucksBarista at Starbucks