Taylor Smith
Richmond,VA
Summary
I am a knowledgeable leader with proficiency in loss mitigation, risk management, & fraud account investigations. I offering years of experience in credit card fraud and disputesbring a positive attitude willing to adapt and work independently or collaborate in a team environment. I have a robust background in financial services, policies, systems, and procedures.
Overview
8
8
years of professional experience
Work History
Senior Fraud and Dispute Account Manager
Capital One
11.2017 - Current
- De-Escalate and resolve customer complaints .
- Monitor and review client accounts for suspicious activity & trends
- Assist in tracking customer feedback to improve customer experience and develop policies and procedures for fraud prevention
- Research fraud & dispute cases while adhering to VISA & MasterCard standards.
- Filing Suspicious activity reports (SARS)
- Maintain knowledge of anti-money laundering compliance rules and regulations
- Maintain privacy and confidentiality of customer information
- Implement (KYC) Know Your Customer due diligence process to review personal and financial documentation for customer verification
- Demonstrate a strong customer focus rooted in empathy
- Provide customer support and aid in account retention
- Review accounting and credit/debit adjustments
- Conducting independent research to examine customer risk profile
- Oversee a database of financial transactions and client records
- Work with team members to determine whether to close cases and/or escalate findings
- Performing data-entry related to tracking and documenting all investigative steps.
- Support Managers and Team Leaders in conducting AML investigations.
Licensed Property & Casualty Insurance Specialist
Teleperformance USA
Richmond, VA
09.2016 - 11.2017
- Evaluate & adjust auto policies with policyholder; review minimum coverages, liability limits, and premiums in their respective state.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Customize insurance policies to best suit policyholders by empathizing with their needs.
- Educate customer of valuable products and services that meet their needs
- Perform/Receive Inbound and outbound calls to maintain client relationships and aid in customer retention
- Obtain information for automobile coverage including vehicle and driver information
- .Explain insurance products, coverage types, and benefits of each plan.
- Communicate with clients to identify service needs, property, or account information.
- Manage step by step process of opening/ closing of client accounts
- Servicing inquiries and account billing
Education
Biology
Virginia Commonwealth University
Richmond, VA08.2016
Hermitage High School
Richmond, VA06.2013
Biology
Old Dominion University
Norfolk, VA06.2013
Skills
- Skilled in LexisNexis, TSYS, Credit Browser,Visa/ Mastercard & Chordiant software
- Anti-Money Laundering (AML) & Know Your Customer (KYC) Compliance
- Microsoft Office - Effective verbal and written communication skills
- Strong customer service skills
- Sound knowledge of cash management principles and account balancing
- Strong analytical and organizational skills
- Coaching & Training
- Data Confidentiality & Regulatory Compliance
- Complaint Resolution and Quality Assurance
Timeline
Senior Fraud and Dispute Account Manager
Capital One
11.2017 - Current
Licensed Property & Casualty Insurance Specialist
Teleperformance USA
09.2016 - 11.2017
Biology
Virginia Commonwealth University
Hermitage High School
Biology
Old Dominion University