Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Teeahna McCain

Charlotte,NC

Summary

Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.

Overview

8
8
years of professional experience

Work History

Fraud & Claims Operations Representative

Wells Fargo Bank, N.A.
08.2023 - Current
  • Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity
  • Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
  • Receive direction from managers and escalate non-routine questions
  • Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications
  • Interact with colleagues on required information as well as external and internal customers through inbound and outbound calling
  • Contact third parties for research
  • Receive cross-training with other department function

Senior Fraud Specialist

Discover Financial Services
07.2018 - 08.2023
  • Resolves complex card member inquiries regarding fraud or security related concern; such as verifying flagged transactions, caller authentication, reporting an account as fraud, etc.
  • Taking incoming calls and referrals from other departments, and at times make outbound calls.
  • Complete necessary fraud verification, includes caller authentication, transaction, verification, etc.,
  • Performing research on customer fraud claims to validate claims., including applicable questioning to determine the correct fraud type. Uses Chex/EWS reporting and decisions on remaining balance.
  • Performs in depth account review and probes for facts. Partner with customer to determine whether to status fraud or non-fraud. Searches and identifies best solution for customer.
  • Ensure proper follow-up or escalation of account based on call outcome. Make outbound calls to verify account activity with the customer. Utilizing excellent customer service skills.

Banking Specialist

Discover Financial Services
07.2016 - 07.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Resolved complaints efficiently to satisfy customers and encourage future transactions.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.

Education

High School Diploma -

Westview High School
Avondale, AZ
05.2012

Skills

  • Microsoft Package
  • Accounting duties-AP/AR
  • Invoicing/Billing/Collections
  • Purchasing/Shipping/Receiving
  • Ordering/Inventory Control
  • Scheduling/Routing
  • Customer service support
  • Data Entry
  • Team building
  • Problem resolution
  • Communications
  • Project organization
  • Customer service
  • Regulatory Compliance
  • Account development
  • Compliance, banking laws and regulations
  • Transactions & processing
  • Adobe software
  • POS systems expert
  • Complaint resolution
  • Money handling abilities
  • DAT / CIV
  • Hogan
  • Variant
  • Compass
  • FIS
  • Lexis nexis

Accomplishments

  • Assisted with the Procedural Assist Line (PAL Line) Due to knowledge of procedures and systems.
  • Was selected for the Aux/ CSR3 role amongst my peers.
  • Attended comities for the bank.
  • Recognized for outstanding quality and compliance scores.

Timeline

Fraud & Claims Operations Representative

Wells Fargo Bank, N.A.
08.2023 - Current

Senior Fraud Specialist

Discover Financial Services
07.2018 - 08.2023

Banking Specialist

Discover Financial Services
07.2016 - 07.2018

High School Diploma -

Westview High School

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Teeahna McCain