Terry Jordan
Portland,Oregon
Summary
Dynamic and results-oriented professional with extensive experience in fraud investigation and customer service, notably at US Bank. Excelled in leveraging effective communication and dispute resolution skills to enhance customer satisfaction and streamline operations. Proven track record in improving process efficiency and fostering positive client relations through teamwork and computer proficiency.
Overview
15
15
years of professional experience
Work History
Customer Service Representative II
Campus Point
Portland, OR
02.2024 - Current
- Provided clients with in-depth explanations regarding the beneficial ownership process and general account questions.
- Handled customer complaints, provided appropriate explanations, and followed up to ensure resolution.
- Responded to inbound phone inquiries from clients, and made outbound phone requests regarding the client’s beneficial ownership information.
- Maintain client accounts and contacts, including coordinating information from other departments.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Escalations Representative
Columbia Sportswear Via Aston Carter
Portland, OR
10.2023 - 02.2024
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Claims Analyst
Bank Of America Via Signature Solutions LLC
08.2021 - 09.2023
- Verified accurate recordkeeping processes, reducing financial inconsistencies.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Issuing missing credits from previous fraud claims.
- Sending necessary correspondence to customer to advise of error found and corrected.
- Interacted with clients and employees, which helped cultivate positive working relationships.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Analyzed information gathered by investigation and report findings and recommendations.
- Assisted management in remediation and auditing of past claims.
Fraud Investigator
Simple Finance
07.2020 - 06.2021
- Conducted prompt and thorough investigations on referred files.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Experience in processes pertaining to chargebacks, ACH and debit/credit card fraud.
- Evaluated customer data to identify and prevent fraudulent activities.
- Evaluated customer data to identify and prevent fraudulent activities
Fraud Representative
Genesis Financial Solutions
10.2014 - 02.2020
- Submitting fraud cases and educating customers on following steps in which their cases will be handled.
- Placing fraudulent charges in dispute and requesting documents from merchants for both retail and MasterCard accounts.
- Processing charge-backs for fraudulent charges.
- Resolving customer's cases in a timely manner according to reg Z requirements.
Fraud Liaison Representative
US Bank
03.2010 - 07.2014
- Answer customers' questions, and provide information on procedures or policies.
- Assist customers by providing information and resolving their complaints.
- Initiate customer fraud and dispute claims.
- Ordering affidavits and educating customers on the following process in which their cases will be resolved.
- Educating customers on how to prevent further fraudulent activity.
- Opening new accounts as necessary.
Education
High School Diploma -
Evergreen High School
Vancouver, WA06-1996
Skills
- Effective communication
- Dispute resolution
- Call center operations
- Customer relations
- Inbound and outbound calling
- Microsoft office
- Verbal and written communication
- Computer proficiency
- Written communication
- Self-motivated professional
- Flexible and adaptable
- Teamwork
- Data entry
Timeline
Customer Service Representative II
Campus Point
02.2024 - Current
Escalations Representative
Columbia Sportswear Via Aston Carter
10.2023 - 02.2024
Claims Analyst
Bank Of America Via Signature Solutions LLC
08.2021 - 09.2023
Fraud Investigator
Simple Finance
07.2020 - 06.2021
Fraud Representative
Genesis Financial Solutions
10.2014 - 02.2020
Fraud Liaison Representative
US Bank
03.2010 - 07.2014
High School Diploma -
Evergreen High School
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