Thomas Brown

• I currently communicate with customers in a metrics-driven environment with a detailed focus on conversations regarding submissions of multiple claim types that require Provisional credits be issued while investigating and reaching out to prospective merchants to effect resolution as to the disposition of the claims submitted.
• Conduct thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
• I Effectively prioritize work, and approach problems logically and with good judgment to ensure the appropriate customer outcome and abide by all applicable regulatory and department practices and procedures.
• I think critically and exercise independent judgement, and use End-to-end quality reviews by using the Reasonable Investigation method at the process level. I then process General Ledger tickets if necessary to allow balancing of claims for final closure to be made.

I currently engage and service all Chase Card customers within JP Morgan Chase, by answering inquiries, resolving complex problems with the highest level of customer satisfaction. This includes everything from your everyday customer to your high net worth JP Morgan private clients. I also handle Fraud, Disney, Tier I PIN request by phone for cash advances when traveling and also Global Life Line for emergency card replacement. I also code and initiate disputed accounts, travel and spend notifications, research credit card partner requests

• Collected on charged off retailers from Comenity Bank and Comenity Capital Bank via outbound calls. 
• Set up hardship, adjusted fees utilizing effective questioning and listening skills to anticipate and determine the customers needs and concerns, and to ensure a high level of customer satisfaction.

• Take care of numerous lines of business in the credit card industry with an emphasis on Marriott and British Airways portfolios.
• Vast knowledge of multi-credit card products throughout Chase, with the capability to be able to interchange with different lines of business throughout the enterprise.
• Resolved inquiries, telephone and written form from the cardmember. Uses the computer to access information and to memo cardmember accounts.
• Documents the nature of cardmember inquiries
• May research customer problems concerning billing errors, disputed transactions, misapplied payments, and general cardmember concerns.
• Numerous WOW awards for outstanding service and call quality. Employee of the Month.

• Resolved inquiries from cardmembers and handles customers who are planning to cancel their credit card accounts. Essential functions include: Reviewed current cardholder issues and recommended other products and services available. Used the computer to access information and to memo cardmember accounts.
• Documented the nature of cardmember inquiries.
• Initiated processing of changes to cardmember accounts while retaining the customer for future product needs.