Vanessa Chavez
Montgomery,IL
Summary
Results-driven Account Specialist with a solid background in fraud prevention, document review, and customer service. Achieved high productivity and efficient task completion through strong analytical skills and effective client relationship management. Focused on delivering business results and driving strategic account development in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Account Specialist II - Indirect Disputes
JP MORGAN CHASE
02.2025 - Current
- Investigated and resolved customer transaction disputes, including unauthorized charges, billing errors, duplicate transactions, and fraud claims, ensuring customer satisfaction and adherence to company policies. Reviewed account activity, processed chargebacks and account adjustments, and communicated with customers, merchants, and internal departments to gather information and provide timely updates. Managed high volume of cases while maintaining accuracy, meeting deadlines, and ensuring compliance with banking regulations and company policies. Proficient in using banking systems and Microsoft Office to document findings, identify fraud trends, and deliver excellent customer service throughout the dispute resolution process.
- Leading global financial services firm and one of the largest banking institutions in the US with worldwide operations.
- Maintained and organized client account records to ensure accuracy and accessibility. and ensured accurate record-keeping for financial transactions.
- Worked closely with cross-functional teams to address and resolve client inquiries. to resolve client inquiries and provide timely support.
- Coordinated communication between clients and internal departments to improve service efficiency. between clients and internal departments to streamline processes.
Account Specialist II - Complex Account Document Review
JP MORGAN CHASE
11.2021 - 02.2025
- Analyze legal documentation submitted by Branch Bankers for policy and statutory requirements and identify the parties, powers and provisions identified therein. Ensure our customers are able to open and/or act on behalf of the account. Made routine decisions and determined proper courses of action within standard policies and procedures. Knowledge of internal procedures involving account maintenance and account opening for Trust, Estates, Escrow Lease, and Power Of Attorney.
- Contributed to operations of leading global financial services firm and one of the largest banking institutions in the US with extensive worldwide presence.
- Collaborated with cross-functional teams to streamline account processes.
- Analyzed client data to identify service improvement opportunities.
- Contributed to operations of leading global financial services firm and one of largest banking institutions in US with extensive worldwide presence.
Fraud Specialist II - Customer Protection Group
JP MORGAN CHASE
08.2018 - 11.2021
- Supported customers affected by identity theft, account takeover, and elder abuse, ensuring their concerns were addressed with empathy and efficiency. Able to work and secure all types of accounts; including Credit Cards, Business Cards, and Retail accounts within one interaction. Utilized Chase tools to analyze account compromises and educated customers on protective measures, enhancing their awareness and security. Navigated multiple Chase platforms such as Online Profile, rewards points redemption, and Digital Wallet setup to access fraud compromises and secure each platform. Identified and escalated emerging fraud trends to improve response strategies and safeguard customer accounts.
- Leading global financial services firm and one of the largest banking institutions in the US with worldwide operations.
- Analyzed fraud patterns using advanced monitoring tools and systems.
- Investigated suspicious transactions and gathered relevant documentation for review.
- Collaborated with cross-functional teams to enhance fraud detection processes.
Fraud Specialist I - Fraud Prevention
JP MORGAN CHASE
09.2017 - 08.2018
- Mitigated fraud losses while fostering strong customer relationships. Diagnosed customer accounts using analytical skills to identify unauthorized activity and ensured account security. Risk mitigation through customer contact and account analysis, preventing future compromises. Navigated multiple technologies, demonstrating resiliency and adaptability in fast-paced environment. Take ownership of each customer interaction and abide by all applicable regulatory and departmental practices and procedures.
- Oversaw operations at a leading global financial services firm, one of the largest banking institutions in the US.
- Investigated cases of fraud using internal tools and data analysis techniques.
- Collaborated with law enforcement to support fraud prevention efforts.
- Leading global financial services firm and one of the largest banking institutions in the US with worldwide operations.
MSR/Teller
EARTHMOVER CREDIT UNION
05.2017 - 09.2017
- Mitigated fraud losses while fostering strong customer relationships. Diagnose customers' accounts using analytical skills to identify unauthorized activity while maintaining security on accounts. Risk mitigation through customer contact and account analysis, preventing future compromises. Navigate multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment.
- Delivered financial services to local community members, enhancing access to essential banking resources in a not-for-profit cooperative.
- Completed customer transactions promptly and accurately at EarthMover Credit Union.
- Supported members by addressing account inquiries and delivering high-quality customer service.
- Ensured cash drawer accuracy by balancing funds and preparing detailed reports.
Education
High School Equivalency Diploma -
Waubonsee Community College
Sugar Grove, ILSkills
- CRM Software
- Data Analysis
- Risk Mitigation
- Process Improvement
- Document Review
- Client/ Customer Service
- Microsoft platforms
- Detail Oriented
- Time Management
- Bilingual
- Interpersonal Skills
- Conflict Resolution
Timeline
Account Specialist II - Indirect Disputes
JP MORGAN CHASE
02.2025 - Current
Account Specialist II - Complex Account Document Review
JP MORGAN CHASE
11.2021 - 02.2025
Fraud Specialist II - Customer Protection Group
JP MORGAN CHASE
08.2018 - 11.2021
Fraud Specialist I - Fraud Prevention
JP MORGAN CHASE
09.2017 - 08.2018
MSR/Teller
EARTHMOVER CREDIT UNION
05.2017 - 09.2017
High School Equivalency Diploma -
Waubonsee Community College