Vanessa Luna
La Puente,CA
Summary
Accomplished professional with a proven track record at Bank of America, excelling in claims analysis and advanced customer service. Expert in leveraging analytical research and data management to enhance quality and efficiency. Demonstrated ability to collaborate effectively, exceeding customer satisfaction goals through innovative solutions.
Overview
16
16
years of professional experience
Work History
Fraud Claims Analyst
Bank of America
Brea, CA
03.2023 - Current
- Analyzed and resolved disputes involving debit card transactions on unemployment cards.
- Investigated Visa/MasterCard transaction disputes by analyzing ATM film, PIN attempts, purchase history, trends, and location footprints.
- Formatted and sent letters of resolution or reconsideration instructions to clients.
- Created new claims for client disputes, ensuring complete resolution with a decision of payment or denial.
- Reviewed appeals filed by claimants who were dissatisfied with initial decisions made concerning their cases.
COS Hazard Coordinator
Bank of America
Brea, CA
01.2016 - 02.2023
- Facilitated communication with insurance agents, sales agents, processors, and underwriters using phone and email.
- Analyzed title reports to detect and address liens, judgments, and obstacles to timely mortgage loan closings.
- Specialized in hazard insurance policies, procedures, and guidelines for single-family residences, condominiums, and PUDs.
Customer Relationship Manager
Bank of America
Brea, CA
03.2012 - 12.2015
- Built strong client relationships while assisting with mortgage retention solutions.
- Delivered difficult news and handled escalated calls while maintaining professionalism and ethical business values.
- Managed a pipeline of over 150 files, ensuring thorough review for all home retention options including modifications, repayment plans, bankruptcies, forbearance plans, short sales, and deeds in lieu.
- Audited pre-underwriting mortgage financial documents before submission to underwriter.
- Utilized extensive reporting expertise to address and resolve process inefficiencies.
Credit Card Marketing
Bank of America
Brea, CA
04.2009 - 03.2012
- Facilitated the marketing and sales of credit card products, including balance transfers, overdraft protection, and additional credit cards, while referring clients to mortgage sales lines.
- Prioritized and organized tasks to accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided exceptional customer service over the phone, addressing inquiries and resolving issues efficiently.
Education
Rowland High School
Rowland Heights, CA01-2005
Skills
- Skilled Collaborator
- Advanced Customer Service Skills
- Claims Analysis
- Data Management
- Analytical Research
- Quality Management
Timeline
Fraud Claims Analyst
Bank of America
03.2023 - Current
COS Hazard Coordinator
Bank of America
01.2016 - 02.2023
Customer Relationship Manager
Bank of America
03.2012 - 12.2015
Credit Card Marketing
Bank of America
04.2009 - 03.2012
Rowland High School
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