William Swanagin
Lewis Center,OH
Summary
Dedicated retail banking professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Business Analysis Specialist IV
J.P. Morgan Chase & Co
Westerville, OH
08.2018 - Current
- Monitoring health of inventory of Inventory Management, ACH, and Specialty Check claims
- Providing Oversight, Control, and Queue Strategy reporting for over 40 different functions in the customer claims department
- Creating and documenting reconciliation procedures which lead to multiple passing scores in audit, as well as the successful closure of multiple action plans and consent orders
- Identifying Gaps in processes and procedures, and ensuring the business maintains its' audit-readiness
- Escalating abnormalities and providing metric-driven solutions to problems the business faces through queue strategy
- Effectively communicating metrics and trends to multiple levels of leadership across
- Completing Exam Readiness inspections
- Ensuring process maps are current and in compliance with Risk and Control standards, as well as in agreement with documented standard operation procedures (SOPs)
- Proficient in Microsoft Excel, Tableau, SharePoint, and PowerPoint
- Led projects and analyzed data to identify opportunities for improvement.
- Acted as Debit Card Fraud subject matter expert, answering internal and external questions and inquiries
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
Customer Claims Specialist
J.P.Morgan Chase & Co.
Columbus, OH
08.2015 - 08.2018
- Resolving customer inquiries in an inbound call center environment
- Processing ACH, Debit Card, and, Online customer disputes
- Filing and resolving Check Forgery and Identity Theft claims under $1000.00
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Participated in cross-functional team-building activities.
- Partnered with managers to identify and capitalize on sales trends and fraud and initiatives.
- Assisted with new hire processing and existing training programs.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Investigated claims of ACH and debit card fraud, which involved upwards of $1,000 per case.
Payment Solutions Specialist
Alliance Data Systems LLC
Columbus, OH
06.2012 - 04.2015
- Counseled debtors on payment options and arranged installment agreements
- Processed payments and applied to customer balances
- Used probing techniques to determine debtors' reasons for delinquency
- Used skip tracing and other techniques to locate debtors
- Worked in call center environment handling manual and automatically dialed outbound calls
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account
- Trained over 20 new team members on scripts, company services and collection strategies
Customer Retention Specialist
Iqor
Columbus, OH
07.2011 - 06.2012
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
- Provided primary customer support to internal and external customers
- Trained staff on operating procedures and company services
- Troubleshot problems for callers and helped independently resolve common issues
- Answered questions about company offerings with knowledgeable responses about products and services
- Recorded contact information of customers and potential customers in internal database
- Answered average of over 50 calls per day, addressing customer inquiries, solving problems and providing product information
Education
Criminal justice
Bowling Green State University
Bowling Green, OH5.2009
High School Diploma -
Gahanna Christian Academy
Gahanna, OH05.2007
Skills
- Microsoft Excel
- Tableau
- SharePoint
- Data Reconciliation
- Report Generation
- Trend Analysis
- Regulatory Compliance
- Procedure Documentation
- Inventory Management
- Fraud and Non-Fraud investigations
- Business Process Analysis
- Procedure Development
Accomplishments
- BOLD and NextGen : JPMC Polaris Chapters
- The Godman Guild Emerging Leaders Program
- Delta Tau Delta Fraternity: Delta Tau Chapter 2009
- Wards:
- Leadership Development Grant recipient June 2017 – Present
- Five Keys Recipient, August 2015 - Present
Timeline
Business Analysis Specialist IV
J.P. Morgan Chase & Co
08.2018 - Current
Customer Claims Specialist
J.P.Morgan Chase & Co.
08.2015 - 08.2018
Payment Solutions Specialist
Alliance Data Systems LLC
06.2012 - 04.2015
Customer Retention Specialist
Iqor
07.2011 - 06.2012
Criminal justice
Bowling Green State University
High School Diploma -
Gahanna Christian Academy