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JPMorgan Chase & Co.Fraud Quality Specialist IV/Issues Management
Sep. 2022Tempe, Arizona, United States• Lead comprehensive fraud detection operations, maintaining 98% accuracy rate across 150+ monthly quality assurance reviews • Streamlined case review processes, reducing processing time by 30% while maintaining regulatory compliance • Consistently exceed quality metrics with 99.5% accuracy rate against 95% target • Execute detailed analyses of fraud patterns, contributing to 25% reduction in fraudulent transactions • Manage time-sensitive control reports across multiple business units with 100% SLA compliance
JPMorgan Chase & Co.Credit Abuse Fraud Specialist II OB/IB
Dec. 2019 - Sep. 2022Tempe, Arizona, United States• Managed 200+ monthly first-party fraud investigations with 97% accuracy rate • Collaborated with Credit Risk department to implement fraud prevention rules, reducing incidents by 35% • Processed high-risk referrals to specialized units including AML and FCOI • Maintained 99% quality scores and 100% availability • Reviewed 300+ monthly Card pre-book applications with 98% accuracy
JPMorgan Chase & Co.Credit Card Fraud Prevention Specialist OB/IB
Oct. 2018 - Dec. 2019Tempe, Arizona, United States• Resolved 150+ weekly real-time fraud cases while maintaining 96% customer satisfaction • Developed and delivered training curriculum, successfully onboarding 30+ new specialists • Contributed to employee satisfaction initiatives, implementing multiple workplace improvement programs • Achieved consistent recognition as top performer, exceeding quality metrics
JPMorgan Chase & Co.Credit Card Collections Specialist III
Sep. 2017 - Oct. 2018Phoenix, Arizona, United States• Managed 200+ monthly delinquent accounts, achieving 125% of collection goals • Recovered approximately $500,000 in outstanding balances through strategic negotiation • Maintained 98% compliance score while achieving 95%+ customer satisfaction
Progressive Financial ServicesCollections Specialist
Aug. 2014 - Jun. 2017Tempe, Arizona, United States• Exceeded monthly collection goals by 20% while maintaining FDCPA compliance • Recovered $750,000+ annually across diverse portfolio including federal student loans and state tax collections • Managed approximately 100 accounts daily with 100% documentation accuracy
GymboreeSales Lead/ Assist Manager
Jun. 2013 - Jun. 2017Mesa, Arizona, United States• Supervised team of associates while increasing store sales by 25% • Managed $500,000+ in merchandise through effective inventory control • Maintained 100% on-time record for three consecutive years
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