JENNIFER NATHANIEL
Customer Service Associate
New Delhi
Summary
Enthusiastic and eager to contribute to the team success through hard work, organizational skills and attention to minute details. Clear understanding of corporate communication and business development. Strongly motivated to learn, grow and establish oneself.
Overview
3
3
years of professional experience
2021
2021
years of post-secondary education
2
2
Languages
Work History
Customer Service Associate
American Express
08.2024 - Current
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
Fraud Specialist
JP Morgan Chase & Co.
07.2022 - 07.2024
- Worked for Claims and Fraud Prevention
- Claims for Debit Cards (Reg E)
- Receiving inbound calls from customers reporting Fraud/Non Fraud Disputes on their Debit Cards
- Investigated claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims
- Maintained accurate documentation of all claim activity within designated system
- Got cross skilled in Internet Bill Pay process based on my performance Where I use to: Receive inbound calls from customer reporting Fraud through their online banking
- File claims for Fraud Digital/Marchent wallets, Zelle, Bill payments and Wires
- Taking action through different tools to remove fraud devices from customer's online account
- Got cross skilled to Fraud Prevention process where I have to take care of all electronic transactions such as Wire, Zelle and ACH
- Reviewing customer's profile and banking history based on which we decide the online transaction approval or denial
- Work on multiple tools to Authenticate the customer's identity and to make sure the account is secure
- Gather all the information from customer about the recipient and the purpose of the transaction before taking any actions
- Probing and educating customer about the Fraud and Scams taking place nowadays
- Reviewing online account opening application and detecting identity theft
- Worked as a Subject Matter Expert for Fraud Prevention
- Supported and trained new batches
- Helping them to maintain stats as well as provide knowledge about how to prevent fraud.
Education
Bachelor of Computer Applications -
Bharati Vidyapeeth Deemed University
New Delhi, DLSkills
- Customer Relationship Management
- Good Communication
- Multitasking
- Complain Handling
- Teamwork
- Product knowledge
- Quality assurance
Interests
Photography
Travelling
Cooking
Disclaimer
I hereby declare that all the information contained in this resume is in accordance with facts or truths to my knowledge. I take full responsibility for the correctness of the said information.
Timeline
Customer Service Associate
American Express
08.2024 - Current
Fraud Specialist
JP Morgan Chase & Co.
07.2022 - 07.2024
Bachelor of Computer Applications -
Bharati Vidyapeeth Deemed University
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