Summary
Overview
Work History
Education
Skills
Timeline
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ANDREA ONTIVEROS

Phoenix,AZ

Summary

Adept in technical troubleshooting and fostering client relationships, my tenure at Bank of America has honed my ability to navigate complex customer issues with a blend of critical thinking and effective communication. Recognized for exceeding performance goals through expert data entry and active listening, I bring proven dependability and a commitment to excellence in customer support.

Overview

6
6
years of professional experience

Work History

CLIENT SVCS REP III, SMALL BUSINESS &CUSTOMER CARE

BANK OF AMERICA
08.2018 - Current
  • Review customer accounts for possible fraudulent account activity
  • Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type
  • Will complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity
  • May perform back office functions related to research and resolution of fraudulent activity and service support
  • Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America
  • Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution
  • Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments' system, and financial controls
  • Experience was gained through training, following established procedures and guidelines, and research utilizing multiple systems and tools
  • Required skills:
  • - Ability to work within the operating hours and days for this position as outlined in the posted job requisition
  • - Customer service experience, demonstrated commitment to providing quality customer service
  • - Proven history of dependability
  • - At least an intermediate ability in computer skills
  • Ability to navigate multiple computer systems while interacting with the customer
  • - Ability to work a flexible schedule to meet business needs
  • - Experience working in a team environment
  • - Ability to think critically and use good, sound judgment in decision making
  • - Self-motivated and goal-oriented
  • - Excellent verbal and written communication skills
  • - Ability to effectively handle difficult client issues
  • - Proficiency in dealing with customer issues in both a routine and complex environment
  • - Ability to multi-task and proven track record of working independently
  • - Ability to adapt quickly to changes in the environment
  • - Ability to meet productivity and performance goals
  • Increased customer satisfaction by addressing and resolving complaints promptly.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

CHECK FRAUD ANALYST

BANK OF AMERICA
05.2021 - 05.2022
  • Connecting clients with the breadth of solutions that the bank offers to help achieve financial goals
  • Including balancing service requests, providing content expertise on financial solutions, asking clients probing questions to understand life and financial goals, and pairing new solutions and services to meet client needs
  • Evaluated negative situations and took alternate courses of action to avoid conflict
  • Updated clients profiles regularly with accurate information regarding preferences or special requests
  • Assisted management team with various projects related to improving the overall customer experience
  • Answered incoming calls promptly while providing high quality customer service
  • Carried out special services for customers, such as ordering bank cards and checks
  • Examined checks to confirm endorsements

Education

High School Diploma -

Agua Fria High School
Avondale, AZ
05-1999

Skills

  • 6 Years Fraud Experience
  • Top customer feedback scores
  • Data entry proficiency
  • Quality control
  • Data Analytics
  • Critical thinking
  • Consistent perfect Quality Awards
  • Account Servicing
  • Fraud policy
  • Strong communication skills
  • Process improvements
  • Fraud Detection
  • Pop, Snapshot, Solution Center, Microsoft Office, TSYS, Model, Boss/Fast, IEX, AVIA CMS, Workday, WEB EX Synergy Webb, Stacy, Interact, Image View, Bolt, Epic, Nice, TRMS, CEW, Rigg, Flash

Timeline

CHECK FRAUD ANALYST

BANK OF AMERICA
05.2021 - 05.2022

CLIENT SVCS REP III, SMALL BUSINESS &CUSTOMER CARE

BANK OF AMERICA
08.2018 - Current

High School Diploma -

Agua Fria High School

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ANDREA ONTIVEROS