JOSIE NAPOLEON
Phoenix
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
29
29
years of professional experience
Work History
PPP Customer Service
Chicanos Por La Causa
Phoenix
09.2024 - 04.2025
- Reviewed incoming cases to determine if fraud was present.
- Reviewed documents provided by the customer, such as tax documents, state-issued IDs, and bank statements.
- Utilized multiple systems to verify that the information provided matched public record.
- Filed a SARS report if fraud was found.
- Reached out to potential victims of possible identity theft.
- I sent emails to customers regarding the money owed, along with payment options due to the PPP loan taken.
Fraud and Claim Representative
Wells Fargo
Tempe
11.2022 - 08.2024
- Pull cases from work queue to determine if fraud is present
- Review checks (personal and business), Money orders and Cashier Checks
- Use multiple systems to find compatible items and history of maker
- Review customers account to determine if there is too much risk to bank
- Place pledge or holds on funds and or account
- Based on review of customer account make decision to end relationships
- Call customer to advise we have decided to end our relationship with them
- Conducted follow-up investigations as needed to ensure accuracy of claim information.
- Maintained accurate records of all claim activities in accordance with company procedures and guidelines.
- Documented detailed notes about every step taken while investigating a claim.
- Investigated suspicious claims to identify potential fraud or abuse.
Consumer Services Analyst II
Early Warning Services
Tempe
01.2018 - 07.2022
- Received incoming calls regarding the money transferring application Zelle
- Using multiple systems to research, identify and detecting fraud patterns
- Make judgment by researching reason and determining next step
- Analyzes and review OFAC (Office of Foreign Control) memo screening reports
- Take ownership of my consumer interaction while treating consumer with respect and empathy
Customer Service
Republic Services
Chandler
03.2017 - 12.2017
- Received incoming calls regarding customers concerns and needs.
- Filed claims and escalations regarding business/residential waste bins.
- Set up extra bulk pick up for residential customers.
- Opened new and updated existing accounts.
Fraud Consumer Service Agent
Bank of America
Phoenix
10.2016 - 02.2017
- Received incoming calls regarding fraud/non-fraud issues.
- Complete questionnaire to determine true issue of call.
- Make outbound 3-way calls to merchant with customer to determine next step of possible claim.
- Update customer profile if requested, address, phone, email and online banking.
Compliance Agent
PayPal
Chandler
10.2015 - 08.2016
- Reviewed potential fraudulent transaction for possible filing of a SAR with FinCen (Financial Crimes Enforcement Network).
- Completed system and internet searches to perform due diligence on each case.
- Ensure customers are complying with PayPal’s policy terms of use.
- Process claims in a timely manner against department targets.
- Maintain acceptable error rates, set by the quality department.
OmniChannel Client Specialist
Macy's
Tempe
06.2011 - 08.2015
- Conducted training for new and seasoned employees.
- Received incoming calls regarding Bloomingdale's.com.
- Placed orders, suggestive selling, and problem solving with customers.
- Collaborated with stores, vendors, carriers, and distribution centers via phone, email, and live chat.
- Promote and enroll clients in our Loyalist Programs.
- Empowered to authorize client accommodation based on my discretion.
ATM Fraud Specialist
Wells Fargo
Chandler
08.2006 - 06.2008
Guest Services Representative
Target
Tempe
10.2003 - 06.2006
Retail Services Representative
Macy's
Tempe
09.1996 - 09.2003
Education
HIGH SCHOOL DIPLOMA -
TEMPE HIGH SCHOOL
05.1999
Skills
- Claim investigation
- Fraud detection
- Customer service
- Attention to detail
- Documentation review
- Decision-making
References
References available upon request.
Timeline
PPP Customer Service
Chicanos Por La Causa
09.2024 - 04.2025
Fraud and Claim Representative
Wells Fargo
11.2022 - 08.2024
Consumer Services Analyst II
Early Warning Services
01.2018 - 07.2022
Customer Service
Republic Services
03.2017 - 12.2017
Fraud Consumer Service Agent
Bank of America
10.2016 - 02.2017
Compliance Agent
PayPal
10.2015 - 08.2016
OmniChannel Client Specialist
Macy's
06.2011 - 08.2015
ATM Fraud Specialist
Wells Fargo
08.2006 - 06.2008
Guest Services Representative
Target
10.2003 - 06.2006
Retail Services Representative
Macy's
09.1996 - 09.2003
HIGH SCHOOL DIPLOMA -
TEMPE HIGH SCHOOL
Similar Profiles
Alexander S. ToschiAlexander S. Toschi
Community Resource Navigator at Chicanos Por La CausaCommunity Resource Navigator at Chicanos Por La Causa
Diana LozaDiana Loza
C.A at Chicanos Por La Causa (CPLC)C.A at Chicanos Por La Causa (CPLC)
Marlyn SahidMarlyn Sahid
Engagement Specialist at Chicanos Por La CausaEngagement Specialist at Chicanos Por La Causa
NIGEL JOHNSONNIGEL JOHNSON
Rack Associate/Safety Ambassador at Petsmart Distribution CenterRack Associate/Safety Ambassador at Petsmart Distribution Center
Janna K. SagerJanna K. Sager
F&B Supervisor at Desert Mountain ClubF&B Supervisor at Desert Mountain Club