Madison Phan
Scottsdale
Summary
Results-driven Senior Claims Analyst with over eight years of experience in customer-facing roles and eight years in the banking industry, delivering high-impact performance in fast-paced, high-stakes environments. Recognized for combining analytical precision with strong relationship-building skills to drive smarter decisions and better outcomes across banking, finance, and service operations.
Brings a strategic mindset focused on embedding data-driven decision-making into everyday business practices. Known for maintaining content integrity and operational control by leading structured review and approval processes with subject matter experts, while continuously identifying opportunities to streamline workflows and enhance efficiency.
Demonstrates advanced expertise in managing complex claims processes, interpreting policy language, and making accurate, defensible coverage determinations. Consistently improves processing accuracy, turnaround time, and overall operational performance through critical thinking, innovation, and the ability to thrive under pressure.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Debit Fraud Senior Claims Analyst
Bank Of America
12.2023 - Current
- As a debit fraud claims analyst, I have advance expertise in investigating and resolving debit fraud claims.
- I am responsible for day-to-day resolutions on complex claims based on decisions that are made based on analytical research, established policies, procedures, and judgement.
- Continued to enhance my skills and was upskilled to work in high-dollar research and decision.
- Formally trained fellow peers to work high dollar claims as well resulting in metric percentage optimization.
- Consistently ranked in the upper percentile for both quality and claims processed per hour among my team, demonstrating strong analytical skills and efficiency, resulting in a full year of perfect quality.
- Selected to join the ESAT team while maintaining top tier performance metrics, showcasing adaptability and leadership potential.
Quality Analyst
Bank Of America
04.2022 - 12.2023
- As a quality analyst, I am receptive to identifying areas of opportunity to better understand policy and procedure and provide feedback to my teammates.
- I perform consistently, in all cases, seen by my teammates and manager as possessing high functional knowledge and skills, modifying approach to achieve results in changing situations, adaptation.
- Ability to emphasize and escalate issues/gaps identified to risk and management partners.
- Maintains transparent communication with line of control partners and business leaders.
- Identifying complex and unusual trends, implementing policy and procedure to agents in a clear knowledgeable way.
- Prioritize tasks based on importance and delegates appropriately.
Wealth Management Client Representative
Bank Of America
11.2020 - 04.2022
- As a Wealth Management Client Services Representative, I work in an inbound contact center taking approximately 40-60 calls daily, providing exceptional service to our Merrill Wealth Management clients regarding their banking and brokerage accounts, credit and debit cards, small business accounts, home loans and online banking.
- Provide clients with clear, complete, and accurate responses to their questions and inquiries at point of call.
- Manage risk by accurately authenticating clients, fully adhering to policy / procedures, and proactively identifying and escalating potential risk.
- Display passion, commitment and deliver an experience that improves our customers’ financial lives.
Education
Bachelor of Arts - Operations and Analytics
University of Arizona Global Campus
01.2024 - 05.2026
Skills
- Microsoft Office
- Word
- PowerPoint
- Excel
- Fraud Detection and Prevention
- Synergy Web
- NICE
- Lexis Nexis
- Nexidia
- Wadworth
- CTR
- EPIC
- FLASH
- GWA
- IEX
- Mastercard
- Visa
- Problem Solving
- Multi-Tasking
- Strong Analytical Skills
- Organizational Skills
- Business Analytics
- Strong Time Management
- Detail Oriented
- Innovative Thinking
- Analytical Research
- Collaboration
- Clear Communication
- Customer service
- Data analysis
- Communication skills
- Critical thinking
- Financial risk assessment
- Professionalism and integrity
- Strategic Decision-making
- Fraud detection techniques
- Claim investigation
- Claims trend analysis
- Investigate claims
- Fraud detection
- Decision-making
Accomplishments
- The Valiant Award | 2021 | Demonstrates outstanding leadership, courage, and resiliency.
Timeline
Bachelor of Arts - Operations and Analytics
University of Arizona Global Campus
01.2024 - 05.2026
Debit Fraud Senior Claims Analyst
Bank Of America
12.2023 - Current
Quality Analyst
Bank Of America
04.2022 - 12.2023
Wealth Management Client Representative
Bank Of America
11.2020 - 04.2022