JENNIFER D. GIBSON
Floyd
Summary
Dynamic Senior Fraud and Claims Operations Representative at Wells Fargo, recognized for exceptional analytical skills and regulatory compliance expertise. Proven track record in enhancing service delivery and customer satisfaction through effective problem-solving and team collaboration. Adept at claims investigation and employee training, driving continuous improvement in operational efficiency.
Overview
13
13
years of professional experience
Work History
Senior Fraud And Claims Operations Representative
Wells Fargo
Roanoke
03.2015 - Current
- Investigate ATM & Debit Card Signature Pin/Dual, Fraud and Non-Fraud Claims
- Expert knowledge of Regulatory compliance requirements and Regulation E guidelines
- Research claims that customers submit for validity and accuracy.
- Expert knowledge of VISA Operating Rules and Charge back guidelines
- Excellent analytical skills along with ability to research and solve complex problems
- Expert General Ledger experience
- Provide excellent customer service skills while speaking with customers on claims
- Experience with problem solving and decision making
- Knowledge and understanding of the various computer applications such as DAT, Ilogan, VISA, ETRAN, and Open Text
- Finalizing claims, review for accuracy and correct any errors
- Work as a subject matter expert providing claim assistance to peers and new hires
- Accomplishments - Member of the Diversity Committee
- Managed daily operations to ensure seamless workflow and efficiency.
- Coordinated communication between departments to resolve operational issues.
- Implemented new procedures to improve service delivery and customer satisfaction.
- Trained new staff on company policies and operational procedures.
- Supported team members in achieving departmental goals through collaboration.
- Monitored customer accounts for any discrepancies or issues.
- Provided support to other departments as needed to ensure smooth operations.
- Identified potential areas of improvement within the department's operations.
- Performed data entry tasks accurately and quickly.
- Assisted customers with inquiries and complaints in a timely manner.
- Ensured compliance with company policies and procedures related to operations.
- Reviewed files, records and other documents to obtain information or respond to requests.
Loan Document Specialist
Wells Fargo
Roanoke
03.2014 - 03.2015
- Responsible for performing a variety of loan documentation duties including processing; obtaining missing information; resolution of processing issues
- Mortgage Unwind processing - function was to ensure the removal of the mortgagee clause from homeowners and flood insurance documents from applications that have been denied or auto failed
- Self-starter and can work independently with limited direction
Accreditation/Professional Standards Intern
Western Virginia Regional Jail
Salem
10.2013 - 03.2014
- Adept at researching statistical data, preparing reports and continued updates and progression
- Assists with policy review and revision
- Proficient in performing routine work in providing assistance to the Professional Standards Department
- Maintains confidentiality of all files and records
- Assists with the collection of documentation for completion of ACA files
- Responsible for the preparation of report updates and progression
- Participates in facility inspections related to accreditation
- Performs any other works duties as assigned by the Accreditation Manager
- Self-starter and can work independently with limited direction
Federal Work Study Intern
ITT Technical Institute
10.2012 - 03.2014
- Assists the Dean of Academics and the department with preparation of documentation and reports
- Served as a back-up receptionist as needed
- Serve as a math tutor for the student body
- Ensure classrooms are prepared for daily classes
- Self-starter and can work independently with limited direction
Quality Assurance Specialist
Dish Network
08.2012 - 10.2012
- Monitored calls taken by agents to ensure compliance of company policies and procedures
- Provide feedback to agents and managers in a timely manner
- Ability to read customer's billing statements
- Provided assistance to customers with billing and technical issues
- Trained both new and existing quality assurance specialists on policies and procedures
- Self-starter and can work independently with limited direction
- Accomplishments - Leader of the morale committee, Subject matter expert on a new system for processing customer accounts
Sales Associate
Goodwill Industries
- Assisted with the training of new associates
- Maintained the organization and cleanliness of the store
- Operated a register and was responsible for the exchange of money
- Processed donations
- Organized merchandise
- Self-starter and can work independently with limited direction
Education
Bachelor of Project Management and Administration -
ITT Technical Institute
Salem, VA01.2015
Associate of Applied Science - Criminology and Forensics Technology
Germanna Community College
01.2013
Associate Degree of Applied Science -
01.1998
Skills
- Analytical skills
- Problem solving
- Decision making
- Research skills
- Customer Service skills
- Adaptability
- General ledger
- Regulation E guidelines
- Goal orientation
- Verbal communication
- Written communication
- Interpersonal communication
- Technical proficiency
- Microsoft Office
- Excel
- Word
- Outlook
- Power Point
- Compliance knowledge
- Bank Secrecy Act
- Anti Money Laundering
- Claims investigation
- Customer service
- Data analysis
- Regulatory compliance
- Team collaboration
- Employee training
- Attention to detail
- Effective communication
- Independent work
- Financial reporting
- Problem-solving
- Financial products knowledge
- Continuous improvement
- Problem-solving aptitude
- Transaction documentation
- Documentation management
- Financial transactions
- Teamwork and collaboration
- Multitasking
- Account maintenance
Accomplishments
- Perfect Attendance and Highest Honors five quarters straight
- Student Council - President of the Criminal Justice Club
- National Technical Honor Society
- Awarded an internship at the Western Virginia Regional Jail
Timeline
Senior Fraud And Claims Operations Representative
Wells Fargo
03.2015 - Current
Loan Document Specialist
Wells Fargo
03.2014 - 03.2015
Accreditation/Professional Standards Intern
Western Virginia Regional Jail
10.2013 - 03.2014
Federal Work Study Intern
ITT Technical Institute
10.2012 - 03.2014
Quality Assurance Specialist
Dish Network
08.2012 - 10.2012
Sales Associate
Goodwill Industries
Bachelor of Project Management and Administration -
ITT Technical Institute
Associate of Applied Science - Criminology and Forensics Technology
Germanna Community College
Associate Degree of Applied Science -
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Emma WestEmma West
Daycare Worker at Copper Hill Child CareDaycare Worker at Copper Hill Child Care