Emma L.
Junior Fraud Specialist
Open to offersNew to PlatformAbout
Emma L. C. is a seasoned professional with a background in fraud prevention and customer support, currently seeking a role as a Freight Virtual Assistant. As a Fraud Specialist, she expertly manages payment queues, evaluates client orders, and analyzes customer and transactional data to detect and mitigate fraud. Her tenure at JP Morgan Chase and Co. honed her risk analysis skills, where she implemented identity verification protocols and monitored high-risk transactions to safeguard sensitive information. In previous roles at Fusion BPO Services and Teletech, Emma demonstrated proficiency in logistics, executing order processing, and delivering real-time customer support for shipment tracking. She effectively resolves disputes, contributing to enhanced customer loyalty and retention. Emma possesses a Bachelor of Science in Hospitality Management from La Consolacion College – Bacolod, and has completed relevant training in freight operations, anti-money laundering, and credit card fraud.
Experience
Fraud Specialist, Client Care
Freelance · 2023 — PresentManage the Payment Queue by assessing client orders against risk indicators to authenticate transactions and reduce fraudulent exposure. Evaluate customer and transactional data to proactively identify and address fraudulent activities before order fulfillment. Analyze extensive data to detect patterns of fraud and anomalies. Track fraud cases and monitor trends to formulate prevention strategies. Oversee warehouse cancellations, return label queues, and pending orders to enhance operational efficiency.Customer Service Associate, Retail Sales Associate
Fusion BPO Services · 2022 — 2023Facilitate end-to-end tracking of shipments for customer auto and equipment parts orders, providing precise delivery timelines and proactively resolving any logistics delays. Implement retention strategies such as strategic rebates and goodwill discounts to alleviate customer issues, enhance brand loyalty, and boost retention rates. Conduct high-accuracy order processing and fulfillment to ensure smooth workflow, correct inventory allocation, and timely product delivery.Customer Service Representative
Teletech · 2021 — 2021Provide real-time support for order tracking by monitoring live deliveries, anticipating potential transit delays, and offering customers accurate updates on fulfillment. Enable effective three-way communication among customers, delivery riders (Dashers), and merchant partners to quickly resolve any order disruptions and fulfill special requests. Implement resolution strategies such as issuing refunds for incorrect items, providing compensation credits, and processing replacement orders to enhance customer satisfaction and retention.Fraud Analyst II
JP Morgan Chase and Co. · 2016 — 2020Perform identity verification through multi-factor security credential checks to validate caller identity and prevent unauthorized account access across consumer and business card portfolios. Analyze transactional data and spending patterns to establish baseline behaviors and identify real-time fraudulent activities. Monitor high-risk credit card transactions with advanced fraud detection tools to protect sensitive personal and financial data while ensuring frictionless experiences for legitimate users. Manage dynamic risk controls and travel notifications, adjusting geographical flags and velocity limits to authorize legitimate global spending while reducing false positives. Supervise end-to-end account remediation, applying immediate restrictions on compromised cards and conducting fraud clearances for verified charges.
Skills & Expertise
Education
- Bachelor of Science in Hospitality ManagementLa Consolacion College – Bacolod
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