Brianne Smith
Summary
Experienced Customer Service Representative with several years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
13
13
years of professional experience
Work History
Assistant Manager, Fraud Deterrence - Deposit Fraud
Scotiabank
01.2021 - Current
- Prioritizing all requests, expediting response times and escalating requests to upper management for resolution as necessary based on workload
- Building and maintaining strategic relationships with internal & external partners to assist with fraud risk mitigation
- Assisting business lines in mitigating potential financial or reputational risk with recovery efforts through established internal and external contacts
- Ensuring concerns and notifications of unusual fraudulent incidents are referred to applicable stakeholders for appropriate measures to be taken
- Identifying fraud through completion of thorough review of case information and account history which includes a 90-day review of all cheques for customers with known fraud concerns
- Conducting complex investigations which may require time sensitive action to recover funds and escalate cases as appropriate
- Ensuring necessary measures are taken to terminate problematic customer relationships and ensuring that all administrative activities surrounding said termination are completed by appropriate partners
- Where necessary, filing unusual transaction reports to ensure compliance with AML regulatory requirements
- Recommending changes to existing detection rules to adjust to newly identified fraud patterns as well as developing communications to advise Stakeholders of new and emerging fraud trends
Fraud Analyst
Scotiabank
01.2019 - 01.2021
- Conducted complex investigations requiring time sensitive action to recover funds
- Collaborated with internal partners to ensure t facts resulting in the escalation of a case for investigation is well understood
- Prepared clear and concise reports including the reason for the investigation, a brief overview of the investigative findings, a summary of the most salient information, supporting documentation for all reported findings and final recommendations
- Terminated problematic customer relationships, ensuring all administrative activities for termination were completed appropriately
- Filed unusual transaction reports to ensure compliance with AML regulatory requirements
- Thorough knowledge of regulatory compliance related to Privacy Act, Anti Money Laundering, FCAC and KYC
- Identified, analyzed and recommended changes to current departmental processes that may increase customer satisfaction and efficiencies within the department
- Assisted by mitigating potential financial and reputational risk with recovery efforts through established internal and external contacts
- Assessed known fraud patterns and scams
- Analyzed the disputed transactions to determine if transactions are true fraud versus customer fraud
- Responded to incoming telephone and written inquiries from customers, branches and other Bank departments to resolve inquiries related to fraud issues and complaints.
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Led efforts to recover funds lost due to fraudulent activities, liaising with affected parties for optimal resolution.
- Identified emerging fraud trends by conducting regular market research and staying updated on industry best practices.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Streamlined communication channels between internal departments, enabling swift action to be taken in response to potential fraud risks.
- Evaluated the effectiveness of current fraud prevention measures, recommending enhancements as necessary based on findings from thorough risk assessments.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Collaborated with cross-functional teams to develop comprehensive anti-fraud policies and procedures.
- Worked with third-party vendors to access and analyze data and systems.
- Established strong relationships with external partners such as banks and credit bureaus, facilitating efficient exchange of information related to suspected fraudulent activities.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Reviewed transactions and receipts to identify any suspicious activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Sr. Complex Claims Adjuster
Allstate Auto Insurance
01.2013 - 01.2019
- Successfully managed a diverse portfolio of complex auto claims, demonstrating expertise in assessing and resolving intricate cases
- Provided expert guidance to claims team members on intricate auto claims, facilitating knowledge sharing and skill development
- Developed and implemented innovative strategies to expedite the resolution of complex auto claims, resulting in improved customer satisfaction
- Collaborated with internal and external stakeholders, including legal professionals and third-party experts, to navigate and resolve challenging claims scenarios
- Conducted thorough investigations into complex auto claims, ensuring accurate assessment of liability, damages, and settlement amounts
- Utilized advanced negotiation skills to achieve favorable settlements, reducing overall claim costs while maintaining customer satisfaction
- Maintained a deep understanding of insurance policies, regulations, and industry trends to inform decision-making in complex claims scenarios
- Acted as a key point of contact for policyholders, demonstrating empathy and professionalism in managing sensitive and intricate claim situations
- Implemented process improvements to enhance the efficiency and effectiveness of the complex auto claims handling process
- Regularly participated in ongoing training and professional development activities to stay current with industry best practices and evolving legal landscapes
- Recognized and identified potential fraudulent claims
- Analyzed first party and third-party claims to determine extent of company's liability
- Served as a technical resource working with less experienced adjusters.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Documented all investigation activity and presented reports to management.
- Verified insurance claims and determined fair amount for settlement.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Substantiated legitimate claims and denied unjustified claims.
- Answered customer questions regarding deductibles.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Maintained suspicious claims database and prepared reports for supervisors.
Retention Specialist: CSR
Rogers Communication
01.2011 - 01.2013
- Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction, resulting in consistently positive feedback and high customer ratings
- Demonstrated effective communication skills by actively listening to customers, understanding their needs, and providing clear and concise information to assist them in resolving their concerns
- Utilized problem-solving abilities to troubleshoot issues, identify root causes, and implement solutions to enhance the customer experience and drive customer retention
- Managed high call volumes and handled customer inquiries via multiple channels, including phone, email, and live chat, while maintaining professionalism and composure in fast-paced environments
- Utilized CRM systems and databases to accurately document customer interactions, update account information, and track service requests for future reference
- Conducted in-depth analyses of customer feedback and behavior patterns to identify root causes of dissatisfaction and develop proactive solutions to address concerns
- Acted as a liaison between customers and internal stakeholders, advocating for customer needs and driving continuous improvement efforts to address pain points and enhance overall satisfaction
- Collaborated with cross-functional teams to implement customer-centric initiatives, including loyalty programs, referral incentives, and product enhancements, to enhance customer loyalty and drive repeat business
- Provided timely and effective resolution to escalated customer issues, demonstrating empathy, professionalism, and a commitment to delivering exceptional customer service.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Updated account information to maintain customer records.
- Supported marketing initiatives by promoting special offers or loyalty programs during customer interactions, driving increased revenue streams for the organization.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Proactively sought feedback from customers to identify areas of improvement within the organization''s offerings or processes.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer interactions.
- Maintained up-to-date knowledge on industry trends and competitor offerings, leveraging this insight when assisting customers in making informed decisions.
Education
Bachelor of Science -
University of Toronto
Toronto, Ontario01.2010
Skills
- Detail-oriented and results driven Fraud Analyst with a proven track record in detecting and preventing financial fraud
- Resourceful problem-solving skills
- Investigative Proficiency
- Aptitude for professional development
- Outstanding customer service and analytical skills
- Customer Relations
- Product and service knowledge
References Available
Upon Request
Timeline
Assistant Manager, Fraud Deterrence - Deposit Fraud
Scotiabank
01.2021 - Current
Fraud Analyst
Scotiabank
01.2019 - 01.2021
Sr. Complex Claims Adjuster
Allstate Auto Insurance
01.2013 - 01.2019
Retention Specialist: CSR
Rogers Communication
01.2011 - 01.2013
Bachelor of Science -
University of Toronto
Similar Profiles
Raquel JohnRaquel John
Senior Customer Care Advisor-Social Media at ScotiabankSenior Customer Care Advisor-Social Media at Scotiabank
Kevin LevyKevin Levy
Director, Commercial Card Solutions, Global Transaction Banking, North America at ScotiabankDirector, Commercial Card Solutions, Global Transaction Banking, North America at Scotiabank
Radhika NarayananRadhika Narayanan
Officer III, Commodities Wind-down Operations at ScotiabankOfficer III, Commodities Wind-down Operations at Scotiabank
Madhav MakkerMadhav Makker
Senior Customer Experience Associate at ScotiabankSenior Customer Experience Associate at Scotiabank
Jennifer FranchickJennifer Franchick
Deposit Fraud Manager. Fraud Competency Center Specialist Sr. at PNC BankDeposit Fraud Manager. Fraud Competency Center Specialist Sr. at PNC Bank