Kevin Paul
Escondido
Summary
Experienced customer service professional with 10+ years of experience resolving complex customer issues, managing escalated cases, and delivering exceptional service through phone, email, live chat and written communication. Skilled in case management, conflict resolution, documentation, and collaborating across cross-centered resolutions while maintaining accuracy, professionalism and strong attention to detail.
Overview
14
14
years of professional experience
Work History
Chargeback Operations Specialist
Turo
Phoenix
08.2023 - Current
- Investigated chargeback disputes and transactions to ensure compliance with company policies
- Utilizes established systems, tools, and processes to determine the best course of action and/or optimal solutions
- Analyze all cases independently based on the facts available to determine the results
- Use internal and external tools to decision while uncovering trends
- Effectively resolve submissions in an accurate and timely manner
Fraud Investigator
US Bank
Tempe
08.2022 - 08.2023
- Coordinate with peers to ensure all deadlines are met
- Utilize fraud tools to determine validity of reported fraudulent activity
- Escalated issues assigned to me may require long-term oversight and collaboration with other departments
- Handles issues with the utmost sensitivity and urgency, identifying and responding appropriately to stated and unstated customer needs
- Maintain a comprehensive understanding of SAR filing guidelines, regulatory expectations, and stay updated on changes in fraud trends
Fraud Dispute Resolution
Union Bank
Tempe
08.2022 - 08.2023
- Investigates disputes, transactions, and accounts
- Ensure SARs are complete, accurate, and reported in a timely manner
- Notates and/or documents interactions according to standards to ensure records are maintained and communicated accurately
- Protect sensitive customer relationships by managing complex workstreams across multiple internal and external parties
LightStream | Secured Auto III
Truist Bank
San Diego
07.2017 - 04.2019
- Recorded SunTrust/Truist liens promptly, complying with federal and state laws and correct security instruments
- Reported aged account issues to management, ensuring timely resolution of title instructions activity
- Documented all activities meticulously in VINtek and Encore software, maintaining accuracy for unsecured conversion
- Managed title processing, UCC filings, and security instruments to perfect liens, including drafting payoffs and release letters
LightStream | Collections
Truist Bank
San Diego
08.2015 - 07.2017
- Execute calls to accounts as established by calling strategy
- Document all collection efforts for each assigned account
- Offer/execute payment assistance and settlement programs
- Ensure that all accounts have been thoroughly worked according to established procedures (including contact attempts, letters, etc.)
Account Services Representative III
Truist Bank
San Diego
10.2012 - 08.2015
- Gain advanced understanding of policies and procedures
- Meet performance requirements as evidenced by QC reviews
- Provides world class service with applications and funding loans
- Perform tasks and processes that support payment processing, SCRA adjustments, customer surveys and experience
- Serves as a knowledgeable resource to escalated clients through consistent, accurate, and efficient delivery of information regarding the questions or concerns
Education
High School Diploma -
Orange Glen High School
Escondido, CA05-2005
CRCST Certifcation - Allied Health Profession
Southwestern Community College
San Diego, CA05-2015
Skills
- CRM Software
- Conflict Resolution
- Empathy & Rapport Building
- Remote Collaboration Tools
- Microsoft Office Suite
- Data Entry (60 WPM)
- POS Systems Support
- Excellent Written Communication
- Live Chat Support
- Email Support
- Clear Verbal Communication
- Ability to Multitask
- Time Management
- Critical Thinking
Timeline
Chargeback Operations Specialist
Turo
08.2023 - Current
Fraud Investigator
US Bank
08.2022 - 08.2023
Fraud Dispute Resolution
Union Bank
08.2022 - 08.2023
LightStream | Secured Auto III
Truist Bank
07.2017 - 04.2019
LightStream | Collections
Truist Bank
08.2015 - 07.2017
Account Services Representative III
Truist Bank
10.2012 - 08.2015
High School Diploma -
Orange Glen High School
CRCST Certifcation - Allied Health Profession
Southwestern Community College