Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Malik Jackson-Brown

Toronto

Summary

Dynamic Transaction Review Specialist at RBC with a proven track record in fraud detection and regulatory compliance. Expert in analyzing transaction patterns and providing tailored client advisory services. Recognized for exceptional communication skills and attention to detail, driving successful resolutions, and enhancing customer satisfaction in demanding situations.

Overview

6
6
years of professional experience

Work History

Transaction Review Specialist – Fraud Operations

RBC
Toronto
11.2023 - Current
  • First point of contact resolution for clients disputing or reporting fraudulent credit card transactions; demonstrating strong product knowledge, understanding of card issuer regulations, and effective probing to identify and resolve client concerns
  • Ensured compliance with banking regulations and fraud prevention policies
  • Specializes in delivering a hybrid solution combining Fraud and Disputes processes and practices to service clients efficiently and with excellent customer care
  • Investigated credit card disputes and Identified fraud Indicators
  • Provide professional, responsive customer service to inbound client calls fraud and chargebacks related to Personal, Business & Commercial Cards
  • Efficiently conduct thorough investigations for on-going and new dispute or fraud cases
  • Assessed financial risks, advised on mitigating potential fraud exposure
  • Utilized data inquiries, analyzed transaction patterns to detect suspicious activity on client accounts to mitigate financial losses

Account Management, Credit Counsellor

CIBC
Toronto
10.2022 - 07.2023
  • Provide clients with tailored guidance on effective debt management strategies including budgeting, consolidation options, and responsible credit usage
  • Developed solutions and action plans to assist customers who owe money to the bank
  • Provided clients insightful and detailed information on various loan products, including eligibility criteria, interest rates, repayment terms, and financial implications to help them make informed borrowing decisions
  • Managed client account activities, including payment schedules, financial progress, ensuring accuracy, compliance, and timely updates to support clients in achieving their financial goals

Mortgage Renewal Specialist

BMO
Mississauga
12.2021 - 08.2022
  • Successfully cultivated relationships with clients nearing mortgage maturity, offering personalized renewal options and strategic financial advice to maximize retention and drive a high rate of mortgage renewals
  • Provided detailed and insightful information to customers about various loan options, helping them understand the terms, benefits, and suitability of each product to meet their financial needs
  • Identified customer needs by making informed recommendations with regards to debt consolidation, early renewals, and refinance opportunities
  • Provided inquiries to mortgage clients with details about their tax-related payments, property tax, cash flow, ensuring they fully understood their financial obligations and account structures

Customer Contact Centre Associate

BMO
Mississauga
08.2019 - 12.2021
  • Proactively engaged with customers to assess their financial needs, recommending suitable banking products and promotional offers
  • Effectively cross-sold services, facilitated referrals to appropriate departments, and contributed to sales targets while enhancing the overall client experience
  • Effectively utilized time management skills and techniques to clear large queues of clients in an accurate and efficient manner to maintain business fluidity
  • Handled several financial transactions for customers in a promptly efficient manner
  • Answered an average of 100-120 calls each day, addressing customer inquiries, solving problems and providing product information
  • Provided exceptional customer service while following company regulations, policies, and procedures

Education

Diploma - Fashion Marketing and Management

Fanshawe College
London, ON
11-2018

Business Marketing - Completed Courses

Fanshawe College
London, ON

Skills

  • Microsoft
  • Communication skills
  • Analytical & Problem Solving
  • Great Attention to Detail
  • Regulatory & Compliance Knowledge
  • Client Advisory & Counseling Skills
  • Investigation and Critical Thinking
  • Time Management and Adaptability
  • Technical Skills
  • Fraud detection
  • Transaction analysis
  • Regulatory compliance

Accomplishments

  • 2020 Q1 Spotlight Award Winner Everyday Banking Associate at BMO Financial Group

References

References available upon request.

Timeline

Transaction Review Specialist – Fraud Operations

RBC
11.2023 - Current

Account Management, Credit Counsellor

CIBC
10.2022 - 07.2023

Mortgage Renewal Specialist

BMO
12.2021 - 08.2022

Customer Contact Centre Associate

BMO
08.2019 - 12.2021

Diploma - Fashion Marketing and Management

Fanshawe College

Business Marketing - Completed Courses

Fanshawe College

Similar Profiles

CREATE PROFILE
Malik Jackson-Brown