Monique Plowright

Exercise judgment in evaluating clients' profiles, transactions, and banking history to mitigate losses and safeguard the privacy of CIBC and its clients.

Engage in direct communication with branch personnel, inbound fraud agents, and CIBC clients regarding suspected fraudulent activities.

Conduct investigations of clients' documentation to detect True Name Fraud.

Analyze clients' credit bureau reports for the purpose of client verification.

• Analyzed large amounts of data to find patterns of fraud and anomalies
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
• Produced detailed reports of fraud investigations and presented findings to senior management
• Analyze chargeback data to identify fraud trends and prepares chargeback reports

• Supervised 3-6 employees and oversaw quality compliance with company standards for food and services
• Cooperated with coworkers to improve customer experience and manage storefront
• Kept employees operating productively and working on task to meet business and customer needs
• Trained and mentored new employees to maximize team performance

• Managed over 200 calls per day
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
• Received an average 85% customer satisfaction rating
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Processed customer adjustments to maintain financial accounts