Caitlin Owens

● Worked in a remote and fast-paced environment where frequent interruptions occur, and interrupted work is later completed.
● Assisted internal customers with questions regarding transactions disputes or the dispute process.
● Served as a subject matter expert while working with retail and commercial customers who have experienced varying types of fraud, transaction errors, account takeover or compromised information. Provide expertise in identifying fraudulent activity, typology, and proper the proper resolution process necessary to ensure the trust and safety of the customer.
● Created and organized comprehensive case files that document the decision-making process and contain applicable supporting documentation.
● Assess overall risk of the fraud event by identifying fraud type, channels impacted, and transactions involved; take appropriate action based on the type and extent of the fraud occurrence to mitigate risk.
● Ensured an exceptional customer service experience for victims of fraud or transaction errors is above average throughout the dispute and fraud case resolution process.
● Collaborated effectively with cross-functional teams, such as intake analysts, strategists, detection analysts, and management to ensure timely notification and feedback loop of reported fraud incidents.
● Maintained clear and concise communication with team members and supervisors, sharing information, observations, and trends regarding reported fraud cases.
● Stayed abreast on fraud trends and reviewed operational instructions, recommended updates to leadership, as necessary.
● Understood and complied with bank policy, laws, regulations, and the bank's BSA/AML Program.

• Provided exceptional internal and external customer service by displaying sincere, outgoing, and friendly, promptly answering phones, and consistently exhibiting courtesy, competency, and concern.
• Answered internal and external customer telephone inquiries using proper telephone guidelines and account verification techniques, utilizing multiple banking systems to access customer account information, and promptly following through to a satisfactory resolution on inquiries, requests and/or complaints.
• Daily processing of cardholder Point of Sale, ATM/iTM withdrawals, ATM/iTM deposits, and ACH disputes according to Arvest policies, Regulation E, Visa, and NACHA (National Automated Clearing House Association) rules.
• Ensured proper documentation of all case activity, including contacts, reviewed documents, and statements made by all involved parties.
• Assisted with customer complaints or inquiries regarding dispute claims, card cancellations and new card orders when applicable.
• Offered additional services to customers by recognizing opportunities and educating customers about product enhancements, new products, or services.
• Understood and comply with bank policy, laws, regulations, and the bank's BSA/AML Program,

• Performed general office duties, including answering multi-line phones,routing telephone calls or messages to appropriate staff and greeting visitors.
• Monitored and screened visitors to verify accessibility to inter-office personnel.
• Answered inquiries and resolved or escalated issues to management personnel to ensure client satisfaction.
• Collected and distributed messages to team members and managers to support open communication and high customer service.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Kept reception area clean and neat to give visitors a positive a first impression.