Summary
Overview
Work History
Education
Skills
Successful Projects
Personal Information
Timeline
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Jasim Jude Durante

Jasim Jude Durante

Fraud And Claims Associate Manager
Tondo, Metro Manila

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

2025
2025
years of professional experience
2
2
years of post-secondary education

Work History

Fraud and Claims Associate Manager

Wells Fargo EGS, LLC-PH
08.2022 - Current
  • Supervise a team of specialists within a fraud and claims program for proactive fraud identification, prevention, and detection, as well as ensuring the recovery, execution, and handling of claims.
  • Identify opportunities for process improvement and risk control development in Fraud and Claims management to maximize efficiency and enhance customer service.
  • Make supervisory decisions and resolve issues related to work distribution under direction of Fraud and Claims managements.
  • Leverage interpretation of internal processes and procedures to establish performance standards, evaluate performance, develop training materials, and ensure compliance with internal policies, risk controls, and government regulations.
  • Collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues. Interact directly with Fraud and Claims management to develop and implement functional are policies or procedures, and to provide exceptional customer experience.
  • Manage allocation of people and financial resources for Fraud and Claims Operations. Mentor and guide talent development of direct reports and assist in hiring talent.

Lead Fraud and Claims Operations Representative

Wells Fargo EGS, LLC-PH
12.2020 - 07.2022
  • Support performance and overall effectiveness of team as well as cross-group operational tasks.
  • Proactively provide feedback and present ideas for improving or implementing process and tools with effective flow of fraud and claims operations.
  • Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products.
  • Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team.
  • Contribute to resolving control deficiencies in bank processes, procedures, customer, or team decision that require coordination among cross-functional teams.
  • Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims.

Account Resolution Specialist

Wells Fargo EGS, LLC-PH
3 2014 - 11.2020
  • Upheld strict confidentiality when dealing with sensitive client information as per company policies and regulatory guidelines.
  • Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
  • Collaborated with cross-functional teams to identify root causes of customer complaints and develop solutions.
  • Improved account reconciliation accuracy by implementing new tracking systems and tools.
  • Mentored junior staff members, sharing expertise in effective communication techniques and conflict resolution strategies for better results.
  • Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
  • Created detailed documentation for each case handled, ensuring proper record-keeping for future reference or audits purposes.
  • Provided exceptional customer service, handling inquiries and resolving issues in a professional manner.
  • Developed customized reports for management, providing valuable insights into outstanding receivables and collection performance metrics.
  • On top of my individual responsibilities, I was given a chance to be a Real Time Analyst. Consistently developed and facilitated small and large projects. Point of contact for the Department Reports. Responsible in managing team member's productivity and team's productivity especially how to maximize the intensity of the Line of Business without compromising the team member's development. This also brings out my capability to contribute my knowledge in doing tasks, such as generating trackers and reports combined with strong decision-making skills.

Escalation Specialist

Teleperformance
12.2012 - 03.2014
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
  • Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
  • Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
  • Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
  • Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
  • Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
  • Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.

Call Center Agent

Teleperformance
9 2010 - 12.2012
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
  • Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.

Education

Some College (No Degree) - Computer Programming

Northern Quezon Cooperative College, Inc.
Infanta, Quezon
08.2004 - 05.2006

Skills

Leadership skills

Problem-solving abilities

Documentation processing

Multitasking

Reporting skills

Multitasking Abilities

Teamwork skills

Computer Proficiency

Time management abilities

Problem-solving aptitude

Adaptability

Collaborative relationships

Successful Projects

  • Decision Tool - A structured system or methodology designed to assist individuals or organizations in making informed decisions. They are particularly useful when decisions are complex, involve multiple criteria, or require a systematic approach to minimize errors and biases.
  • Monthly Scorecard automation - A process that uses methodology to automatically generate, update, and distribute monthly performance scorecards, which provide key metrics and insights on organizational performance. This automation reduces the manual effort involved in collecting data, creating reports, and sharing insights, making it possible to deliver accurate and timely performance summaries with minimal human intervention.
  • Focal Data automation - A process that automates the collection, analysis, and reporting of key data points which are critical for tracking and assessing performance, or objectives. This automation helps streamline data-driven decision-making by reducing the manual effort involved in gathering and processing data. By automating focal data workflows, Line of Business can ensure consistent accuracy, timely access to insights, and improved data governance.
  • Quality Tracker - A tool used to monitor, record, and analyze the quality of cases worked by the individual. It provides a structured way to track quality-related metrics, detect issues, and ensure that quality standards and targets are consistently met.
  • Productivity Tracker - A a tool used to monitor, analyze, and enhance productivity by the individual. It captures data on individual, team, or process performance, helping organizations identify areas where efficiency can be improved and ensuring that productivity goals are met.
  • Attendance Report automation - Use to automatically track, compile, and generate attendance reports for employees or students. This automation minimizes the need for manual data entry, reduces errors, and ensures timely and accurate reporting of attendance information.
  • Paid Time Off Request automation - A process that automates the submission, approval, tracking, and recording of employee PTO requests. This automation simplifies the workflow for employees and managers by eliminating manual works, reducing administrative overhead, and ensuring that PTO records are consistently accurate and up-to-date. Automating PTO requests helps organizations manage leave balances efficiently and ensures that time-off policies are applied consistently.

Personal Information

  • Age: 36
  • Citizenship: Filipino
  • Date of Birth: 11/24/87
  • Gender: Male
  • Marital Status: Widowed
  • Religion: Roman Catholic

Timeline

Fraud and Claims Associate Manager

Wells Fargo EGS, LLC-PH
08.2022 - Current

Lead Fraud and Claims Operations Representative

Wells Fargo EGS, LLC-PH
12.2020 - 07.2022

Escalation Specialist

Teleperformance
12.2012 - 03.2014

Some College (No Degree) - Computer Programming

Northern Quezon Cooperative College, Inc.
08.2004 - 05.2006

Account Resolution Specialist

Wells Fargo EGS, LLC-PH
3 2014 - 11.2020

Call Center Agent

Teleperformance
9 2010 - 12.2012
Jasim Jude DuranteFraud And Claims Associate Manager