JOHANNA VIDAD
Paranaque City
Summary
Results-driven Credit Card Fraud Prevention Specialist with expertise in transaction review and fraud detection across multiple systems. Enhanced customer communication and conflict resolution strategies improved service standards and operational efficiency. Demonstrated resourcefulness and productivity in inbound customer service, fostering strong relationships and optimizing workflows.
Overview
1
1
Language
22
22
years of professional experience
Work History
Fraud Inbound Specialist
JP MORGAN CHASE
03.2007 - Current
- Identified fraudulent transactions by analyzing data across multiple systems to mitigate risk
- Handled inbound calls regarding credit card fraud, providing timely support to affected customers
- Managed inbound client calls for JPMorgan Chase banking and account servicing needs.
- Reviewed account details in Chase systems to resolve customer inquiries accurately.
- Processed service requests and updated client records in compliance with bank procedures.
Fraud Verification and Outbound Specialist
JP MORGAN CHASE
- Communicated with customers to address concerns about suspicious transactions to customers regarding suspicious credit card transactions
- Conducted outbound customer calls for JPMorgan Chase account servicing and follow-up support
- Reviewed credit applications for consumer and business customers to assess risk and ensure compliance
- Documented call outcomes and customer requests in Chase service records
Fraud Specialist I
JP MORGAN CHASE
- Reviewed Chase fraud alerts across card, deposit, and digital banking accounts.
- Investigated suspicious transactions using JPMorgan Chase case management systems.
- Documented fraud findings and case notes in compliance records.
- Enhanced business fraud detection through expert advice and implementation support.
- Reviewed check deposits and customer profiles, ensuring accuracy prior to check release.
Client Services Specialist III
JP MORGAN CHASE
- Handled inbound calls from commercial clients' customers, addressing balance inquiries, activating prepaid cards, resolving fraud and dispute transaction issues, and managing deposit inquiries.
- Supported Chase clients with account questions through phone and email channels.
- Resolved service issues by reviewing account records and transaction details.
- Processed client requests following JPMorgan Chase policies and compliance standards.
Secondment Role - APAC Transaction Support Team - GSC AU Proactive Notification
JP MORGAN CHASE
05.2026 - 09.2026
- Managed and responded to (OFAC) compliance inquiries for corporate clients whose payments were held, including GIRO (ACH), Real-Time Payments (RTP), and wire transfers across multiple currencies in the APAC region, mainly AU and NZ.
- Ensured smooth workflow through diligent execution of routine responsibilities.
- Proposed and implemented innovative solutions that improved team processes and client satisfaction.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
CONVERGYS
07.2004 - 08.2005
- Enhanced customer satisfaction through prompt, knowledgeable service
- Address and resolve customer concerns and complaints
- Handled customer inquiries, payments, and service requests efficiently
- Built trusting relationships with customers to identify and address their needs
- Upsell and inform customers of promotions and special offers to increase sales
- Managed Sprint – Nextel account
Education
BS - NURSING
Remedios T. Romualdez Memorial Schools
Makati, PhilippinesSkills
- Fraud Prevention/Identification
- Fraud detection
- Transaction monitoring
- OFAC screening
- Credit review
- Risk assessment
- Problem Solving
- Attention to detail
- Use of AI tool – LLM and Copilot
- Customer service
- Call handling
- Payment processing
- Task Prioritization
- Time management
- Organization and prioritization
- Effective communication
- Verbal and written communication
- Conflict resolution
- Critical thinking
- Decision making
- Leadership
- Teamwork and cooperation
- Team player mentality
- Empathy and patience
- Live chat support
- Call center experience
- Email management
- Product knowledge
- Self-motivated and independent
- Punctual and reliable
- Goal-oriented mindset
- Workflow optimization
- Strong interpersonal skills
VOLUNTEER EXPERIENCE OR LEADERSHIP
I was tasked to take charge of collating rest day overtime volunteers and submit a report., I would also proactively volunteer to lead team huddles by discussing department updates, score cards, alert calibrations, as well as seek feedbacks and other concerns from other team members., I also volunteered as a pilot tester for our department's upcoming new tool that will be used as part of our daily work.
Languages
English
Upper Intermediate
B2
Timeline
Secondment Role - APAC Transaction Support Team - GSC AU Proactive Notification
JP MORGAN CHASE
05.2026 - 09.2026
Fraud Inbound Specialist
JP MORGAN CHASE
03.2007 - Current
Customer Service Representative
CONVERGYS
07.2004 - 08.2005
BS - NURSING
Remedios T. Romualdez Memorial Schools
Client Services Specialist III
JP MORGAN CHASE
Fraud Specialist I
JP MORGAN CHASE
Fraud Verification and Outbound Specialist
JP MORGAN CHASE