1. NANCY WALTERS
406 Victoria Ave,Wilmington, DE19804 | H: 302 993 0870 | nantany@msn.com
Summary
Presently, Iam working in fraud servicesand debitcard claims. Mostrecently,Ihave been testing many newprograms
for both credit and debit cards. In these present rolesIam skilled in depositATM, debit card and credit card fraud
claim investigations. I am praised on my tone of voice,my abilityto be empathetic,understanding, listening,and
to make realconnections with customers all the time.
Highlights
MS Office proficient Strong banking and workethics
MS Excel Excellent communication skills
ATM fraud claims Exceptionalcustomer service representative
ATM cash systems operations Team player
Credit card chargeback Organized
Credit card fraud claims
Encoding experienced
Lexis Nexis
Experience
Card Service Fraud Representative 05/2002 to Current
MBNA/BANK OF AMERICA Newark, De 19711
I started in the Fraud Detection Department, where my job was to monitor and make outbound contacts to possible victims
of fraud. Imade quickdecisions on possible fraudulentactivities. Partof these daily tasks included placing
temporary holdson credit cards, closing cards, and reporting fraud claims. After which, Iwas promoted to a position
inbound Fraud Card Services. Thisincluded allthe same as outbound but at a much faster pace. This area takes a
lot of skill and time management: the decisionson reviewing accounts,multitasking between multiple systems, different
programs, gathering information, all while also reading disclosuresand listening to callers. Maintaining an average
handle time earned me bonuses for quality. I earned positions on many taskteams, while still part ofthe fraud services
department;one ofmy most recent, I crossed trained to ATM/Debitcards. After ATM/Debit card education and
taking calls in thisdepartment, my qualityexceeded all expectations. Iearned 100% on every call graded for the finaltwo
months. Iranked number one on my team for quality.Icrossed trained on manyother card related positions, some are
credit card increase decisions, aswell as, fraud detection for debitcard and check fraud. Ialso helped train newhires.
Chargeback Specialist 11/1999 to 05/2002
FIRST USA Wilmington, De 19802
My position here was to research customer disputes on credit card chargesand fees. Ihandled the chargeback
processes, adjustmentsfor credit card fees, and sentcorrespondence. Iam educated on rules and regulations for
Master Card and Visa chargebackprocesses. I assisted customerswith their disputes. Iearned awardsfor quality and
bonuses for both speed and accuracy. I moved on to a specialized area to handle fraud creditcard chargeback disputes.
After approximately 2 years we were all advised of a merger with another bank. The company gave 9 months to post out,
move on, or take a severance package. I moved on to MBNA.
Correspondence Research Specialist 04/1992 to 10/1999
Wilmington Trust Wilmington, DE 19806
I started an entry level position, shortlyafter I was promoted to a position in DepositServicesCenter. My titlesshows
growth. "Customer Service Representative I", and then on to "Customer Service Representative II" a more senior
associates position handling complaints, difficult calls,more research and solutions. Ialso trained newassociates.
After thisImoved on to a Correspondence and Research area as a Correspondence Research Specialist. Thiswas
very detailed work, investigating for both customer and bank associates atall levels. Iwas handling disputes and
2. complaints for both credit card and deposit servicesaccounts and answered all correspondence related to the same.
Completed chargebacks on credit cards aswell as adjusted credit and debitfeeson both creditcard and deposit
accounts.
I also worked a separate part-time job assisting the ATM Department. Iwas internally chosen to be partof thisteam
because of my experience, trust, and work ethics. Thiswas a very small departmentmonitoring the entire Wilmington
Trust ATM system. My job here was to monitor all the Wilmington Trust ATM'sand to keep them fullyfunctioning.
Education
Business
Gloucester Co College Sewell, NJ, Gloucester
Accomplishments
I am most proud ofbeing ranked number one in customer satisfaction in all BOA in 2011. My yearlyaverage in 2011 was
a 93% customer satisfaction. I have maintained my customer satisfaction rating of 90% or better everyyear since this
date. This year is steadyholding at 92%. Thisrating is solely graded bycustomers,Ipride myselfin achieving the
highest rating, which is considered excellent!
