Kathy Cody

Experience

• 

  Discover Financial Services

  Feb 1988 - May 2010

  Sr Fraud Specialist

  As a Senior Fraud Prevention Specialist, acquired a solid background in credit card customer service relations and fraud analysis; with a strong emphasis on telecommunications and account management. Analyzed accounts for suspicious attributes to determine fraud risk.- Created team motivational contests to improve production in talk time and/or wrap time. Contests were designed around a fun theme to increase morale. My contest accomplished a 25 percent increase in team performance. - Served on a natural work group to be the voice for the fraud prevention team. My purpose was to act as the mediator between the employees and management to voice any concerns about specific fraud prevention work processes. My presence at monthly meetings influenced management decisions to change ineffective work processes. - Implemented new fraud processes and systems which save the company $500,000. - Trained new employees by providing knowledge of fraud policies & procedures. - Call Monitoring for quality and assurance- Developed reputation as an efficient service provider with high levels of accuracy. Show less

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  JPMorganChase

  Aug 2010 - Aug 2016

  Sr Specialist II

  As a Sr. Specialist II, I acquired a high level of card knowledge and expertise. - Earned highest marks for customer satisfaction with WOW Call Awards 2011-2016 and customer ratings. - Provided excellent financial analysis and customer service to bankers, private bank/wealth clients, merchants, and internal customers, while working towards internal company goals. - Distinguished items and administrations to fit the necessities of the client; while perceiving chances to strategically pitch items dependent on client cooperation.- Practiced judgment in charge changes inside extensively characterized practices and strategies.- Researched, calmed, and rapidly resolved escalated calls involving client conflicts to prevent loss of key accounts. - Worked specialty queue of difficult cases to research and analyze inquiries to recommend the best solutions. - Assisted new hires and other departments with training when needed. - Handled escalated calls to resolve complex situations or complaints. Show less

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  Nationwide

  Nov 2016 - Apr 2024

  - Researching information from multiple sources, according to company guidelines, to support underwriting analysis.- Reviews individual risks for acceptability and handles based on multiple carriers' underwriting guidelines and standards.- Performing policy service activities (received primarily by phone and electronically) within established time and service standards.- Making decisions to accept, modify or decline business of lower complexity according to policies, practices, and standards. - Determining the accurate classification of risks to ensure the matching of price and product to the customer.- Planning completion of assignments to meet agreed-upon timelines and service level agreements.- Consulting with agents and internal and external partners about customer service activities.- Working with leaders and peers and other departments to share and gather information vital to complete work.- Providing service to agencies by sharing and requesting information to support the business. Show less - Interacted with policyholders, agents, and business partners via inbound and outbound calls. - Excellent product knowledge, and communication skills for educating policyholders on coverage selections. - De-escalated calls and handled complex billing and policy situations. - Used risk analyses in determining policy coverages/changes that were in the best interest of the company and policyholder. - Helped implement areas of improvement in the procedure process for the business unit by reducing first call resolution. - Submitted a pain point about the lack of Florida licensed reps in the morning; saved the company about $50,000. Show less

  • Brokerage Placement Service Representative

    Sept 2022 - Apr 2024

  • Insurance Service Analyst II

    Nov 2016 - Sept 2022