Abigail Pasillas Gonzalez
Lake in the Hills
Summary
Experienced financial services professional with nearly six years of progressive experience within JPMorgan Chase across fraud prevention, credit risk review, collections, and temporary pandemic-support roles. Skilled in handling high-volume inbound customer calls, performing identity verification, reviewing credit applications, and analyzing fraud and credit risk indicators. Recognized for adaptability in supporting multiple business units during operational demand shifts, including merchant disputes and Paycheck Protection Program loan servicing. Seeking an internal Business Analyst role to leverage analytical thinking, risk assessment, and process improvement experience.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Fraud Prevention Specialist II
JPMorgan Chase
01.2024 - Current
- Handle inbound customer and internal calls to complete identity verification and resolve fraud-related inquiries in accordance with internal policies.
- Perform risk-based analysis of credit applications by reviewing identity authentication results, behavioral indicators, and application data to identify potential fraud or credit abuse.
- Escalate and route high-risk cases to appropriate fraud or credit abuse teams based on established risk thresholds and guidelines.
- Review supporting documentation to validate customer identity and ensure compliance with fraud prevention standards and regulatory requirements.
- Collaborate with internal partners, including fraud operations and banking teams, to resolve complex cases accurately and efficiently.
- Provide side-by-side coaching and support to team members to reinforce accuracy, compliance, and procedural consistency.
Fraud Prevention Specialist I
JPMorgan Chase
05.2021 - 04.2024
- Managed inbound calls to perform customer identity verification and support fraud-related account inquiries.
- Reviewed credit card applications for fraud indicators, identity inconsistencies, and potential credit abuse risk.
- Conducted authentication procedures to validate customer identity and mitigate account takeover risk.
- Routed high-risk applications for secondary review and escalation based on fraud risk guidelines.
- Maintained accuracy, quality, and compliance standards while meeting production expectations in a high-volume environment.
Loan Specialist - Temporary Assignment
JPMorgan Chase
03.2021 - 05.2021
- Assisted business customers via inbound calls with Paycheck Protection Program (PPP) loan application support during the COVID-19 pandemic.
- Guided customers through application requirements and documentation needed for loan approval.
- Ensured accurate data capture and compliance with federal program guidelines and internal procedures.
- Provided timely customer support during a high-demand, time-sensitive operational period.
Collections Specialist I
JPMorgan Chase
02.2020 - 03.2021
- Managed inbound and outbound customer calls related to delinquent account balances.
- Negotiated payment arrangement while ensuring compliance with internal policies and regulatory guidelines.
- Maintained detailed documentation of customer interactions and account activity.
Merchant Disputes Specialist - Temporary Pandemic Support Role
JPMorgan Chase
03.2020 - 05.2020
- Handled inbound customer calls regarding transaction disputes and merchant-related concerns during pandemic staffing support needs.
- Investigated disputes by analyzing transactions data and customer-provided information.
- Applied internal policies and regulatory guidelines to determine case outcomes.
- Communicated resolution decisions clearly while maintaining customer service standards.
Education
Completed coursework -
Harper College
Palatine, ILHigh School Diploma -
Harry D. Jacobs High School
Algonquin, IL 08.2010 - 05.2014
Skills
- Inbound Customer Communication & Support
- Fraud & Credit Risk Analysis
- Identity Verification & Authentication
- Credit Application & Document Review
- Data Review & Pattern Identification
- Process Improvement & Operational Support
- Regulatory & Compliance Adherence
- Escalation & Case Routing (Fraud / Credit Abuse)
- Documentation & Case Management
- Cross-Functional Collaboration
- Training, Side-by-Sides & Team Support
Project Experience
- Collaborated directly with Division Leadership on a targeted fraud analysis initiative to identify patterns in previously approved applications, uncover behavioral trends, and highlight potential control gaps.
- Performed secondary reviews for complex and high-risk application queues (Aug 2024 – Mar 2025), making approve/decline decisions based on fraud indicators, policy adherence, and risk assessment.
- Conducted side-by-side coaching sessions with team members, including employees returning from leave, both in-person and via Zoom, reinforcing procedures, system navigation, and decision accuracy.
- Selected to complete an observational side-by-side session with an Operations Director to demonstrate frontline review processes and decision-making workflow.
- Managed banker escalation cases by reviewing and resolving applications escalated directly from bankers, often involving high-balance accounts requiring detailed analysis, urgency, and clear, precise communication.
Languages
- Spanish (Fluent)
Timeline
Fraud Prevention Specialist II
JPMorgan Chase
01.2024 - Current
Fraud Prevention Specialist I
JPMorgan Chase
05.2021 - 04.2024
Loan Specialist - Temporary Assignment
JPMorgan Chase
03.2021 - 05.2021
Merchant Disputes Specialist - Temporary Pandemic Support Role
JPMorgan Chase
03.2020 - 05.2020
Collections Specialist I
JPMorgan Chase
02.2020 - 03.2021
High School Diploma -
Harry D. Jacobs High School
08.2010 - 05.2014
Completed coursework -
Harper College