Darrah Zastrow
McHenry
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
15
15
years of professional experience
Work History
Senior Fraud Analyst
JPMorgan Chase
06.2022 - Current
- Analyzed complex fraud patterns to identify trends and mitigate risks within financial transactions.
- Mentored junior analysts, providing training on investigative techniques and best practices in fraud detection.
- Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Department Trainer
JPMorgan Chase
05.2021 - 12.2022
- Developed and delivered training programs to enhance employee performance and operational efficiency.
- Collaborated with management to identify training needs and create targeted learning solutions.
- Mentored new employees, fostering a supportive environment for skill development and integration.
- Evaluated training effectiveness through feedback and assessments, adjusting programs as necessary.
- Maintained training documentation and records to ensure compliance with regulatory standards and audit readiness.
Fraud Prevention Specialist
JPMorgan Chase
05.2021 - 06.2022
- Analyzed transaction patterns to identify and mitigate fraudulent activities.
- Collaborated with cross-functional teams to enhance fraud detection protocols.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
Business Loan Officer
JPMorgan Chase
04.2020 - 05.2021
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Ensured compliance with relevant regulations throughout all stages of program implementation by closely monitoring adherence to established guidelines.
- Administered and tracked client service payments.
- Collaborated with clients to understand financial needs and recommend suitable loan products.
- Evaluated credit applications to determine loan eligibility and risk assessment.
Senior Specialist
JP Morgan, Chase
08.2019 - 04.2020
- 6-7 mo discrepant
- All of the above and:
- Manual dialing environment and ownership of accounts in queue
- Performed Skip Tracing and contact development
- Collected on late stage accounts nearing charge off
Loss Management Specialist
JP Morgan, Chase
09.2018 - 08.2019
- 3-6 mo discrepant
- Inbound / Outbound calls on NICE automatic phone system
- Collection on past due accounts
- Assist customers with scheduling account payments and design of their payoff plan through Chase while navigating Federal Regulations
- Educate customers on account status
- Educate and assist customers enrolling accounts into short- / long-term hardship programs
- Update First Support customer database
- Adhere to company policy and procedures
- Maintain line of business standards for daily and monthly goals and metrics
- Independent work within a team environment
- Developed strategic plans to enhance team performance and align with organizational goals.
Account Management Specialist
JP Morgan, Chase
09.2018 - 08.2019
- 1-3 mo discrepant
- Inbound / Outbound calls on NICE automatic phone system
- Collection on past due accounts
- Assist customers with scheduling account payments and design of their payoff plan through Chase while navigating Federal Regulations
- Educate customers on account status
- Educate and assist customers enrolling accounts into short- / long-term hardship programs
- Update First Support customer database
- Adhere to company policy and procedures
- Maintain line of business standards for daily and monthly goals and metrics
- Independent work within a team environment
Business Development Center
Martin Chevrolet
02.2016 - 09.2018
- Made outbound marketing calls, including informed of price/incentive changes for their vehicle
- Directed inbound sales and service calls and scheduled Sales Team appointments
- Responded to customer phone/email inquiries including Internet leads and advertisements
- Finished required training for each sales quarter on timely basis
- Followed up on non-purchase visits
- Managed Higher Gear customer service database
Nanny
Self Employed
08.2010 - 01.2016
- Children from 6 mo to 8 yr old from multiple families in western Chicago area suburbs
- 12 hour shifts, 5 days/week
- Diaper / Potty Training
- Meal Prep
- Designed age appropriate interactive games / activities
- Escorted & Initiated outdoor activities home & elsewhere including transport to/from schools
Sales Associate / Receptionist
Massage Envy
03.2014 - 07.2015
- Sold membership packages, managed appointments, payments, and check in/out
- Maintained front desk and clinic area cleanliness
Server
Bahama Breeze
02.2015 - 06.2015
Server
American Tap
08.2014 - 01.2015
- Took, placed, and delivered customer food & drink orders, bussed tables
- Managed customer tabs & payments
Customer Service / Cashier
Bed Bath & Beyond
08.2014 - 01.2015
- Managed cash register, processed returns and exchange credits
- Answered customer questions and assisted with merchandise location
Cleaner
MaidPro
07.2014 - 01.2015
- Cleaned residential properties per customer requests
Education
High School Diploma -
Glenbard East High School
Lombard, IL06.2012
Skills
- Excellent written and verbal communication skills Well-developed Executive Functioning skills: prioritization, organization, decision making, and time management
- Demonstrated personal excellence: punctuality, integrity, and accountability
- Computer Software: Microsoft Office- Word, Outlook, Power Point, Excel Google Docs Employer specific databases
- AML compliance
- Fraud prevention
Awards
DEC 2018 - CURRENT: various months, Chase 100% Compliance Quality Audit: Federal & State Regulations + Chase Policy & Procedure compliance for an average of 2,000 calls/month
Timeline
Senior Fraud Analyst
JPMorgan Chase
06.2022 - Current
Department Trainer
JPMorgan Chase
05.2021 - 12.2022
Fraud Prevention Specialist
JPMorgan Chase
05.2021 - 06.2022
Business Loan Officer
JPMorgan Chase
04.2020 - 05.2021
Senior Specialist
JP Morgan, Chase
08.2019 - 04.2020
Loss Management Specialist
JP Morgan, Chase
09.2018 - 08.2019
Account Management Specialist
JP Morgan, Chase
09.2018 - 08.2019
Business Development Center
Martin Chevrolet
02.2016 - 09.2018
Server
Bahama Breeze
02.2015 - 06.2015
Server
American Tap
08.2014 - 01.2015
Customer Service / Cashier
Bed Bath & Beyond
08.2014 - 01.2015
Cleaner
MaidPro
07.2014 - 01.2015
Sales Associate / Receptionist
Massage Envy
03.2014 - 07.2015
Nanny
Self Employed
08.2010 - 01.2016
High School Diploma -
Glenbard East High School
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