James A. Curvier

29+ years in customer service and technical support across banking, healthcare, and telecom. Proven success in fraud resolution, dispute handling, and regulatory compliance (Reg E/Z).

Consistently exceeded performance metrics: QA scores >98%, recovery goals met. U.S. Navy veteran with strong leadership and adaptability in remote work environments.

Fraud Operations - Citi - San Antonio, TX

(2001-04 - 2026-08)

• Continuously analyze account activity and transaction logs using AI-driven tools and behavioral analytics to catch fraudulent patterns.
• Initiate inbound and outbound calls to verify transactions, secure compromised accounts, and guide customers through the claims process with empathy.
• Open cases, document details, and gather forensic evidence to resolve disputes, process chargebacks, and stop fraudulent schemes (e.g., account takeovers, scams, synthetic identities).
• Execute decisive real-time actions (like freezing accounts or declining specific purchases) to prevent financial loss.
• Ensure all actions comply with industry regulations (e.g., Regulation E, Bank Secrecy Act) and accurately document suspicious activity.

Mortgage Servicing Support - New York Community Bankcorp - Troy, MI

(2022-04 - 2025-03)

Work from home position providing technical and customer service support for mortgage servicing.

• Maintained monthly stats achieving Quality Assurance score averaging 99.5%, kept Average Handle Time below 343 seconds and kept adherence of 98% monthly and Customer Satisfaction Survey score of 99.5%.
• Provided technical assistance to Bank customers with online access/registration and password resets at bank website.
• Provided technical navigational help for myloans website using the co-browsing feature.
• Opened IT trouble tickets for website issues and escalated tickets to tier 1 level technical support.
• Provided correct account balances using Salesforce systems via phone.
• Processed mortgage payments by phone.
• Emailed or mailed mortgage documents at customer request via mail, email, or fax.
• Processed fee waiver requests while staying in compliance with Flagstar Bank Standard Operating Procedures.
• Provided payment options and solutions to customers on easier ways to make their MYLOANS online mortgage experience easier with Bank Mortgage.
• Educated and made recommendations to customers on ways to secure online mortgage accounts and avoid late fees and delays in posting payments to their Flagstar Mortgage.
• Answered customer phone questions on mortgage finance options and procedures while adhering to RegZ, REG D, and RegE complex regulations.
• Answered and processed all mortgage account requests from customers while staying in compliance with Bank privacy procedures.
• Documented each phone call using Salesforce systems.

AAS - Computer Networking - Remington College Jacksonville Campus (2002-01 - 2003-08)