Customer Service Loss Prevention
Resume:
ALLY KISSEL
Phoenix AZ 85014
*******@*****.***
Objective: I am a highly motivated and goal-oriented professional who
is committed to pursuing a long-term career as an Investigator. I
seek a challenging and interesting position where I will have an
opportunity to make a positive contribution to my company and its
associates.
Professional Experience:
Regional Fraud Investigator
AmTrust Bank * Phoenix, AZ * July 2010 - October 2010
. Investigate complex financial crimes including internal and
external fraud, identity theft, account opening, fraud
transactions, check kiting, counterfeit checks, forged endorsements
and employee policy violations.
. Respond to robberies and act as liaison between branch employees
and local law enforcement and FBI Robbery Task Force. Secure
evidence, retrieve photos and video of suspects, verify employees
followed procedures and confirm teller cash drawers are audited.
. Utilize investigative techniques, internal systems, public records,
internet searches, data mining, phone and in-person interviews to
gather evidence and locate suspects and negotiate restitution
payments. Contact local or federal law enforcement to file reports
of illegal activity and pursue prosecution.
. Maintain relationships with state and federal law enforcement and
stay current with criminal justice systems and rules of evidence.
Respond to subpoenas and court appearances as required.
. Document case files with all investigative findings, outline
timelines defining the case and complete Suspicious Activity
Reports (SARs) for filing with the Financial Crimes Enforcement
Network (FinCEN) within the Federal guidelines.
. Prepare robbery and fraud training agendas according to police and
FBI recommendations. Conduct courses for new hires and annual
training in branches to prepare employees and business partners to
be attentive and alert to prevent a robbery and to be calm and
cooperative in the event a robbery occurs.
. Conduct physical security inspections of branches and offices to
ensure employee and customer safety. Ensure security cameras are
located in essential areas to maximize coverage and maintain
cameras are operating properly and are clearly visible and labeled
correctly on the monitors.
. Monitor bank operations, policies, procedures, systems and
operating rules are adhered to and used in the proper context.
Financial Crimes Investigative Analyst
American Express * Phoenix, AZ * June 2009 - July 2010
. Monitored and analyzed financial statements and loss prevention
reports to minimize potential high dollar losses resulting in an
average savings of $300,000.00 a month. Audited extensive data and
spreadsheets to reconcile and verify accuracy of reported losses
and detailed account activity.
. Investigated financial crimes such as credit card fraud, merchant
fraud, account takeover, identity theft and anti-money laundering
(AML). Verified suspects, account activity, relationships and
prepared link analysis based on geographic location, event-flow,
association and pertinent case information.
. Conducted enhanced due diligence research and client transaction
monitoring using proprietary databases as well as public records
databases such as LexisNexis, FastData and World-Check.
. Managed multiple daily streams of suspicious information from
Credit, Fraud, Compliance and other internal departments to
properly identify, investigate, document and track suspicious
financial activity.
. Assisted in maintaining company compliance with the Bank Secrecy
Act (BSA) by understanding and supporting law enforcement and
regulatory agencies through the sharing and analysis of financial
intelligence and identified suspicious activity.
. Supported potentially suspicious investigative and audit findings
through the properly documented, drafted and reviewed with quality
control checklists, Suspicious Activity Reports (SARs) for filing
with the Financial Crimes Enforcement Network (FinCEN).
Investigator
National Recovery Network * Gilbert, AZ * July 2008 - June 2009
. Performed extensive nationwide skip tracing to locate and recover
collateral. Examined comprehensive reports, background reports,
criminal histories and credit bureaus on debtors, relatives and
neighbors to establish the chain of events leading to the debtor or
collateral and initiated individual pretext concepts to interview
debtors, suspects and witnesses.
. Established and negotiated relationships with confidential
informants and coordinated recovery details with field agents, law
enforcement agencies, debtors and suspects.
. Managed over 200 cases and recovered an average of $150,000.00 in
collateral on a weekly basis.
. Completed detailed narrative reports of all conversations and
actions from inception to completion.
. Created and implemented internal audit processes and procedures to
track inventory, verify case status and evaluate recovery
statistics.
Senior Fraud Investigator
Bank of America * Phoenix, AZ * September 2003 - July 2008
. Worked jointly with local, state and federal branches of law
enforcement to uncover possible fraud rings. Compiled fraud
evidence, analyzed handwriting, interviewed customers and suspects
to obtain pertinent case information and confessions of fraudulent
activity, negotiated resolutions with both victims and suspects on
fraud accounts, including identity theft, account takeovers,
counterfeit credit cards, electronic wire transfers and check
fraud.
. Negotiated restitution programs, closed accounts due to high risk
activity and recovered a monthly average of $350,000.00.
. Conducted risk reviews to identify potential gaps in internal
processes, recommended process improvements and mitigated future
fraud losses.
. Analyzed accounts using professional experience and instinct to
detect fraudulent activity, account takeover and/or identity theft
and restricted accounts accordingly. Located suspects and victims
through various investigative resources, verified true parties and
initiated appropriate fraud claims.
. Verified cardholders at the point of sale using public records
databases such as Accurint and FastData, credit bureaus and
proprietary databases. Authorized or declined charges while
examining suspicious activity compared to the purchase history and
answers and reactions from the caller and initiate arrests in
confirmed fraud cases.
. Ensured that Bank Security Act (BSA) referrals were completed, to
include drafting and submitting Suspicious Activity Reports (SARs)
for filing with the Financial Crimes Enforcement Network (FinCEN)
within the Federal guidelines.
. Maintained good working relations with colleges in the financial
industry, postal inspectors and law enforcement agencies.
. Created handbooks and quality control checklists including step by
step thought processes for determining a beginning course of action
through closing individual fraud cases by accepting or denying
claims of fraud. Outlined and published new departmental
procedures with instructions to effectively utilize proprietary
databases and public records databases. Trained new hires on
departmental procedures.
. Promoted twice within the Fraud Department from Lead Operations
Representative to Fraud Analyst and to Senior Fraud Investigator.
Organized team and companywide group activities. Represented the
Investigations Dept in Town Hall Meetings and accepted a role as
keynote speaker in the semi-annual executive meetings. Was voted
Associate of the Month, received Most Valuable Peer Award, a member
of the Spirit Team and a regular Top Performer in the fraud
department for three years.
Assets Protection Specialist
Target Greatland * Phoenix, AZ * August 2001 - October 2003
. Supervised and motivated 8-10 store security officers, prepared and
balanced department budgets, conducted security officer training in
safety, surveillance, apprehension, handcuff use and report
writing, administered performance evaluations, scheduled security
staff according to store needs, managed daily security routines,
initiated and implemented current safety and asset protection
procedures, created inventory control procedures and maintained
surveillance equipment.
. Contributed to store profitability by achieving company shrinkage
goals and ensuring an accident free environment for both customers
and employees. Activities included proactively controlling cash
and inventory losses through auditing, analyzing data, and
conducting investigations in accordance to company policy.
. Analyzed loss prevention reports for suspicious activity and
patterns including employee discounts, instant credit offers, gift
cards sales, returns, guest services transactions, credit card
transactions, multiple same day purchases, prescription drug
purchases, and chargeback merchandise to minimize potential high
dollar losses. Improved internal controls, store shortages and
loss prevention programs reflecting a reduction in store shortages
of 6% to 3% and a monthly average in recoveries of $200,000.00.
. Performed in-person covert surveillances and video surveillances
for the purpose of customer and personnel safety, apprehending
external shoplifters and building internal theft and fraud cases,
including policy violations, employee and vendor theft, sexual
harassment, etc. Interviewed suspects and witnesses, obtained
written confessions, recovered property, negotiated restitution,
released suspect and evidence to law enforcement and prepared and
maintained reports, records and evidence in compliance with local,
state and federal laws.
. Monitored all physical security controls including; alarm systems,
closed circuit television, electronic article surveillance, sensor
tag compliance, etc.
. Qualified in all areas of store operations, led the Emergency
Response Team, resolved guest concerns and complaints, completed
customer incident forms, conducted store emergency drills and
training clinics, including new hire orientations, fraud prevention
and risk management. Communicated with all levels of management
and store associates on all departmental issues and loss prevention
updates.
Private Investigator
Int'l Counterintelligence Services (ICS) * Scottsdale, AZ * September
2000 - July 2001
. Led teams of investigators on mobile surveillances. Assumed lead
role for investigative teams and performed as liaison between field
operations, clients and corporate headquarters.
. Created innovative pretext scenarios to perform undercover missions
as to obtain information otherwise unattainable, such as college
student, surveyor, independent contractor for the government,
doctor's patient, employee to be an insider for the client, etc.
. Conducted investigative research and covert surveillances to
compile facts and evidence on cases such as personal and financial
background checks, insurance fraud, workers compensation claims,
corporate embezzlement, domestic disturbances, disputes and
infidelities, missing persons, child abuse and abductions, various
cases of theft and fraud and specialty cases.
. Identified and analyzed weaknesses, vulnerabilities and high-risk
scenarios. Proactively anticipated and prevented security
breaches, violations, theft, vandalism, conflicts and disputes that
might lead to dangerous situations.
. Demonstrated exemplary abilities in time management, organizing
data and writing detailed and concise investigative reports with
video updates of surveillances. Obtained physical and documentary
evidence to support investigations. Managed and prioritized
multiple cases. Possessed strong analytical decision making,
problem solving, oral and written communication skills.
. Traveled locally and nationally for extended periods of time and
maintained irregular days and work hours as needed.
. Gathered facts on issues in question through interviewing and
taking statements of witnesses, insurance claimants, employers,
employees, medical professionals, neighbors, associates, etc.
. Submitted to required depositions according to investigative facts.
Working knowledge of criminal and civil justice systems. Worked
with law enforcement and attorneys on criminal cases.
. Provided prompt courteous customer service and accurate informative
updates to internal and external client and associates to maintain
a professional working relationship.
Skills: Excellent leader with a firm but fair attitude and a reputation
for honesty, integrity, and loyalty. Decisive in dangerous situations and
emergencies. Possess outstanding communication, interpersonal,
motivational, and presentation skills. Proficient in Microsoft Word,
Excel, CBS Plus, TRS, e-Oscar, EPORT, RDC, SPAR, CBR, FileNet, LexisNexis,
World-Check, Accurint, IRB, FastData, Experian, Image, Image View,
InfoImage, Speedpay, Skiptracy, Visual Case Files.
Contact this candidate