Irma Valerie Camille Castillo

ad3p2d@r.postjobfree.com

Phoenix, AZ

Summary:

● Organized and highly analytical

● Disciplined and goal oriented

● Problem solver with ability to track down errors and identify irregularities

● Extensive experience in operations, auditing, compliance, fraud prevention, and client relations.

● Experience in operational risk, review, and mitigation Skills

*Training *Debits & Credits *ACH

*Loss Prevention *Analysis Skills *Microsoft SharePoint

*Account Management

Education

● Avalon School of Cosmetology, Aesthetician 2021

● High school diploma, Maryvale High School - Phoenix, AZ 2005 Work Experience

Self Employed 2021 – Current

Operations Specialist Wells Fargo Tempe, AZ March 2020 to Nov 2020

● respond to and resolve inquiries and disputes from internal and external customers on risk-related policies and procedures.

● Review for possible account retention on deposit verification holds, loss prevention measures, Check and ACH fraud claims and adverse actions taken on consumer and small business deposit accounts.

● Duties include: working with customer accounts to resolve customer inquiries, taking fraud actions on accounts, making decisions to retain customer relationships, entering and updating client information into the client profile, documenting corrective measures; resolving routine to complex and difficult customer problems and inquiries.

Chargeback Analyst PSCU Phoenix, AZ Feb 2019 to Oct 2019

● Responsible for research and resolution of customer chargebacks.

● Requires detailed transaction research, analytical skills, and documentation of actions.

● Applies bank and card industry regulations and practices in resolving disputes.

● Gathers and analyzes cardholder and/or merchant account transactions to determine if the disputed transactions are covered under federal regulations.

● organizes supporting information and applies appropriate debits and credits.

● knowledge, pertaining to a single card brand (i.e. Visa/MasterCard), and federal regulations governing debit cards chargebacks.

Reimbursement Specialist McKesson Tempe, AZ Nov 2018 to Jan 2019

● Verified diagnosis codes to make sure it was valid and billable for the provider to use for billing purposes.

● Verified benefits and eligibility of patients on behalf of the provider to determine medication coverage.

● Assist with obtaining from insurance Payers the Patients Deductibles, Co-payments, Coinsurance, Out of Pocket Max information.

● Confirmed if Prior Authorizations/Precertification or Predetermination were needed and how to provide or obtain it

Bank Of America Phoenix, AZ Nov. 2006 - Jan 2018

(Sr. Fraud Analyst Check Fraud Nov 2017 to Jan 2018)

● Assisting customers with check fraud claim initiation along with issuing qualifying credits associated with fraud.

● Report checking accounts as needed to check systems, placing security account freeze related to fraud, applying as appropriate check stop payments, requesting identity verification to secure accounts.

● Provided status updated for claims, worked with escalations related to fraud claim denials.

(Senior Fraud Analyst Credit/Debit Oct 2016 to Nov 2017)

● Responsible for managing dual functions simultaneously (inbound/outbound) making risk decisions towards card holder's accounts to help minimize consumer impact while protecting Bank of America's assets.

● Maintain an ongoing knowledge of fraud trends and best practices in order to exceed monthly goals

● Identifying and submitting referrals of any gaps within the line of business process, account maintenance errors, procedure improvements and guidelines.

● Keep updated on QRGs, procedures, policies and contacts in other lines of business to ensure consistency throughout the fraud department.

● Take escalated calls from core associates; as needed provided constructive tips and feedback to better improve fellow colleagues and leaders.

● I assist customers with any escalated matters within their credit or debit card account.

(Sr. Fraud Claims Analyst Consumer Card Fraud Dec 2013 to Oct 2016)

● Created Training materials and reference guides for new hire training.

● Responsible for managing dual functions simultaneously (inbound/outbound)

● Make risk assessment decisions towards card holder's accounts to help minimize consumer impact while protecting Bank of America's assets.

● Maintain an ongoing knowledge of fraud trends and best practices in order to exceed monthly goals.

● Responsible for working SharePoint, account reviews, and CCMS workbaskets.

● Handled escalated account matters in providing customer resolution.

● Researched any discrepancy per the customer disputing credit Bureau reporting any inaccuracies in regards to any account delinquencies, ID theft fraud application disputes, late payment report due to a miss posted payment.

(Fraud Analyst II Consumer/ Business Credit Sep 2006 to Dec 2013)

● Answer inbound calls from cardholders regarding account activity

● Review potential fraudulent accounts, identify the nature of the situation, making judgmental decisions to manage risk and losses to the bank utilizing established guidelines and negotiation strategies.

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