FELICIA

JONES

ad4d4o@r.postjobfree.com

m

980-***-****

Charlotte, NC 28224

Motivated Fraud Analyst, 12 years of expertise investigating suspicious activity for a banking institution. Perform research and loss mitigation efforts across multiple intake channels to decision Financial Crimes related cases and alerts. Research and analyzes account activity to assess the level of risk and make decision in accordance with applicable corporate and departmental policies and procedures.

PROFESSIONAL SUMMARY

BB&T/Truist Bank Operations Center - Customer Service, Enterprise Fraud Management Senior Analyst

03/2018 - Current

B&T Bank Operations Center - Fraud Management

Financial Crimes Case Analyst

02/2018 - 03/2018

WORK HISTORY

• Center Experience

• Claims Processing

• Experience

• Risk management processes and analysis

• Self-motivated

• Data analysis

• Check Fraud (CFO) Trainer

Researches and analyzes account activity to assess the level of risk and make decisions accordance

•

Efficiently and effectively resolve cases of alerts with awareness of all timelines and directed by relative to financial Crimes Function

•

• Participate in BSA, AML,OFAC

Trained oncoming New Hires for CFC and CFO

Department

•

• Assist with Check Fraud/ Investigation

Interact with internal & external customers to answer questions, research, and resolve problems that require process transactions within scope of authority

•

SKILLS

Medical Terminology Legal

Concept (HIPAA)

•

• Fraud Analysis & Prevention

Finance & Banking

Experience

•

• Problem-solving skills

Strong conflict resolution

skills

•

• Data management

Training Junior Team

Members

•

• Incident Documentation

• Customer Satisfaction

• Customer Relations

• Supporting Deployments

• Managing Service Requests

• Post-Incident Reviews

Customer Service Process

Improvement

•

• Project Deadlines

Customer Needs

Assessments

•

• Customer Inquiries

• Technical Support

• Customer Support

• Customer Experience

• Software and Hardware

Implementation

• Service Accounts

Old

Monroe, VA • 2010

Medical Office

Assistant/Billing and Coding

Certificate

East Columbus High School

Lake Waccamaw, NC • 2009

High School Diploma

EDUCATION

BB&T Bank Operations Center - Liability Risk Management Financial Crimes Case Agent

10/2016 - 02/2018

BB&T Bank Operations Center - Customer Service

Representative I

09/2012 - 10/2016

• Deal discreetly with confidential information

• Establish and maintain files and records

Provide workflow and problem- solving guidance to other administrative assistant levels

•

Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime

•

Reviewed reports and individual transactions that

appeared suspicious to uncover possible fraudulent activity

•

Contacted customers directly to notify them of

fraudulent activity and minimize impact

•

Provided an exemplary level of customer service to all individuals, including clients and company personnel

•

• Noted and followed up on any unusual behavior

• Risk Review Analysis

• Audited Fraud claims

Assisted clients by filing and processing fraud claims on bank accounts that have been compromised

•

Answered customer telephone calls promptly and in an appropriate manner

•

• Call Center Environment

• Interviewed clients by phone for initial claim set-up

• First point of contact for clients affected by fraud Communicated with law enforcement, business owners, and internal partners to relay the outcome and

timeframe on fraud claims.

•

Built long-term customer relationships and advised customers on purchases and promotions

•

Answered average of 60 calls per day, addressing

customer inquiries, solving problems and providing new product information

•

Learned, referenced and applied product knowledge

information

•

• Asked open-ended questions to assess customer needs

• Call center environment

Transferred incoming calls to the appropriate

department

•

• Online Banking assistant/ Online Banking Repair

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