Quality Assurance Financial Services

Tiffany Garza

Summary

•*+ years of experience handling account take overs

•2+ years of experience working deposit fraud

•12 years of banking experience

Skills

•Mortgage Servicing (5 years)

•Escrow

•Loan processing (4 years)

•Cold Calling

•Fair Housing Regulations (5 years)

•ACH (4 years)

•Banking (4 years)

•Microsoft Outlook

•Quality Assurance

•Bank Secrecy Act

•Financial Services

Experience

**Recovering from Cancer April 2021 to Current

Wells Fargo May 2013 to April 2021

Loan Servicing Specialist

•Handle inbound calls with borrowers currently in the foreclosure process

•Answer all questions regarding foreclosure/modification/liquidation process

•Take Initial financial interview for the modification process

•Outbound calls to advise borrowers of all possible options to avoid foreclosure

•Assist in processing payoff/reinstatement quotes

•Handle misrouted calls

•Escalate any issues

•Handle Home Equity Foreclosure Accounts

•Back up to Collections Departments

•Process late payments

•Discuss accounts in active or discharged/dismissed bankruptcy

•Process Pre-Petition payments

•Discuss reaffirmation agreements

JP Morgan Chase March 2011 to May 2013

Risk Operations Analyst

•Process daily influx of deposits/ debits /quick pays and wire transfers that were selected for second review

•Determine if the transaction or payee was out of the norm for the customer

•Initiate contact with customer to verify or advise potential fraud has taken place on their account.

•Follow all guidelines once fraud was reported and validated and start the Account Takeover process. Restrict all current accounts and advise the customer to step into branch and open new accounts.

•If activity was verified as valid then all activity would be processed.

•Verify funds for other financial institutions

•Handle escalated private client inbox

JP Morgan Chase November 2009 to March 2011

Risk Operations Analyst Debit Card Fraud Prevention

•Handled Inbound and outbound calls in a blended call environment

•Verified any suspicious debit card activity with customer

•Follow all fraud procedures if fraud was identified

•Make outbound calls to customers to verify activity

•Assist with any issues affecting debit card usage

Education

•Thomas Edison High School

- High School

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