Bankruptcy Specialist Fraud Investigator
Resume:
Sonia L. Estrada
Customer Service Representative
Driven Motivated and Eager. Able to handle unexpected tasks and maintain high Productivity and Quality standards. Good Customer - relations background. Excellent attention to detail and quality focused. Effective decision making, problem solving and organizational skills. 551 Holmgreen Rd
San Antonio
78220
*************@*****.***
Experience
Fraud Investigator
Conduent
November 2018 - July 2019
Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction. Worked under strict deadlines and responded to service requests and emergency call-outs.
Managed wide variety of customer service and administrative tasks to resolve customer issues. Conducted reviews of flagged transactions and reports that showed potential suspicious activity. Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.
Bankruptcy Specialist lll
Collabera/Bank of America
May 2011 - May 2013
Mitigated loss and legal risk to the company and to investors by accurately managing the bankruptcy process and obtaining relief from bankruptcy on non-performing loans. Communicated with attorneys, court appointed trustees and borrowers to answer que. Managed bankruptcy portfolios through bankruptcy processes and que management. Reviewed incoming documentation for relevance and action. Reviewed bankruptcy plans for feasibility and negotiate with debtor's attorneys to protect BOA interest. Worked with internal and external customers to come to a resolution of any given problems. Managed a work list to ensure proper follow up on Bankrupt accounts within compliance of Bankruptcy and BOA procedures. Case management of accounts submitted for litigation.
Customer Service/ Loan Processor
Gonzales Financial Holdings/Sedona Pacific Properties July 2009 - April 2011
Handled incoming calls and/or emails from customers regarding their accounts. Outbound collection calls on accounts. Initiated and tracked work orders for completion regarding customer inquiry. Processed payment by phone and/or web. Assisted account holders in bringing accounts to current status. Referred delinquent accounts to Legal Department for Foreclosure. Started initial application for tax and or mortgage loans. Requested insurance quotes, ordered titles.
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Telephone Banker l
Washington Mutual
March 2007 - April 2009
Customer service, transferred funds within accounts, account inquiries, stopped payments. Educated account holders on any and all financial opportunities.
Education
High School Diploma
Sam Houston High
August 1989 - May 1993
Skills
Financial records and processing
Client-focused
Quick learner
Excellent communication
Microsoft Office
Positive learning process
Bilingual in Spanish
Ability to 'read' customers
Credit card fraud
Fraud patterns
Cash handling accuracy
Inbound and outbound calling
Effective team player
Banking and financial services background
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