Fraud Analyst Customer Support

Angela Mitchell-Harris

205-***-**** ● Decatur, GA ● ***************@*****.***

A strong communicator with over 15 years of experience working within the financial and telecommunication industry. Has demonstrated expertise that falls within fraud analysis, financial care, complaint specialist, and customer support and takes pride in being an effective communicator who learns quickly and produces immediate solutions to teams and organizations. SKILLS

Microsoft Suite Advanced Excel Salesforce Jira Project Management Fraud Trends Customer Support Analytics ACLS, CCNET, CACS, CCMS, CCCD, CRM Lotus 1-2-3

EXPERIENCE

Fraud Analyst Equifax Atlanta, GA March 2022 - Present

- Monitor and analyze emerging fraud trends

- Create guidelines and rules to prevent further losses from fraud

- Analyzes and distinguishes anomalous behaviors/transactions to identify fraud.

- Seeks out current and past fraud trends regarding certain financial institutions when reviewing the current queue of suspected fraud.

- Distinguishes fraud by blocking the credentials, notifying the financial institution, and attempting to reach out to the end user. Consumer Solutions Analyst III Equifax Atlanta, GA June 2021 - March 2022

- Process high-level escalations using sensitive data regarding GCC/GCS products with legal actions pending, fraud claims, technical issues, and billing issue

- Utilize Jira tickets to research and resolve escalated product complaints received from SLT, Executive Disputes, CFPB, BBB, and Agency teams

- Investigate and provide detailed documentation to our Fraud, Security, and Technology team regarding the credentials used to register the consumer experience.

- Process requests for refunds due to Technical errors, System billing errors, and agent errors in a timely manner.

- Analyze and respond to consumers and our vendor/partners sites with resolution and feedback regarding login and product set-up/registration issues.

Complaint Specialist Regions Bank Hoover, AL July 2018 - June 2021

- Researched and resolved complaints directed to the Chief Executive's Office, Contact Center Director or that came from the BBB, State Banking Board, Federal Reserve, or the Consumer Financial Protection Bureau.

- Assisted senior management directly in various lines of business to coordinate efforts and resolve customer complaints.

- Utilized the CCCD (Centralized Customer Complaint Database) to ensure all complaints are forwarded to appropriate teams and are resolved in a timely manner.

Loss Mitigation Regions Bank Hoover, AL January 2017- July 2018

- Resolved loss mitigation requests from customers of all levels( consumers, attorneys, various bank departments)

- Qualified customers for loss mitigation via quantitative analysis

- Managed mitigation processors to ensure proper deliverability to customers

- Partnered with various teams to complete customer files and update all bank systems. Recovery Collections Analyst Regions Bank Hoover, AL September 2014 - January 2017

- Improved various customer points of contact by collecting an average of $660 per hour.

- Led the onboarding process and trained new hires regarding policy regulations and procedures.

- Prevented liquidation and minimized company losses by negotiating with customers

- Created solutions that adhered to federal and bank guidelines for customer repayment plans. Financial Care Representative T-Mobile Hoover, AL March 2011 - August 2014

- Supported sales representative in opening new accounts and upgrading existing services

- Maintained quality control/satisfaction records, while seeking creative new ways to improve customer service.

- Achieved sales goals and service line agreements for performance over $150, 000 monthly through customer sales Fraud Analyst Regions Bank Hoover, AL November 2007 - March 2011

- Maintained documentation or reports on security-related incidents or investigations.

- Performed complex general banking functions, including preparation of journal entries, fraud analysis, and balance sheet reconciliations.

- Reported internal and external control issues to management and supplied comprehensive recommendations to mitigate the associated risks

- Monitored compliance with standard operating procedures for loss prevention, physical security, or risk management. EDUCATION

-Bachelor of Science in Psychology Troy University Fall 215 Troy, AL Fall 2015

-Fraud Analyst Certification Equifax August 2022

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