Fraud Analyst Customer Service
Resume:
Robert Vigil
Email: ******@*******.***
LinkedIn Profile: www.linkedi.com/robert-vigil-041058104
mailto:*************@**********.***
PROFESSIONAL SUMMARY
An experienced, passionate, resilient self-starter with a strong work ethic. Prioritizes value-based outcomes by applying proven techniques to solve moderate to complex issues. Ability to target internal and external audiences through various communication channels to overcome roadblocks that often stem from a lack of communication, desire, or ability.
Focus Disciplines: Card fraud disputes, risk analysis, debit/credit card chargebacks, servicing of internal/ external customers to deliver value, providing suggestions to management and team to enhance client interaction and problem resolution
PROFESSIONAL CAPABILITIES
Project & Reporting Tools (Planview, Smartsheet, SharePoint, JIRA)
Flexible and adaptable
Data Metrics Reporting
Strong organizational skills
Risk mindset
SME with Fraud research and analysis
Strong Written & Oral Communication
Solutions driven
MS Office Suite Proficient
Compliance and Risk (SOX, AML/ATF)
Lead by example, professional, ethical, high emotional intelligence, collaborative
High level of productivity and accuracy
EDUCATION, CERTIFICATIONS & PROGRAMS
2008 Graduate of Thunderbird Highschool, Phoenix AZ
Paradise Valley Community College – general coursework
Nominated and attendee of Bank of America 2019 Emerging Leader Program
Active participant in Bank of America Employee Networking (IGEN)
Active participant of Bank of America Ace and Quality Champion Group
WORK CHRONOLOGY
Wealth Fraud Analyst Bank of America
Phoenix, AZ 2017 - 2022
Responsible for servicing high net-worth clients ($250K - $100MM) to ensure accounts monitored at an acceptable risk level and minimized customer impact and operational losses
Responsible for researching customer fraud claims and processing Visa and MasterCard credit/debit card chargebacks
Monitor accounts to make timely decisions to minimize risk and operating losses to organization
Subject matter expert in credit card risk management, fraud review, and client analytics
Point of contact when Manager unavailable or out of office
Provide management and team suggestions to enhance customer experience and provide ongoing value to department and organization
Fraud Analyst Bank of America
Phoenix, AZ 2014 – 2017
Responsible for servicing clients ($50K - $250K) to ensure accounts monitored at an acceptable risk level and minimized customer impact and operational losses
Respond to a significant volume of inbound calls for high-valued clients
Review accounts and make risk-based decisions based on fraud claims to ensure minimal customer impact
Consistently maintained a level 5 (highest) quality assurance score
Subject Matter Expert regarding fraud research and analysis
Provide advisory support to team regarding policies, processes, procedures and best practices based on customer spending trends, etc.
Premier Banker Wells Fargo 2012 – 2014
Phoenix, Arizona
Responsible for accepting inbound customer calls, resolving customer issues and providing financial guidance
Respond to a significant volume of inbound calls for high-valued clients
Offer financial guidance to clients while providing stellar customer service
Consistently maintained a level 5 (highest) quality assurance score
Consistently exceed sales and service goals
Contact this candidate