Cindy R Martinez

**** ********** *****

San Antonio, TX 78227

210-***-****

adujn8@r.postjobfree.com

Financial banking fraud department with over 20 years of work experience. Bilingual in English & Spanish with excellent interpersonal communication skills interacting with employees, executives and vendors. PROFESSIONAL EXPERIENCE

Randolph Brooks Federal Credit Union – Live Oak, TX 12/2012 - now CSR Fraud – Payment Service Specialist III Lead

Provide assistance to customers/non-customers and other departments via chat, email, phone and online secured messaging. Assisting our members and team members through continued support of all payment channels. Conduct all duties in a manner that enhances the image and growth of Credit Union.

Process or research standard and specialized inquiries and transactions as directed by properly identified members utilizing basic fraud detection techniques.

Processed basic debit and credit card inquiries and actions, process dispute and fraud claims, place travel exclusions, monitor card fraud alerts, identify points of compromise.

● Maintained accurate and applicable applications to access resources as needed to effectively and efficiently assist members.

Account overview with customers regarding valid/fraud transactions.

Cross sales and referrals in opening new lines of MasterCard, CD's, Home/Life Insurance, Home/Vehicle loans and Investments. Contact FIS Global Mastercard (third party vendor) Block/Reissue Debit and Credit Cards

Knowledge of regulations, policies and procedures as they apply to transaction processing and member interactions and updating existing accounts.

Process a multitude of inquiries and transactions pertaining to Credit Cards, Debit Cards, ACH's and Domestic/International Wires

Simultaneously navigate multiple web based programs and software to create, respond to, and update requests from members and 3rd parties.

Apply critical thinking to identify, research, and correct account discrepancies, errors, and possible fraud trends.

Complete and review balancing and audit reports for in house general ledgers.

Requires collaboration with extended payment services divisions, third party vendors, and other Financial Institutions.

Assist in the analysis and evaluation of operational and processing procedures to help improve quality and efficiency, and adequately manage Payments risks.

Access multiple reporting tools to monitor and update account records; ensuring and maintaining data integrity.

Display ownership, accountability, and analytical real time decision making that directly impacts member interactions and accounts.

Apply comprehensive knowledge of products and promotions to match member needs; including opening new accounts and updating existing accounts.

Adaptable in performing evolving duties in a fast paced and demanding environment.

Maintain individual goals and department standards as they apply to the current position.

Knowledgeable of regulations, policies, and procedures as they apply to transaction processing and member interactions. Including but not limited to Reg-E, NACHA and Reg-Z. Southwest Business Corporation-San Antonio, TX 2/2018 – 7/2018 CSR – Payment Reminder Bilingual Specialist

Makes outbound calls regarding overdue payments according to company standards and federal regulations; achieves mortgage delinquency objectives utilizing the inbound/outbound dialer system while maintaining high member/customer standards.

ESSENTIAL DUTIES

Makes outbound phone calls to various financial institutions' members in an attempt to collect payment, arrange for payments, and/or recommend settlements or foreclosures on overdue loan utilizing effective telephone collection techniques and principles while meeting call service levels.

Negotiates, coordinates payments, and responds to inquiries with members to include conducting searches via phone or Internet to determine location of members and referring collection issues resulting in incorrect payment amounts and/or payment adjustments to the Team Lead.

Updates call results and enters any other pertinent information into both SWBC and the appropriate FI's databases by maintaining a records of all customer contacts.

Processes electronic payments upon members' approval using the ECM system.

Refers complex questions, problems or client complaints promptly and accurately to the appropriate resources to ensure customer satisfaction.

IBC Bank – San Antonio, TX 6/1998 – 12/2012

Operations Data Processing Service Center

BSA/AML FRAUD MONITORING SPECIALIST – June 2008 – December 2012 Executive Secretary to Pat Stewart, President of IBC Operations Service Center, March 2000- June 2008 Bookkeeping – Lead Floater, June 1998 to March 2000

Certified in Anti-Money Laundering and Bank Secrecy Act banking regulations.

Analyze account activity with an investigative frame of mind for any potential fraud cases utilizing GIFTSEDD program. Demonstrate good organizational, communication and multi-tasking skills with th6/e ability and desire to work well in a strong team environment.

Work with senior management to conduct due diligence research and investigation on fraud finder reports for accounts subject to BSA/AML review.

Answer department phone calls from clients/employees/outside agencies such as District Attorney’s, Law Enforcement

Assist clients/branch personnel with completing fraud documentation.

Pull audio/video pertaining to fraud cases

Review Early Warning check alerts and determine appropriate course of action for deposits.

Worked alongside with senior management to create HR policies and procedures; conduct new hire orientation, coordinate training sessions. Manage personnel records; administer benefits enrollment and programs; administer HR budget; and handle HR generalist workplace issues.

Assist with creating an Employee Manual covering issues including disciplinary procedures, code of conduct, FMLA policy and benefits information for managers and supervisors.

Administrative Assistant IV support for senior executives and management in IT and Service Center, set up meetings, travel arrangements and coordinate special events.

Human Resource Liaison employee recruitment and retention, staff development, mediation, conflict resolution, benefits and compensation, HR records management, HR policies development and legal compliance.

Accounts Payable Liaison assist vendors with payment inquiries, research general ledger and MAS 500 for variances and payment history and generate management reports.

Generated procedures for department guidance in streamlining work in a timely manner.

Balance and reconcile for all bank locations in Texas and Oklahoma.

Promoted to fulfill and train a broad range of bookkeeping functions in department.

Lead Floater support for staff department during vacation, sick, FMLA. EDUCATION

Banking & Credit Union annual continuing education courses 1998-now Bachelors in Real Estate -SABOR Texas license 2005 San Antonio Junior College - Texas 1995 - 1997

Associate in Liberal Arts

General Studies

O.W. HOLMES H.S. —Majored in Business Administration and Accounting- San Antonio, TX 1990 -1994 PERSONAL ACHEIVEMENTS

Entrepreneur

Owner/operator of C&C Texas Shaved Ice N More- rent tables, chairs and moonwalks. Owner/Landlord -lease properties in Bexar County and surrounding areas. REFERENCES UPON REQUEST

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