RW

Rebecca Westfall

Professional Summary

Motivated Fraud Analyst and Non-Fraud Claims Analyst for 20 years of expertise investigating suspicious activity and Customer Disputes at Bank of America . Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Work History

Bank Of America Bank Of America - Fraud Investigation Newark, DE

01/2001 - Current

Bank Of America - Senior Claims Non-Fraud Claims Investigations Newark, DE

01/2001 - Current

Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

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Analyzed large amounts of data to find patterns of fraud and anomalies.

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Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.

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Evaluated success of fraud detection systems to identify areas for improvement.

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● Eduction in Regulation Z and Education in Regulation E Researched fraud claims for the bank compliance and regulatory guidelines

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Resolved fraud claims and recovered funds by researching the cases and working in compliance

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To make minimal decision which directly affects the customer experience and risk to the bank

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Investigation and decision daily incoming claims using multiple systems and tools to resolve difference

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Havre de Grace, MD 21078

Skills

● Self Motivated and Goal Oriented

Education in Regulation Z and

Education in Regulation E

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Excellent Organization, writing and

communication Skills

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Strong understanding of managing risk

and compliance business controls

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Strong communication skills both

verbal and written

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● Strong Teamwork Skills

Working on several tasks force to

insure the bank stays in Regulatory

compliance

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Ability to navigate in a highly complex

organization and operate effectively in

the changing environment

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Extensive knowledge of Non- Fraud

and Fraud Claims to include the

operating systems OMNI, MSS,

OCEAN, CCMS, NYCE, LEXIS NEXIS,

VISA ONLINE, MASTERCOM, TSYS

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Education

06/1989

Chesapeake High School

Baltimore, MD

High School Diploma

Bank Of America - Suspense/ Claims Financial Services Newark, DE

01/2001 - Current

Making complex decisions based on analytical research and judgement. Appropriately investigation and decision claims, interact with multiple business partners

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● Experience in conflict resolution and de-escalation 18 years of experience working under Banking Regulations and Bank Card Association Rules that included Reg E/Reg Z

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18 years of customer contact experience in financial services to include dispute process

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Ability to multitask and show flexibility to support business as well as communicate

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Complex member disputes processes and issuance of provisional credits and issuance of permanent credit to members accounts .

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Researches and resolves complex member disputes including high volume merchants, related to Debit, and Credit accounts while consistently ensuring regulatory compliance

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Utilized expert knowledge of bank card rules and Federal Regulations, as well as analytical problem-solving skills to accurately identify issues and determine the best solution to recover funds

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Responsibilities include ensuring coordination, adequacy, and timeliness of all suspense items from the command group on staff and other various issues to determine actions required for each suspense item

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Established Controls and suspense dates and followed up on dates to insure that required actions and responses were made within deadlines

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Review and Resolve outages within the Suspense roles to find funds that are unmatched, to clear the items

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Accomplishments

Promoted to a Bank Officer

Have Received Several Awards of recognition for being Top Performer

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