Fraud Analyst Customer Service
Resume:
Heather
Varela
San Gabriel, CA, *****
adxgrx@r.postjobfree.com
A qualified, enthusiastic, reliable,
persuasive, college student with over
seventeen years of customer service, eight
years working as a Fraud Analyst.
Preventing future suspicious transactions
from occurring, and communicate regularly
with customers to resolve disputes
involving potentially fraudulent claims to
maintain 100 percent decision quality to
obtain results with zero losses. I am a
motivated team player with immense
knowledge of multi-tasking. Currently
seeking a challenging career that utilizes
my talents, researching and communication
skills.
CAREGIVER, IHSS
Caregiver Mar 2022 - Present
THE GRANADA, Alhambra, CA
Waitress Mar 2014 - Oct 2019
CITY NATIONAL BANK
FRAUD SPECIALIST 2/ CARD CLAIM SPECIALIST Oct 2018 - Jun 2019 FARMERS AND MERCHANTS BANK
FRAUD SPECIALIST Sep 2017 - May 2018
GREEN DOT CORPORATION
FRAUD SPECIALIST Jan 2012 - Jun 2017
EXPERIENCE
Streamlined housework and cooking to provide delicious nutritional meals in a safe clean home
•
• Assist client with bathing, dressing and other personal hygiene items
• Complete light housekeeping duties; planned and prepared meals; changed bed linen
• Respond to all physical and emotional needs of the patient
• Offer emotional support, companionship and conversation. As a waiters I was responsible for greeting customers, taking food and beverage orders, verifying the identification and age of any customers ordering alcoholic beverages and submitting food orders to the kitchen staff
•
Verify that customers' food and beverage orders are correct and deliver the orders to patrons
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Ensure customers are satisfied with their meals, work with the kitchen to resolve any complaints and process customer payments
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Increase customer retention and loyalty by providing fast, reliable and friendly service to all of their customers.
•
• Monitored customer transactions, reviewed transactional records to identify fraud Monitored transactions, identified and flagged suspicious activity and canceled fraudulent activity
•
• Validated and invalidated flagged transactions
• Reviewed customer accounts, investigated suspicious activity Executed and performed client services which included; client calls, transaction processing, inquiry response/ research, account maintenance and analyzing customer questions, requests and problems
•
• Process Provisional credits and log data
• Use tools such as TSYS, Sales Force, VISA ONLINE, and MASTER
• CARD ONLINE.
As a fraud specialist 2 at Farmers and Merchants Bank I monitored accounts for possible fraud, review suspicious activity to identify fraudulent or suspicious transactions and protect the bank from any loss
•
Process provisional credits on possible fraud transactions being disputed by the cardholder
•
• Completed appropriate reports and performed appropriate database checks Log data for master card fraud, visa fraud and after hour log on accounts that can not be contacted after 9:00pm
•
• Make sure accounts enrolled in text alerts are enabled.
• Investigate fraudulent claims within customers' accounts and transactions
• Reviewed and analyzed online banking/ ACH transactions to determine fraud activity Contact merchants regarding fraudulent transactions that were not authorized by our customer, confirm if transactions are valid
•
• Ordered merchant signed sales drafts and video footage Review our customers account history and spending history to make final decisions on claims being finalized
•
Executed and performed client services which included; client calls, transaction processing, inquiry response/ research, account maintenance and analyzing customer questions, requests and problems
•
Executed and performed the day to day resolutions of complex problems and escalated client complaints
•
• Process chargebacks, write offs and
• Provisional credits
• Use tools such as Lexus Nexis, TSYS, and Sales Force
• Resources Upon Request
EAST LOS ANGELES COLLEGE
Monterey Park, CA
Associate Psychology and Administration of Justice (Jun 2020) ALHAMBRA HIGH SCHOOL
(Jun 2007)
EDUCATION
ADDITIONAL SKILLS
Experienced with TSYS, Master card connect, sales force, FDR, FDWC, Lexus Nexis, proficient in MS
•
Talented Fraud Analyst for eight years. Monitor and analyze bank accounts looking through their
•
Spending history for an unusual patterns. Contact merchants and cardholders to verify transactions.
•
Process chargebacks, write off's and provisional credits. Protect our customers from future fraud, close
•
Account and issue new card. Input and update customers personal information and update data logs.
•
• Office and MS Excel.
• Summary of Skills
• Fraud risk control
• Suspicious activity reports
• Transaction reviews
• Activity monitoring
• Transaction validation
• Data Log
• Excel/ Microsoft
• Inbound and Outbound calls
• Team Player
• INBOUND AND OUTBOUND (10+ years)
• MS OFFICE (8 years)
• Customer Service (10+ years)
• Call Center (10+ years)
• Fraud Prevention (8 years)
• Bilingual Spanish (10+ years)
LANGUAGES
• Bilingual English/ Spanish, Fluent
• Spanish, Fluent
Willing to relocate to:, Authorized to work in the US for any employer ADDITIONAL INFORMATION
Contact this candidate