Fraud Analyst, Fraud Claims Specialist, Fraud Investigator

Elanda Jackson

Roanoke, VA *****

RECRUITER NOTES

• Experienced Fraud Analyst/Specialist, Banking Sr. Operations Specialist offering significant experience in Bank Operations level roles with trained academic specializations in forensics and fraud examination.

• Highly knowledgeable in fraud and dispute claims operations process, as well as investigation of claims regarding electronic transactions, in compliance with Regulations E and other industry regulations.

• Bachelor of Science Degree in Investigative Forensics and pursuing a Master of Business Administration with concentrations in Forensics and Fraud Examination and Leadership and Change. PROFESSIONAL SUMMARY

Experienced fraud and financial specialist, fraud analyst and claims operations processor, manager, business mentor and consultant, entrepreneur, former licensed financial advisor, graduate student, and college graduate of University of Maryland Global Campus exceptionally trained in customer service, financial crimes, and various areas of financial servicing (banking). Academically trained as well as on the job trained in Regulation E, fraud detection, fraud prevention, fraud investigation, and Anti-Money Laundering/Bank Secret Act.

SUMMARY OF SKILLS

• Exceptionally trained in Regulation E, the Bank Secrecy Act (including the USA PATRIOT Act), Anti-Money Laundering, and OFAC sanctions and other AML laws and regulations.

• Trained to closely analyze transactional activity, gather information, and make good decision-making skills and discretion when making reasonable final determinations on all case investigations.

• Trained to prepare Suspicious Activity Reports (SARs) to file with FinCEN. Both initial filings and 90 day follow up and reviews within FinCEN guidelines.

• Academically trained in fraud and forensics to analyze and interpret criminal documentation and reports, define problems, collect data, establish facts, draw conclusions, and interpret those conclusions orally and when needed, illustrate conclusions by PowerPoint, graphs, and charts.

• Ability to multitask, prioritize, and manage large volumes of tasks and adhere to strict deadlines while providing excellent customer service.

• Well organized, punctual, and dependable, with the ability to perform well with minimal to no supervision.

• Excellent written and verbal communications skills.

• Maintain high levels of privacy and confidentiality while adhering to a strict code of ethics and follow all policies and procedures relative to Consumer Compliance laws and regulations and best practice recommendations.

• Tech savvy with experience working with multiple platforms such as Slack, Salesforce, Zendesk Sell, Zoom Meeting, Google Hangouts, Google Meet, and Skype Business.

• Advanced skills using Microsoft office (Word, Excel, Access, and PowerPoint). PROFESSIONAL CAREER EXPERIENCE

January 2022 – Present

August 2021 – September 2021

Bank of America - Roanoke, VA (Remote)

Fraud Claims Analyst (Contract)

• Investigate and decide daily incoming claims using multiple systems and tools; resolve differences; answer service requests and inquiries received from various channels.

• Debit or credit customer's accounts as appropriate, process chargebacks, or update customer regarding pending fraud and non-fraud claims.

• Perform back-office functions such as service support, claims resolution, ticket ordering, and judgment claims.

• Maintain internal operational and financial controls and ensure that they are observed for all assigned cases.

• Ensure that all cases are resolved in compliance with industry regulations E and Z as well as bank procedures and integrity levels of the department's case management system, and financial controls.

• Meet and exceed department-level benchmarks for productivity and quality.

• Provide support and training to other analysts within the department. January 2021 – March 2021

Wells Fargo Bank N.A. - Roanoke, VA

Fraud & Claims Operations Processor (Contract)

• Use a variety of sources for information, including online systems such as Hogan, CIV, DAT, and Visa to process ATM and Debit card Pin and signature-based fraud and non-fraud (dispute) claims.

• Regulation E trained to ensure fraud claims are handled correctly based on the federal compliance guidelines.

• Contact customers and/or vendors to validate transactions and get additional information when needed to investigate claims further. Also processing provisional credits to customer’s accounts per Reg. E guidelines to extended investigation.

• When necessary, may perform general account handling functions such as updating customer's address, placing stop payments, and closing accounts.

• Review verifies and/or identify customer transactions to detect or prevent financial crimes activities, policy violations and suspicious situations to mitigate and/or recover losses. May 2016 – January 2021

Jackson and Partners LLC - Roanoke, VA

Chief Executive Officer/Small Business Consultant

• Mentor and consult with small business owners to analyze their company's existing practices for weaknesses.

• Create solutions to help companies more efficiently meet their goals.

• Make recommendations to enhance customer service, reduce company costs, reduce company losses, increase sales

(revenue), and increase customer satisfaction.

• Create tracking reports to closely monitor company's health, growth, and new initiatives in progress.

• Assist small business owners in finding the lenders they need to apply for business capital. March 2013 – May 2016

American Express, World Service - Phoenix, AZ

Sales & Customer Care Professional

• Provided exceptional customer care by responding to questions concerning customer credit card accounts in a fast paced, structured call center like environment.

• Resolved product or service inquiries by asking probing questions, determining the cause of the issue, selecting, and articulating the best solution to drive brand advocacy.

• Grew and nurtured customer relationships on every interaction that results in measurable customer value.

• Evaluated and analyzed account information and while recommending tailored solutions to the card member, reinforcing benefits including cross selling relevant products and services.

• Navigated computerized systems for account maintenance, tracking information, gathering necessary account information, researching bank errors, suspicious activity, setting up fraud cases and billing disputes. May 2008 – March 2013

Wachovia/Wells Fargo Bank - Roanoke, VA

Phone Banker Level 2

• Provided clients with excellent customer service while assisting clients with day-to-day banking needs such as balance inquires, resolving problems, promoting, and selling products.

• Provided information and implemented solutions for customer needs regarding products, services, and or billing.

• Provided clients with the knowledge of saving money, making smart investments, and retirement planning

• Exceeded daily, monthly, and quarterly sales goals of 27% referral rate, 45% warm transfer rate, and 25% close rate while meeting an average handle time of 266 seconds or less per call and maintaining daily adherence goals of 93% and above.

• Successfully completed training to assist customers in retail banking, online banking, credit card, personal loans and lines of credit, home equity and mortgage loans.

June 2006 – May 2008

E Broker Group - Ellisville, MO

Regional Account Manager

• Researched and resolved outstanding client accounts. (Accounts Receivable)

• Reviewed insurance claims submitted by agents to ensure timely and accurate processing.

• Managed agents in assigned regional area which included New Jersey, New York, Maryland, Virginia, North Carolina, and Georgia.

• Audited agent's expense reports for accuracy of totals and to ensure that proper receipts were attached.

• Licensed Insurance Agent. (Life, Health, Fixed Annuities). Licensed to write business in 48 states. (Excluding AK and HI.

***Additional Relevant Experience Available Upon Request*** EDUCATION

Bachelor of Science in Investigative Forensics

University of Maryland University College - Adelphi, MD Academic Honors

• The National Society of Collegiate Scholars (NSCS) – Member since 8/16/2016 The National Society of Collegiate Scholars (NSCS) honors high-achieving students and inspires them to live and lead with integrity. To be eligible, you must: Attend a college or university where there is an active chapter of NSCS. Attain at least a 3.4 grade point average on a 4.0 scale and be in the top 20 percent of your class. NSCS provides career and graduate school connections, leadership, and service opportunities, and gives out more than $750,000 annually in scholarships, awards, and chapter funds.

• The National Society of Leadership and Success (NSLS) – Member since 10/14/2018 The NSLS is the nation's largest accredited leadership honor society. Students are selected by their college for membership based on either academic standing or leadership potential. The NSLS exists to recognize, cultivate, and honor leaders while making a lasting, positive change in the world. The NSLS is the nation's largest leadership honor society with 715 chapters and over 1 million members. Membership into this prestigious honor society is by invitation only.

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