Customer Service Risk Management

Nicole Marino

**********@*****.*** 917-***-**** Staten Island, NY

Professional Summary

Detail-oriented and analytical banking professional with over 4 years of experience in fraud detection, risk management, and customer service within high-volume financial institutions. Proven ability to monitor and investigate suspicious digital and transactional activity, secure accounts, and mitigate fraud losses. Skilled in using multiple software systems and delivering regulatory-compliant services while maintaining strong customer relationships. Seeking to leverage investigative expertise and technical proficiency in a Fraud Analyst role.

Core Competencies

• Account Monitoring & Security

• Investigative & Analytical Skills

• Complex Problem Solving

• Customer Communication (Phone, Email, In-Person)

• Dispute Resolution & Claims Processing

• Cross-functional Collaboration

• Fraud Detection & Prevention

• Digital & Online Banking Monitoring

• Risk Assessment & Operational Risk Mitigation

• Customer Identity Verification (KYC)

• Regulatory Compliance (BSA/AML, State & Federal Guidelines)

• Microsoft Office & Banking Software Systems

Professional Experience

M&T Bank — Universal Banker

September 2022 – Present

- Analyzed customer account activity to detect suspicious behavior and prevent fraudulent transactions across digital and in-person channels.

- Collaborated with internal Fraud Support teams and the Financial Investigations Unit to resolve fraud-related cases and file suspicious activity reports, preventing over $100,000 in potential losses.

- Completed annual BSA/AML and fraud training; ensured strict compliance with all banking regulations and policies.

- Utilized bank software to investigate alerts, flag high-risk transactions, and verify customer identities per KYC procedures.

- Completed with customer onboarding, loan and credit card applications, and fraud claim disputes in alignment with internal protocols.

- Delivered timely and effective customer communication via phone, email, and in-person, providing guidance and security solutions.

- Demonstrated 99% transaction accuracy rate; maintained detailed transaction records for auditing and compliance tracking.

New York Community Bank — Financial Services Associate

February 2021 – September 2022

- Monitored and reviewed customer account transactions daily to identify fraud patterns and prevent unauthorized activity.

- Handled high-volume cash operations (over $100,000/day); balanced drawers and verified branch vault integrity.

- Assisted in investigating ATM and card transaction disputes, processing fraud claims, and referring issues to the fraud department.

- Proactively identified opportunities for fraud mitigation by escalating high-risk cases and conducting due diligence reviews.

- Supported customer onboarding, account servicing, and promoted secure banking practices to reduce exposure to scams.

- Maintained accurate documentation and followed compliance procedures in all transaction records and internal communications.

Education

School of Visual Arts – Bachelor of Fine Arts in Computer Art

Graduated: 2010

Technical Skills

Microsoft Office Suite (Word, Excel, Outlook, Teams) Salesforce Online/Mobile Banking Systems Customer Account Management Tools

Certifications & Training

- Annual BSA/AML Compliance Certification

- Internal Fraud Prevention Training (M&T Bank)

- Risk Management & Compliance Seminars

- Enrolled in ACAMS organization course for CAMS Certification

Contact this candidate