Customer Service Fraud Specialist

Heather Varela

**** ****** **. *** ** *****************@*******.***

San Gabriel, CA 91775 Cell: 626-***-****

Professional Summary

Knowledgeable Fraud specialist with seventeen years of expertise in all facets of banking, fraud prevention, and customer service. Skilled in collaborating with all members of the organization to achieve company objectives and goals. Excellent communication skills with the ability to actively listen and help resolve member disputes. Motivated team player with the ability to complete tasks with the allotted timeframe. Ability to quickly adapt to change and grasp new processes with minimal training.

Professional Experience

IHSS – San Gabriel, CA 03/2018 – 12/2021

Caregiver

Provide delicious nutritional meals to client daily

Assist with bathing, dressing and other personal hygienic tasks

Complete light housekeeping duties

Compassionately assisted with all physical and emotional needs of the patient

Provided emotional support, companionship, and conversation

The Granada – Alhambra, CA 03/2014 – 10/2019

Server

Assisted in taking customers food and beverage orders

Ensured customers were completely satisfied with their order

Increased customer retention and loyalty by providing exceptional customer service

Went above and beyond to ensure customers had an amazing dining experience

City National Bank – Los Angeles, CA 10/2018 – 6/2019

Fraud Specialist / Card Claim Specialist

Monitored and reviewed customer transactions to identify fraud

Identified and flagged suspicious activity and canceled fraudulent activity

Validated flagged transactions for accuracy

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

Farmers and Merchants Bank – Seal Beach, CA 9/2017 – 5/2018

Fraud Specialist

Monitored accounts for possible fraud, and suspicious activities

Process provisional credits on fraud transactions being disputed by the cardholder

Completed appropriate reports and performed appropriate database checks

Logged data for Mastercard and Visa fraud

Make sure accounts enrolled in text alerts were enabled

Green Dot Corporation – Pasadena, CA 1/2012 – 6/2017

Fraud Specialist

Investigate customer accounts for fraudulent claims and transactions

Reviewed and analyzed online banking/ ACH transactions to determine fraud activity

Reconciled fraudulent transactions with our merchants

Ordered merchant signed sales drafts and video footage

Review our customers account history and spending history to make final decisions on claims being finalized

Performed client services

Performed the day-to-day resolutions of escalated client complaints

Process chargebacks, write offs and provisional credits

Technology Summary

Applications: Microsoft Office (Excel, Access, Word, PowerPoint, Outlook, Visio); Lexus Nexis, TSYS, Sales Force; Mastercard Online; Visa Online

Education Achievements

East Los Angeles College

Associate Psychology and Administration of Justice – June 2020

Alhambra High School

High School Diploma – June 2007

References

Submit upon request

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