Customer Service Operations Analyst

James Martinez

562-***-**** *.*********@*****.*** Burbank, CA

PAYMENT OPERATIONS ANALYST

Over 10 years of expertise in fraud investigations and risk management, achieving up to a 20% reduction in fraudulent losses.

Expert in payment processing and compliance, ensuring adherence to BSA, AML, and OFAC regulations while utilizing advanced Excel reporting.

Skilled at collaborating cross-functionally to resolve complex fraud cases and enhance customer service for internal and external stakeholders.

WORK EXPERIENCE

First Foundation Bank Remote

Fraud Investigator 2024 - 2025

Monitored transaction alerts and ensured compliance with BSA, AML, and OFAC regulations, reducing response times by 15%.

Conducted detailed reviews with advanced monitoring tools to detect fraudulent deposit and loan activities.

Researched and collaborated with cross-functional teams and external authorities to resolve complex fraud cases.

Delivered exceptional customer service by guiding clients through fraud resolution, boosting satisfaction by 10%.

Utilized Excel to compile and analyze transaction data, streamlining reporting processes. Pacific Premier Bank Los Angeles-CA

Sr. Loss Prevention and Recovery Analyst 2022 - 2024 Assessed risk factors and documented findings for fraud deterrence and recovery, enhancing process efficiency.

Monitored debit card fraud alerts, reducing false positives by 12%. Reviewed and analyzed high-risk transactions to ensure prompt resolution. Investigated forgery and theft cases, achieving a 15% recovery rate on lost funds. Leveraged Salesforce to document fraud cases, improving tracking and resolution time. Bank of America Brea California

Sr Fraud Analyst II Back Office 2015 - 2022

Reviews complex products for the prevention and detection of possible fraud. Responsible for research and analysis of account activity to asses levels of risk and fraud which includes ACH, Zelle, Wires, Identify Theft, Account Takeover, Elderly Abuse. AML, Counterfeit, Forged, Altered amongst some of the research transactions.

Completes inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity.

Performs back office functions related to research and resolution of fraudulent activity and service support.

Bank of America Simi Valley, CA

AVP- Operations Team Manager 2011 - 2015

Managed multi-functional operations in investor delegations and compliance, enhancing process alignment.

Bank of America Simi Valley, CA

Operational Risk Specialist 2010 - 2011

Daily responsibilities include conducting routine to complex investigations in diversified mortgage servicing including investigations that generate information relative to current and or prospective customers. East West Bank Alhambra, CA

AVP, Assistant Risk Manager 2007 - 2010

Bank of America Los Angeles, CA

AVP, Check Fraud Claims Call Center Manager 2002 - 2007 Bank of America Los Angeles, CA

Liability Risk Analys 2000 - 2002

EDUCATION

Cerritos Community College Cerritos, CA

John Glenn High School Norwalk, CA

SKILLS

Payment & Operations: Payment Processing, Payment Operations, Money Movement, AP/AR, Compliance Analytical & Technical Tools: Excel, Salesforce, Gsuite, Troubleshooting, Research Banking Expertise: Banking, Fraud Investigations, AML, BSA, OFAC Customer Engagement: Customer Service

LANGUAGES

English and Spanish

REFENCES

Upon request

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