Customer Service Fraud Specialist

Lyla Terry Hair Studios

OCT **** Feb-****, Jacksonville, FL

CITI BANK FINANCIAL GROUP

Feb 2022-April 2025 April 2025-Current, Jacksonville, FL Execute the review and approval of suspicious activity reports while ensuring compliance with state, regulatory laws and internal policies for timely submission to FinCen. Review alerts/reports to detect unusual activity including writing narrative, and gathering supporting documentation.

Carefully examine potentially fraudulent transactions, scams and other suspicious activities to determine if a SAR need’s to be filed.

Collaborate with other teams as needed to escalate concerns, provide feedback or recommendations for the next steps.

Maintain a understanding and stay up to date on latest fraud trends including banking regulations and fraud prevention practices.

Actively maintain and enhance my compliance knowledge by staying well versed in regulations such as BSA and AML procedures.

SCHQUANDA S.TERRY

Jacksonville, Florida **********@*****.*** 904-***-**** FRAUD SPECIALIST MANAGER

TECHNICAL SKILLS

SUSPICIOUS ACTIVITY REPORTER (SAR) RETAIL BANK FRAUD SPECIALIST Analytical and problem solving

Office Software ( Microsoft Word,

Excel, power-point, story telling

Compliance knowledge

Managemant

Self motivated

Multitask and manage competing

priorities

Detailed Oriented

Ability to adapt to instant changes

Understanding of fraud trends

Professionalism

Cross function ability

Financial literacy

Problem solving skills

OWNER/ MANAGER

EDUCATION

First Coast High School

Florida State College Of Jacksonville

Aveda Institute

Perform administrative tasks such as completing schedules and transactions on the computerized register, performing close-out procedures and light housekeeping duties (Banking Procedures, Inventory for salons, staff meetings).

Effectively lead and develop a team, creating a positive work environment, training and providing guidance on business and technical competency matters and resolving associate issues Oversaw daily salon operations, ensuring a high-quality customer experience and maintaining a welcoming environment for clients.

Provides customer service for basic and routine inquiries and problems via multiple possible channels (telephone, emails, web chats, or written letters). Provide exceptional guest service, understanding the guest’s needs, providing quality consultations and performing services requested in an efficient and professional manner. Ability to effectively lead and develop a team, creating a positive work environment, training and providing guidance on business and technical competency matters and resolving associate issues Conducted training sessions for new employees on salon procedures, product knowledge, and customer service standards, leading to increasing client satisfaction

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