Fraud & Risk Operations Specialist (Remote)

RONALD P. HENRY

San Antonio, TX 210-***-**** ******.*.*****@*******.***

Dear Hiring Manager,

I am writing to express my interest in a position within Fraud Operations, Risk Management, or Banking Operations at your organization. I bring 38 years of call center experience, including extensive work in fraud investigation, dispute resolution, banking account protection, and high-volume customer operations.

Most recently, I worked as a Fraud Operations Specialist with Citigroup, where I investigated unauthorized transactions, reviewed account activity for suspicious behavior, and resolved complex financial disputes in compliance with strict banking regulations. This role strengthened my ability to analyze risk patterns, protect customer accounts, and ensure accurate and timely case resolution in a regulated financial environment.

Previously, I supported banking operations with Wells Fargo, where I assisted customers with account servicing, fraud-related concerns, and transaction issues while maintaining compliance and data security standards. In addition, I bring a strong foundation in workforce management and operational reporting, which has helped me understand large-scale service environments and performance-driven operations.

Across my career, I have consistently been trusted to handle sensitive financial information, resolve escalated issues, and maintain high levels of accuracy and professionalism. I am highly adaptable, quick to learn new systems, and able to contribute immediately with minimal training.

I am now seeking an opportunity where I can fully apply my experience in fraud prevention, risk mitigation, and banking operations support to help protect customers and strengthen operational performance within your organization.

Thank you for your time and consideration. I welcome the opportunity to speak with you further.

Sincerely,

Ronald P. Henry

RONALD P. HENRY

San Antonio, TX 210-***-**** ******.*.*****@*******.***

PROFESSIONAL SUMMARY

Fraud, Risk, and Banking Operations professional with 38 years of call center experience, including fraud investigation, dispute resolution, banking account protection, and Workforce Management (WFM) support. Experienced in high-volume regulated environments across banking and customer service industries. Strong in fraud detection, transaction review, compliance, and customer issue resolution.

CORE SKILLS

Fraud Investigation Banking Operations Risk & Compliance Dispute Resolution

Account Protection Transaction Monitoring Identity Verification KYC Support

Workforce Management Scheduling & Forecasting KPI Reporting

Customer Service Case Documentation Problem Solving

PROFESSIONAL EXPERIENCE

CPS Energy – Energy Advisor (Training) San Antonio, TX

Mar 2026 – Apr 2026

Trained in utility billing systems, account servicing, and regulated customer support processes.

Citigroup – Fraud Operations Specialist San Antonio, TX

Apr 2022 – Aug 2025

Investigated fraud claims, unauthorized transactions, and account disputes while ensuring compliance with banking regulations; analyzed account activity, documented cases, and supported resolution and recovery processes.

Spectrum – Customer Service Representative San Antonio, TX

Jan 2020 – Feb 2022

Handled high-volume customer support for billing, technical issues, and account servicing; supported verification and resolution of account-related Concerns.

Kohl’s – Senior Specialist (Multi-Operations Role) San Antonio, TX

Apr 2013 – Aug 2019

Supported customer service, fraud claims, recruiting seasonal employees, and online operations; handled billing issues, claims processing, and e-commerce support in a high-volume environment.

Wells Fargo – Customer Service Representative (Banking) San Antonio, TX

2006 – 2013

Provided banking support including account servicing, fraud assistance, and dispute resolution; ensured compliance with financial regulations and maintained customer account security.

Workforce Management Support Specialist – Caremark / Travelocity / Chase San Antonio, TX

1993 – 2006

Supported forecasting, scheduling, staffing coordination, and reporting; produced workforce performance reports and assisted leadership with service level optimization.

EDUCATION

Business Administration – CBM Education

GED – San Antonio College

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