Detail-Oriented Fraud Operations Specialist with Fraud Monitoring

Crystal Gutierrez

**** ******* *****, *** *******, TX 78252

Phone: 726-***-****

Email: *******************@*******.*** *********@*****.*** Professional Summary

Detail-oriented Fraud Operations Specialist with experience in transaction monitoring, fraud investigations, risk identification, and compliance within regulated financial environments. Skilled in analyzing suspicious activity, escalating risk concerns, and supporting regulatory objectives while delivering high-quality customer service. Proven ability to work independently, maintain confidentiality, and collaborate cross-functionally to resolve operational issues and protect client assets.

Professional Experience

Fraud Operations Specialist

Citibank March 2025 – Present

● Conduct investigations of potential fraudulent activity on existing credit card accounts using a risk-based approach aligned with internal policies, procedures, and regulatory requirements.

● Perform transaction monitoring and suspicious activity analysis to identify potential risks and determine appropriate verification, escalation, or resolution actions.

● Assess risk when making business decisions, considering regulatory, reputational, and operational impacts.

● Escalate, document, and manage risk and control issues in accordance with internal standards and compliance guidelines.

● Contact cardmembers to verify charges and account activity while ensuring accurate customer identification and safeguarding client assets.

● Apply sound judgment and maintain confidentiality when handling sensitive customer and financial information.

● Utilize case management systems and available resources to complete investigations accurately and within established service-level agreements. 2

● Support compliance and control objectives by adhering to policies, rules, and regulations while identifying potential control gaps for escalation.

● Consistently meet individual and team performance goals while maintaining investigative quality and regulatory standards.

● Collaborate effectively within diverse teams while exercising professional judgment and independent decision-making.

Information Operator

VIA Metropolitan Transit December 2017 – March 2025

● Delivered timely, accurate, and professional information to customers while maintaining high levels of client satisfaction.

● Addressed and resolved customer concerns by analyzing issues, providing solutions, and managing expectations.

● Assisted customers with GoCard and GoMobile applications, including fraud-related inquiries, refunds, account access, and data restoration.

● Handled sensitive customer and account information with discretion while ensuring confidentiality and data accuracy.

● Collaborated with internal departments to resolve operational issues affecting customers and service delivery.

● Maintained detailed documentation of customer interactions and resolutions to support operational and audit requirements.

Education

High School Diploma

Southwest High School August 1997 – May 2001

Core Skills

● Fraud Detection & Transaction Monitoring

● Risk Identification & Assessment

● Compliance & Regulatory Support

● Case Management

● Customer Service & Conflict Resolution

● Investigations & Escalation Procedures

● Confidentiality & Data Protection

3

● Documentation & Reporting

● Team Collaboration

● Problem Solving

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