Work experience

• Fraud and Claims Associate

  Wells Fargo

  2023.03-2025.02

  (2 years)

  • Independently review queue and time keeping to ensure the correct amount of cases is being worked by keeping a list of universal workstation (UW) cases within a Excel sheet on a monthly basis. Processing cases that are assigned to my group with Elder Exploitation Detection & Education (EEDE) within SLA timeliness a key. Reviewed case referral notes are essential to verify rather or not our elderly customer is in any physical harm. If so my job is to properly locate the correct law enforcement department for the are in which the custom resides in or for a wellness check has to be performed by law enforcement. Multi-task by using multiple systems such as Google, Excel, RMS, OIB, Prevent and IP address lookup are some of the tools used to review the customer’s account and online activity. Once that has been done to determine rather or not the customer is being scam and may need outside assistance with maintaining their account. A referral maybe processed for litigation support or possible ECI if the customer is depleting brokerage in order to participate in the scam. Contacting the customer is generally required on the reason for the referral in order to attempt to educate the customer. An elder fraud referral (EFA) and Usual Activity Referral (UAR) may be needed in some cases.
• Senior Ops Specialist

  Wells Fargo

  2021.11-2023.03

  (a year)

  Processed Fraud and Non ACH claims. Researched and determined if transactions could be paid or charged of by the bank. Contact with the customer needed if more information for claim is needed. Providing merchant information to customer if misapplied payment happened with transaction. All work was pulled from an assign queue in my name and my duties were to make sure day 9 and 60 claims were worked first. Multitasking through multiple systems such as ACH history MARS Hogan Google Excel and C.L.A.I.M.S. Submitting E-tran for payment and properly documenting the claim resolution and closing leter to the internal fax machine was done last to ensure the customer was properly notified of the status/result of the case.
• Fraud & Claims Ops Specialist

  Wells Fargo

  2020.09-2021.11

  (a year)

  Processed Non Fraud Claims and based on information in case determined if the bank had dispute rights with Visa. Duties were to research the merchant, call customers if more information was needed. Released funds to customers either as provisional credit or final credit depending on the amount and type of claim. If for some reason Visa wouldn't allow the transaction to be disputed due to Visa rules or the customer was refunded by the merchant, an E-tran was done to remove funds from the customer's account. Notation has to be added to claim and leter sent about the outcome. Role was outbound based so all pulled case were worked independently by myself and all time keeping and multitasking there systems were done based on metric requirements and schedule set for myself within my 8 hour shift.

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