Soraya Travis
Sr Fraud/Support Representative III
Sacramento,Ca.
Summary
Motivated Fraud Analyst touting 4 years of expertise investigating suspicious activity for Gap Inc. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
Overview
7
7
years of professional experience
Work History
Sr Fraud Support Specialist III
GAP Inc
Rocklin, Ca
07.2018 - Current
- Utilizing variety of software tools including Salesforce and Microsoft Office to navigate customer accounts, research and review policies, in order to communicate effective solutions
- Meet and Maintain productivity goals, metrics and adherence
- Multitasking and Time management Skills
- Lead training sessions and assist teammates to solve escalated issues
- Manage high call volume of incoming calls and outbound calls
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Provided exemplary level of customer service to clients and company personnel.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Increased customer satisfaction by resolving missing refunds and or packages issues.
- Helped Chargeback month experience with our Chargeback / Dispute Team
- Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases.
- Completed and processed write-off and close-out packages to ascertain accuracy of entries and credits.
- Provided Tier 1/Tier 2 support and coaching through desk side support services.
- Worked productively in fast-moving work environment to process large volumes of cases.
- Verified client information by analyzing existing evidence on file.
- Carried out administrative tasks by communicating with clients, by phone and email contact.
- Calculated adjustments, premiums, and refunds.
Student Loan Collector
Professional Bureau of Collections of Maryland Inc
Rancho Cordova, Ca
03.2018 - 05.2018
- Counseled debtors on payment options and arranged installment agreements.
- Maintain and flow up on documents for client’s accounts
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Maintain confidentiality and follow company policies in correlation with The Department of Education
- Manage high call volume of incoming calls and outbound calls
- Assessed aging accounts and initiated collection strategies based on conditions.
- Established plans and payoffs for customers' loans.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Used skip tracing and other techniques to locate debtors.
- Recorded all information regarding financial status of customers.
Member Service Rep
SAFE Credit Union
Rancho Cordova, Ca
11.2015 - 01.2018
- Top sales performer for 9 months
- Awarded Employee Of The Quarter for performance
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Meeting quality services and mystery shop/ survey quality standards
- Processing member request and transaction with efficiency and accuracy
- Maintained, organized and stocked teller window areas.
- Coached and trained 3 of new bank tellers.
- Mentored newly hired team members on appropriate responses to patron questions.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided customers with appropriate literature on banking products and services.
- Answered inquiries regarding checking and savings accounts and other related products.
- Received car loan, home loan and other payments and posted to accounts.
- Introduced customers to other bank team members to help meet financial needs.
- Investigated and promptly resolved issues with patron accounts.
- Identified potential needs through observation, questioning and listening.
Call Center Rep
Safe Credit Union
Rancho Cordova, CA
11.2014 - 11.2015
- Answer member calls with nice friendly tone customer service
- Provide internet assistance and trouble shooting
- File member disputes on accounts
- Follow up with members/printing and mailing documents out
- Answered calls, emails and faxes, addressing customer inquiries, solving problems and providing product information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Educated customers on company systems, form completion and access to services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Processed debit and credit card and electronic check payments.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Explained very technical financial information to applicants in easy to understand language.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Submitted loan applications to underwriter for verification and recommendations.
Education
Certificates - Real Estate
Allied Real Estate License School
Sacramento, CA09.2021
High School Diploma -
Berkeley Adult School
Berkeley, CA06.2010
Skills
- Fraud detection
- Data analysis
- Interpersonal Communication
- Team Building
- Dispute Resolution
- Problem-Solving
- Attention to Detail
- Training and Development
- Good Telephone Etiquette
- Detection models
- Documentation proficiency
- Case management
Timeline
Sr Fraud Support Specialist III
GAP Inc
07.2018 - Current
Student Loan Collector
Professional Bureau of Collections of Maryland Inc
03.2018 - 05.2018
Member Service Rep
SAFE Credit Union
11.2015 - 01.2018
Call Center Rep
Safe Credit Union
11.2014 - 11.2015
Certificates - Real Estate
Allied Real Estate License School
High School Diploma -
Berkeley Adult School