ADRIANA PORTER
Fairburn,GA
Summary
Dynamic Senior Business Control Specialist at Bank of America with a proven track record in fraud investigation and regulatory compliance. Expert in quality assurance and data analysis, successfully minimizing risk through effective communication and problem-solving. Recognized for delivering impactful results and enhancing operational efficiency in high-stakes environments.
Overview
17
17
years of professional experience
Work History
Officer- Senior Business Control Specialist
BANK OF AMERICA
Kennesaw, GA
02.2024 - Current
- Provide support on Regulatory Exams, internal audits, and other reviews
- Conduct and coordinate quality reviews through call listening and claim reviews, to ensure associate performance and control effectiveness
- Provide quality assurance review and testing on operating key controls
- Conduct monthly thematic analysis reviews
- Capture data and relevant information to the inspection of metrics to support governance activities for reporting purposes
- Present quality assurance metrics during monthly Vendor Governance meetings
- Identify issues and make recommendations to minimize risk
- Research customer complaints and provide resolutions
- Systems used: Microsoft applications used- Outlook, Word, Excel, Skype, Wadworth (claims processing system), Visa Payment Account Manager, Synergy, Content Navigator, Verint Video Investigator, Webex, Lexis Nexis, Complaint, Tracking and Resolution (CTR), NICE (call listening system), Visa Resolve Online (VROL), Report Hub, and Account Maintenance Tool
Officer-Senior Investigator
BANK OF AMERICA
Kennesaw, GA
07.2022 - 02.2024
- Researched and resolved complex prepaid unemployment fraud cases
- Researched cases for fraud or abuse
- Reviewed customer claim initiation phone calls for any potential associate errors
- Checked previously reviewed claims for errors, corrected claim errors and provided coaching to associates
- Answered executive, legal, and regulatory requests
- Reviewed and resolved customer complaints
- Audited customer accounts to ensure the customer received the correct credits and debits
- Reviewed ATM footage; compared disputed transaction footage to valid transaction footage
- Checked both Bank of America and Non-Bank of America ATMs for counterfeit activity
- Wrote detailed summaries explaining why a claim decision was upheld or overturned
- Assisted our Global Compliance and Operational Risk partners with audit items and service recovery testing to ensure customer claims were resolved correctly
- Collaborated directly with company executives to resolve high profile cases including cases seen in the media or social media
- Provide reports and present report findings to senior leadership in monthly governance meetings with prepaid vendor partners
Senior Analyst
BANK OF AMERICA
Kennesaw, GA
12.2020 - 07.2022
- Researched and resolved escalated fraud claims sent through Executive Escalations, Media, social media, Legal, Legislators, and the Office of the President of Bank of America
- These claims were previously denied by associates or systemically
- Reviewed ATM footage; comparing disputed transaction footage to valid transaction footage
- Checked both Bank of America and Non-Bank of America ATMs for counterfeit activity
- Issued debits and credits to the customer’s account
- Wrote detailed summaries explaining why the claim decision was upheld or overturned
- Investigated claims within the bank’s policy and procedures
- Answered legal and regulatory requests
- Collaborated directly with company executives and the legal team to resolve customer issues
ATM/Debit Fraud Claims Analyst
BANK OF AMERICA
Kennesaw, GA
05.2015 - 12.2020
- Researched and decided ATM claims
- ATM claims have a brief review period
- Research and decision claims within the first 10 days from claim initiation
- Reviewed ATM footage; compared disputed transaction footage to valid transaction footage
- Checked both Bank of America and Non-Bank of America ATMs for counterfeit activity
- Reviewed customer account activity
- Debited and credited customers account based on the outcome of claim review
- Confirmed counterfeit on customer accounts
ATM/Debit Fraud Claims Analyst
BANK OF AMERICA
Kennesaw, GA
05.2014 - 05.2015
- Resolved escalated claims and previously denied claims within bank policies and procedures
- Investigated and decided previously denied claims for the second or third time if the customer was not pleased with the previous decision
- Contact customers by phone per customer request and answer any questions about the previously denied claim
- Advise customers of the outcome of the investigation
- Review ATM footage for customer upon request and scheduled time for the customer to review footage inside of the bank branch
- Provide bank branch managers with ATM footage and proper documents for customer review
ATM/Debit Fraud Claims Analyst
BANK OF AMERICA
Kennesaw, GA
11.2010 - 05.2014
- Resolved customer ATM claims within the bank's policies and procedures
- Investigated and decision daily incoming claims using multiple systems and tools, resolved differences, answered service requests and inquiries received from various channels
- Debit or credit customer's accounts as appropriate
- Process charge backs, update customers regarding pending claims
- Maintained internal operational, financial controls and ensured that they were observed for all assigned cases
- Top Performing Fraud Claims Analyst Back Office: June 2011, August 2012, September 2012, August 2014, September 2014, October 2014, November 2014, December 2014, January 2015, First Quarter 2015, and December 2015
Fraud Claims Initiation Analyst
BANK OF AMERICA
Kennesaw, GA
06.2009 - 11.2010
- Assisted customers with filing ATM claims within the bank's policies and procedures
- Reviewed potential fraudulent account activity with customers over the phone for the initiation of fraud claims using multiple systems and tools
- Resolve differences, answer service requests and inquiries received from various channels
- Debit or credit customer's accounts as appropriate
- Update customer regarding existing claims
- Ensured all claims were filed in compliance with industry regulations, as well as bank procedures
- Fraud Claims Initiation Top Performing Associate: November 2009, February 2010, and June 2010
Customer Service and Sales Representative
BANK OF AMERICA
Kennesaw, GA
10.2007 - 06.2009
- Assisted customers with customer service needs
- Performed maintenance on credit card accounts, assisting customers with balance transfers, taking payments, resolving credit card account inquiries, and presented Bank of America products to consumers
- Also, made decisions on credit card accounts regarding fee waivers and improving the overall relationship between the customer and the bank
- Top Performing Associate several times in Customer Service and Sales
Education
Master of Business Administration -
University of Georgia
Athens, GA12.2026
Master of Public Administration - Concentration in Criminal Justice
Columbus State University
Columbus, GA05.2024
B.S. Law and Legal Assistance -
Morris Brown College
Atlanta, GA03.2003
Skills
- Regulatory compliance
- Fraud investigation
- Quality assurance
- Data analysis
- Case management
- Risk assessment
- Effective communication
- Detail orientation
- Problem solving
- Risk level determination
- Fraud identification
- Verbal and written communication
- Trend analysis
- Banking operations
- Fraud patterns
- Problem-solving
- Detail-oriented
- Information gathering
- Banking regulations
- Evidence collection
- Written communication
- Analytical thinking
- Evidence preparation
- Fraud risk management
- Fraud Schemes Understanding
- White Collar Crime Knowledge
- Litigation support
- Multitasking capacity
- Task prioritization
- Team collaboration
- Financial data analysis
- Attention to detail
- Evidence organization
- Pattern detection
- Investigative techniques
References
Available upon request
Work Email
adriana.l.porter@bofa.com
Timeline
Officer- Senior Business Control Specialist
BANK OF AMERICA
02.2024 - Current
Officer-Senior Investigator
BANK OF AMERICA
07.2022 - 02.2024
Senior Analyst
BANK OF AMERICA
12.2020 - 07.2022
ATM/Debit Fraud Claims Analyst
BANK OF AMERICA
05.2015 - 12.2020
ATM/Debit Fraud Claims Analyst
BANK OF AMERICA
05.2014 - 05.2015
ATM/Debit Fraud Claims Analyst
BANK OF AMERICA
11.2010 - 05.2014
Fraud Claims Initiation Analyst
BANK OF AMERICA
06.2009 - 11.2010
Customer Service and Sales Representative
BANK OF AMERICA
10.2007 - 06.2009
Master of Business Administration -
University of Georgia
Master of Public Administration - Concentration in Criminal Justice
Columbus State University
B.S. Law and Legal Assistance -
Morris Brown College