Alicia Boston
Fargo,ND
Summary
Proactive Fraud Investigator and Operations Specialist with extensive experience in identity theft, embezzlement, and financial exploitation cases. Expert in analyzing fraud patterns, adhering to federal regulations, and collaborating with law enforcement. Skilled in customer service, risk assessment, and managing multiple priorities efficiently. Exceptional computer and typing skills. Consistently reach department goals and awards.
Overview
19
19
years of professional experience
Work History
Fraud Investigator
U.S. Bank, N.A.
06.2016 - Current
- Investigated claims of identity theft, embezzlement, financial exploitation, elder abuse, and vulnerable adult claims.
- Deep dive into internal and external third-party resources.
- Vigorously adhere to Federal and Corporate Regulations in confidentiality and timeframe requirements.
- Identify potential risks by analyzing fraud patterns and trends.
- Collaborate professionally with law enforcement agencies.
- Efficiently conduct interviews with victims and potential suspects while providing exceptional customer service, providing empathy to those found in vulnerable situations.
- Demonstrated effective time management skills in a fast-paced, ever-changing environment.
- Practice using diverse concepts in decision making.
- Successfully managed multiple priorities simultaneously under tight deadlines while maintaining a high level of accuracy in case investigations.
Transactional Fraud Case Processor
U.S. Bank, N.A.
11.2015 - 06.2016
- Review transactional fraud cases for patterns relating to known fraud trends.
- Compare locations and times of fraudulent transactions and valid transactions.
- Mediated claims between merchants and customers.
- Followed Visa / Mastercard / American Express guidelines and regulations for Chargeback rights.
- Reviewed merchant representations on transactions reported as fraud.
- Demonstrated effective time management skills in a fast-paced environment.
Dispute Case Processing
U.S. Bank, N.A.
05.2014 - 11.2015
- Reviewed complex cases of customer claims with disputes against merchants for reasons of merchandise and/or service expectations.
- Adhered to Visa / MasterCard / American Express regulations in terms of Chargeback rights.
- Conducted interviews with customers while expressing high levels of professionalism, respect, and empathy.
Fraud Operations Specialist
U.S. Bank, N.A.
08.2010 - 05.2014
- Completed inbound and outbound phone calls, assisting customers with questionable transactions made on their debit and/or credit cards.
- Filed cases on unrecognized transactions to be sent to Case Processing team for review.
- Provided exceptional customer service in time-sensitive situations, often deescalating frustrated customers.
- Analyzed financial statements to identify discrepancies, irregularities, and fraudulent activity.
- Cross-trained existing employees, mentored junior team members
- Worked in call center environment, handling manual and automatically dialed outbound calls.
Booking Agent
Holland America Line
09.2008 - 06.2010
- Worked with travel agents and customers directly
- Handled escalated calls efficiently
- Enhanced customer satisfaction by finding the most cost-effective locations of cruises and cruise tours
- Developed strong product knowledge to provide recommendations of ship locations and on-shore tours.
- Assisted customers in navagating company websites and check-ins.
- Exceeded performance metics, making the Million Dollar Club within the first three months.
- Negotiated solutions with dissatisfied customers.
Collection Agent
IC System
06.2005 - 04.2008
- Collected on delinquent accounts.
- Practiced strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships.
- Improved debtor repayment rates by negotiating payment plans.
- Utilized various tools and software systems to efficiently manage workload and improve productivity.
- Conducted thorough research to locate hard-to-find debtors for contact information.
- Continuously stayed up-to-date with industry regulations
- Worked in call center environment, handling manual and automatically dialed outbound calls.
- Maintained consistently high success rate of collecting on overdue accounts, often ending the month as Top Collector.
Education
No Degree - Psychology
Williston State College
Williston, NDHigh School Diploma -
West Fargo High School
West Fargo, NDSkills
- Multitasking
- Time management abilities
- Typing Speed: 75 wpm average
- Excellent organizational skills
- Detail oriented
- Work prioritization
Accomplishments
- Pinnacle Award
- Consistent Top Performer
Timeline
Fraud Investigator
U.S. Bank, N.A.
06.2016 - Current
Transactional Fraud Case Processor
U.S. Bank, N.A.
11.2015 - 06.2016
Dispute Case Processing
U.S. Bank, N.A.
05.2014 - 11.2015
Fraud Operations Specialist
U.S. Bank, N.A.
08.2010 - 05.2014
Booking Agent
Holland America Line
09.2008 - 06.2010
Collection Agent
IC System
06.2005 - 04.2008
No Degree - Psychology
Williston State College
High School Diploma -
West Fargo High School
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