Alicia Torres
Tonawanda,NY
Summary
Trust & Risk Operations Specialist with 4+ years of experience investigating fraud, managing high-pressure incident workflows, and safeguarding customers across fintech environments. Strong background in incident intake, triage, cross-functional collaboration, and detailed documentation for regulatory-compliant resolutions. Known for leading teams, improving dispute processes, and driving timely remediation of financial and operational incidents. Adept at coordinating with card networks, merchants, compliance teams, and customer support to deliver accurate, fast, and regulatory-aligned outcomes.
Overview
4
4
years of professional experience
Work History
Senior Dispute Analyst
Cash App
Tonawanda, New York
04.2023 - Current
- Managed end-to-end incident handling for fraud and dispute cases, including intake, triage, investigation, documentation, and resolution.
- Conducted complex fraud investigations, and produced detailed incident timelines, impact summaries, and mitigation reports.
- Served as a Senior Dispute Agent, mentoring junior agents to improve investigation quality, accuracy, and processing speed.
- Led daily operational workflows by managing a live write-off and financial adjustment tracking system to ensure data integrity.
- Reacted to high-pressure escalations from BBB, social media, and internal feedback channels, driving fast and accurate resolutions.
- Collaborated with Visa to process chargebacks, recover funds, and align case decisions with network rules, and compliance standards.
- Partnered with cross-functional teams (support, compliance, finance) to address systemic issues and improve customer outcomes.
Operation Specialist
Aspiration
Tonawanda, New York
03.2022 - 12.2022
- Managed dispute and incident workflows for third-party payment platforms including Cash App, PayPal, and Apple Cash.
- Executed timely investigation processes following Regulation E, documenting findings with accuracy and completeness.
- Coordinated directly with merchants to recover funds, process refunds, and mitigate financial losses.
- Handled daily account adjustments and money movement, ensuring accuracy in high-volume operational environments.
- Provided clear, proactive communication to customers throughout incident handling, explaining decisions, and next steps.
- Supported operational improvements by identifying recurring dispute patterns, and escalating root causes to leadership.
Lead Specialist
Key Bank
Buffalo, New York
08.2021 - 03.2022
- Investigated complex fraudulent claims, determining outcomes based on Regulation Z and internal risk standards.
- Performed chargebacks in MCOM, analyzing merchant documentation to make accurate liability decisions.
- Managed sensitive financial incidents involving unauthorized transactions, fund movement, and account discrepancies.
- Delivered high-pressure customer support through calls and emails, resolving urgent inquiries and safeguarding client accounts.
- Ensured detailed and compliant documentation for all cases to support audit requirements and internal reporting
Education
Bachelor Of Arts (BA) - Sports Management/Special Ops
Niagara University
Niagara Falls, NY05-2021
Skills
- Trust & Safety Operations
- Incident Intake, Triage & Management
- Fraud Investigations & Risk Mitigation
- Chargebacks (Visa / Mastercard)
- Dispute Resolution (Reg E & Reg Z)
- Cross-Functional Collaboration
- Root Cause Analysis
- Documentation & Reporting
- Process Optimization
- Customer Experience Escalation Handling
- Mentoring & Team Leadership
- High-Pressure Decision Making
Timeline
Senior Dispute Analyst
Cash App
04.2023 - Current
Operation Specialist
Aspiration
03.2022 - 12.2022
Lead Specialist
Key Bank
08.2021 - 03.2022
Bachelor Of Arts (BA) - Sports Management/Special Ops
Niagara University