ANAHI GARCIA
Lonsdale
Summary
Detail-oriented Specialist with expertise in fraud detection and process improvement. Focused on enhancing operational efficiency through employee training and strategic planning. Strong communicator with a proven ability to manage quality control in high-volume environments.
Overview
11
11
years of professional experience
Work History
Identity Theft & FCRA Disputes Coordinator/Team Lead
U.S. Bank
12.2023 - Current
- Processed claims and disputes, assigning to investigators and ensuring quality control for efficient processing.
- Monitored claim and production volumes to uphold compliance controls and validations, providing feedback and recommendations to management.
- Leverage tools and reports to monitor overall workload and status; identify any notable variance or issues that may impact production, compliance, or deliverables (SLA) through issue remediation.
- Work collaboratively with leadership and other teams to develop new intake system.
- Served as subject matter expert for case escalations, proposing risk management solutions and enhancements to processes and procedures for continuous improvement.
- Research and respond to emails from Regulatory Complaints based on our investigations into our claims. Knowledgeable with Regulatory Laws and Regulations.
- Developed training materials for new team members on operational procedures.
- Assisted in implementing process improvements that enhanced workflow efficiency.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
Case Processor 2
U.S. Bank
11.2019 - 12.2023
- Collaborated with peers to enhance accuracy of claim decisions in Quality Control.
- Finalize every claim as Quality Control via Orbit and Claim Center.
- Reached out to the appropriate departments to solve escalations and complete requests.
- Gathered information to identify and address gaps in procedures.
- Developed and updated Job Aides to maintain alignment with correct procedures.
- Quality Review, procedural and onboard new staff.
Fraud Operations Analyst 2
U.S. Bank
Saint Paul
05.2017 - 11.2019
- Investigated incidents of fraud, identity theft, and suspicious activity to ensure compliance with regulations.
- Evaluated applications to determine risk and made decisions on approval or decline.
- Requested and reviewed documents from customers to verify identity and ensure compliance with fraud prevention measures.
- Researched previous applications and personal information of applicants using Seibel, EWS, Lexis Nexis, and white pages to identify potential fraud.
- Process and evaluate documentation received for authenticity.
- Completed onboarding for OFAC country customer, submitted to EFCC for review.
- Managed and tracked queue of 300+ applications under review to streamline processing and enhance decision-making efficiency.
- Proficiently use programs: Onix, Fulfillment Hub, Seibel, Hogan, Tops, Excel and word.
Account Set-up Coordinator 1
U.S. Bank
Saint Paul
07.2016 - 05.2017
- Process, review and complete application from the web and phone in a timely manner.
- Contacted customers for onboarding and followed up to ensure completion of account opening process.
- Analyzed applications to identify potential fraud concerns or instances of ID theft.
- Review every application for fraud concerns and take proper measure to protect the customer and the bank.
- Managed and monitored queue of 400+ applications to facilitate timely completion.
- Educate customers on products and services that fit their needs.
- Collaborated with team members to provide support and share knowledge.
Teller/Drive-up Specialist
U.S. Bank
Burnsville
02.2015 - 07.2016
- Accurately and efficiently processing and recording routine transactions for bank customers including cashing checks, accepting deposits and withdrawals, processing loan payments and money transfers, all in compliance with bank procedures.
- Assisted customers with transactions promptly, fostering trust and rapport.
- Ensured customers received exceptional service to enhance satisfaction and loyalty.
- Promoted and advised customers on bank products and services to meet their financial needs.
- Oversaw vault operations during supervisor's absence.
Skills
- Fraud detection
- Regulatory compliance
- Investigative techniques
- Risk assessment
- Process Improvement
- Quality control
- Strategic Planning
- Employee Training & Development
- Attention to detail
- Effective communication
- Production Management
Languages
Spanish
Native/ Bilingual
Timeline
Identity Theft & FCRA Disputes Coordinator/Team Lead
U.S. Bank
12.2023 - Current
Case Processor 2
U.S. Bank
11.2019 - 12.2023
Fraud Operations Analyst 2
U.S. Bank
05.2017 - 11.2019
Account Set-up Coordinator 1
U.S. Bank
07.2016 - 05.2017
Teller/Drive-up Specialist
U.S. Bank
02.2015 - 07.2016