Andrea Butler
Charlotte,NC
Summary
A Financial Crimes Professional of 4+ years known for working hard to determine risk levels. Experienced in the financial services industry, mitigating risk, detecting and preventing money laundering, investigations of financial crimes transactions, risk management and compliance. Also ensure that all procedures comply with regulations such as Regulation E, Visa Operating Rules, Bank Secrecy Act/Anti-Money Laundering/Patriot Act (BSA/AML), Telephone Consumer Protection Act (TCPA), Office of Foreign Assets Control (OFAC), Visa card Regulations and Identity Theft red flags.
Overview
7
7
years of professional experience
Work History
Account Resolution Specialist
Wells Fargo & Company
Charlotte, NC
07.2020 - Current
- Researched, analyze, and settled over 50 accounts per day.
- Monitored aging accounts and reached out to customers to discuss payments.
- Assessed individual situations and developed effective and appropriate resolutions.
- Completed in-depth research to investigate claims and resolve problems.
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
- Negotiated to collect balance in full.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and contracts on accounts.
- Researched accounts and completed due diligence to resolve collection problems.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
Fraud & Claims Specialist IV
Wells Fargo & Company
Charlotte, NC
04.2019 - 07.2020
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Research, review, and analyze fraudulent and non-fraud debit card signature based complex transactions
- Documents research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse
- Test techniques to identify financial crimes activities, policy violations and/or suspicious situations to mitigate and/or recover losses
- Blocks, closes, or replaces client accounts and access based on risk and fraudulent exposure
- Submit referrals to other lines of business (Line of Credit, Brokerage, IRT, Credit Card, Mortgage) for account replacement due to fraud
- Detect fraudulent checks and process claims/disputes ; process chargebacks in Visa
- Complete Financial Abuse Referral Forms, InfoPath Forms and Complaint Intake Forms
- Issue Provisional and Final Credits
Fraud & Claims Specialist II
Wells Fargo & Company
Charlotte, NC
01.2017 - 04.2019
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Gather evidence, analyze information, documents findings, and interview customers to prepare documentation for the creation of online fraud claim investigations up to $250,000
- Reviews various aspects of login activity, verifies and/or identifies customer transactions to detect/prevent financial crimes activities, policy violations, and suspicious situations in order to mitigate and/or recover losses using systems such as Hogan, CIV, CLAIMS, Prevent, OAT, and CCM
- Provides best practices to prevent compromised online session, unauthorized money movement activity, or malicious software intrusions
- Manages projects and contributes to project teams in merging of ATM debit card, Check, ACH and online fraud department to enhance our customers' experience and maximize efficiencies within the Claims Assistance Center
- Upskilled to analyze and service Online Wires
Personal Phone Banker I & II
Wells Fargo & Company
Charlotte, NC
11.2015 - 01.2017
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Handled incoming telephone calls, emails and chat requests.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
Education
Bachelor of Science - Business Management
University of Phoenix
Online02.2012
High School Diploma -
Niagara Falls High School
Niagara Falls, NY06.1990
Skills
- Delinquent Account Notification
- Persuasive Negotiations
- Damage Claims
- Service Quality Standards
- Performance Goals
- Analytical and Critical Thinking
- Auto Dialers
- Automated Account Review
- Customer Account Review
- Fraud Prevention and Detection
- Investigation Techniques
- Critical Thinking
System Proficiencies
- Microsoft Excel
- Microsoft Word
- PowerPoint
- VISA, eTran, Hogan, DAT
- LexisNexis
- TRMS
- OTIS
- CIV
Affiliations
- U. S Army 2000-2005
- APICS – Association for Supply Chain Management
- Unit Supply Sergeant
Timeline
Account Resolution Specialist
Wells Fargo & Company
07.2020 - Current
Fraud & Claims Specialist IV
Wells Fargo & Company
04.2019 - 07.2020
Fraud & Claims Specialist II
Wells Fargo & Company
01.2017 - 04.2019
Personal Phone Banker I & II
Wells Fargo & Company
11.2015 - 01.2017
Bachelor of Science - Business Management
University of Phoenix
High School Diploma -
Niagara Falls High School
Similar Profiles
Martha VivasMartha Vivas
Personal Banker at Wells Fargo & CompanyPersonal Banker at Wells Fargo & Company
Jeffrey JonesJeffrey Jones
Business Accountability Senior Manager at Wells Fargo & CompanyBusiness Accountability Senior Manager at Wells Fargo & Company
Rosario GriggsRosario Griggs
Fraud Crimes Specialist 3 at Wells Fargo & CompanyFraud Crimes Specialist 3 at Wells Fargo & Company