Ashley Ervin
Jacksonville,FL
Summary
Results-driven fraud professional with proven background in detecting and preventing fraudulent activities. Expertise in risk assessment and fraud investigation, ensuring operational integrity and compliance. Known for collaborative approach and adaptability in dynamic team settings, with strong analytical and problem-solving skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Fraud Operations Specialist
Citibank
01.2022 - Current
- Successfully managed multiple priorities simultaneously under tight deadlines while maintaining a high level of accuracy in case investigations.
- Enhanced customer satisfaction with proactive communication and timely resolution of fraud cases.
- Demonstrated excellent problem-solving skills in identifying root causes of fraud and recommending appropriate solutions to minimize future occurrences.
- Provided exceptional customer service during sensitive situations involving identity theft or account compromise while preserving customer trust in the company''s security measures.
- Mitigated financial loss through prompt identification and resolution of unauthorized transactions.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Customer Support S
Freedom Mortgage Corporation
08.2021 - 01.2022
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Educated clients on various mortgage products, empowering them to make informed decisions about their financial futures.
- Ensured compliance with federal, state, and company policies by conducting thorough audits of all loan documentation.
- Collaborated with underwriters to expedite loan approvals, ensuring adherence to strict industry regulations.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Explained very technical financial information to applicants in easy to understand language.
- Maintained up-to-date knowledge of current lending regulations, ensuring compliance with all applicable laws and policies in every client interaction.
- Provided ongoing support for existing clients, addressing concerns or questions related to their loans as needed throughout the life of the agreement.
Remote Vaccination Scheduler (Contract Position)
Kforce Professional Staffing & Solutions
04.2021 - 06.2021
- Respond to inquiries resulting from COVID-19 vaccination scheduling questionnaires or communications
- Answer incoming calls from the public related to COVID-19 vaccination scheduling and ensure appointment are set up correctly
- Transfer/refer caller to appropriate entities according to the established CDC guidelines
- Facilitate the fulfillment of caller requests for appointments, materials via mail, email, or download
- Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
- Facilitate translation services for non-English speaking callers according to outlined procedures
- Report problems that occur and assist with the resolution
- Utilize databases and written materials to look up and provide information to telephone inquiries
Collections Representative
Citibank (Citi)
10.2020 - 03.2021
- Make outbound contact to debtors regarding delinquent accounts and negotiates settlement options
- Take inbound telephone calls from debtors regarding delinquent accounts and negotiates settlement options
- Participate in regular meetings and communicates opportunities for process improvement
- Update Contact Information: While speaking with consumers you will work to identify additional contact information
- Responsible for processing all payments – ACH, wires, checks, etc
- Communicate, organize, and document all customer contact to ensure proper collection processes
- Negotiate payment terms and methods when right party is reached
- The negotiation process often requires reviewing the account information in database, and/or asking probing questions of the consumer in order to better understand potential objections to payment
Patient Access Representative
Northwell Health
04.2019 - 12.2020
- Triages specific and complex inquiries to appropriate resource (management, clinical call center, billing call center, etc.)
- Verifies insurance coverage and other related data with third party carriers for scheduled appointments/ procedures
- Assists individuals in making appointments for various clinical services
- Determines if patient requires language interpretation, wheelchair and/or transportation accommodations and facilitates scheduling of services
- Identifies specific patient needs to determine appropriate appointment type, location and urgency
- Communicates clear instructions and education related to scheduled services utilizing appropriate guidelines
- Identifies unusual events or consistent problem areas and addresses with management
- Suggests methods to simplify, enhance or update procedures
Social Media Content Review Client Services (Contracted)
Genpact
06.2018 - 11.2018
- Assist the client’s platform with content moderation and help resolve inquiries empathetically, accurately and on time
- Become and remain knowledgeable about client’s products and community standards
- Make well balanced decisions and personally driven to be an effective advocate for our community
- Strong interpersonal skills, verbal and written communication skills and most importantly empathy
- Display a strong bias to doing what’s right for the client platform in supporting the client’s mission
- Investigate and resolve issues that are reported on client’s site such as requests for account support and reports of potentially abusive content
- Respond to user inquiries with high quality, speed, empathy and accuracy
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
- Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
Operations Fraud Analyst Specialist/ Retention Specialist
Citibank
08.2016 - 02.2018
- Handle customer inquiries in potentially suspicious activities
- Analysis of alerts and investigate transactional activities to detect any suspicions of fraudulent activity
- Investigating and filing escalations for high-risk clients that has had negative news reported on them
- Research, gather data and record evidence and documentation of cases in the system
- Analyze forgery claims and utilize the Uniform Commercial Code to provide a pay/no pay decision
- Document findings and recommendations in a concise, understandable manner for communication to the appropriate parties
- Strong working knowledge of Banking Operations, Regulations and compliances
- Good knowledge of Money Transfer Processes/Electronic Fraud
- Experience with fraud detection system/tools such as: SAWGRASS, 3D Secure, Pega, Lex Nexis, Snaps, FDR, Falcon, LIPID
Tele sales Tier 1 (Contracted)
Blue Cross Blue Shield Florida
11.2013 - 09.2015
- Generated new customer's sales via qualified inbound calls/outbound for single product/client
- Strived to resolve customer issues on the first call and log information related to those calls
- Data entry skills, using computers and the ability to navigate among multiple systems and screens
- Assisted New and previous customers enroll into their new healthcare plan before the deadline
- Used web-based tools and other aids to analyze prospective customer needs and match to appropriate Company products and services
- Also worked with small claims group on previous seasonal term
Customer Service Team Lead Tech Support (Contracted)
Safe Touch Security Systems
03.2015 - 07.2015
- Follow up and make scheduled call backs to customers where necessary
- Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms
Education
Associate of Science - Business Administration
Florida State College
Jacksonville, FLSkills
- Organizational growth
- Decision-making
- AML compliance
- Transaction monitoring
- Analytical mindset
- Verbal and written communication
- Banking operations
- Regulatory compliance
- Cybersecurity principles
- Financial crime awareness
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Basic Life Support Certification (BLS)
- OSHA Certified
- CPR/AED Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fraud Operations Specialist
Citibank
01.2022 - Current
Customer Support S
Freedom Mortgage Corporation
08.2021 - 01.2022
Remote Vaccination Scheduler (Contract Position)
Kforce Professional Staffing & Solutions
04.2021 - 06.2021
Collections Representative
Citibank (Citi)
10.2020 - 03.2021
Patient Access Representative
Northwell Health
04.2019 - 12.2020
Social Media Content Review Client Services (Contracted)
Genpact
06.2018 - 11.2018
Operations Fraud Analyst Specialist/ Retention Specialist
Citibank
08.2016 - 02.2018
Customer Service Team Lead Tech Support (Contracted)
Safe Touch Security Systems
03.2015 - 07.2015
Tele sales Tier 1 (Contracted)
Blue Cross Blue Shield Florida
11.2013 - 09.2015
Associate of Science - Business Administration
Florida State College