Summary
Overview
Work History
Education
Skills
Timeline
Generic

Aurora Sweat

Houston,TX

Summary

Dynamic professional with extensive experience at PSCU/VELERA in fraud detection and prevention. Proven track record in risk assessment and team leadership, enhancing resolution accuracy and response time. Adept at data analysis and strategic communication, successfully reducing false positives and ensuring regulatory compliance in high-pressure environments.

Overview

6
6
years of professional experience

Work History

Fraud Detection Help Desk

PSCU/VELERA
10.2021 - Current
  • Investigate and resolve complex member and cardholder issues related to fraud and product usage.
  • Act as the primary escalation point for agents and credit union employees, managing high-risk situations with professionalism and strategic problem-solving.
  • Train and coach a team of 15 or more agents on fraud detection and prevention best practices, improving resolution accuracy and response time.
  • Monitor and analyze financial transactions to detect suspicious activity and emerging fraud patterns, leading to a reduction of false positives.
  • Manage specialty account queues requiring detailed fraud analysis and resolution of sensitive cases.
  • Ensure compliance with company policies and financial regulations through accurate documentation and consistent communication with internal stakeholders.
  • Exercise sound business judgment in resolving escalations, adjusting to changing priorities, and high-pressure situations.

Insurance Sales Agent

Progressive
Remote
11.2020 - 05.2021
  • Developed strong relationships with clients, consistently meeting or exceeding monthly sales targets.
  • Generated quotes and customized insurance solutions to match client needs and improve customer satisfaction.
  • Educated clients on coverage options, leading to increased policy retention and customer confidence.

Eligibility Specialist II

State of Tennessee
Wichita Falls, Texas
04.2019 - 11.2020
  • Reduced errors in eligibility determinations through detailed knowledge of program guidelines and regulations.
  • Provided timely resolution of customer issues, improving client satisfaction and retention.
  • Delivered exceptional customer service by maintaining clear communication and follow-up on case status.

Education

Some College (No Degree) - Business

Northwestern State University of Louisiana
Natchitoches, LA

Skills

  • Fraud Detection and preventionRisk assessment Process Improvement
  • Data analysis and reportingEscalation handlingCardholder resolution
  • Team training and leadershipStrategic communication Regulatory compliance
  • Case managementQueue management Decision-making

Timeline

Fraud Detection Help Desk

PSCU/VELERA
10.2021 - Current

Insurance Sales Agent

Progressive
11.2020 - 05.2021

Eligibility Specialist II

State of Tennessee
04.2019 - 11.2020

Some College (No Degree) - Business

Northwestern State University of Louisiana

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Aurora Sweat