AUSTIN (A.J) SAMUELS

• Used data and link analysis to determine potential cases of first party fraud, identity theft, money laundering, and account takeover

• Utilized Investigations Management System to create cases and document and submit detected risk/fraud and red flags for review

• Investigated customer activity in Lexis Nexis Emailage, Phone Finder, IP login activity in safire/SPLUNK created fraud cases and reviewed checks and filed fraud claims in ACTIMIZE/ActOne

• Implemented policy & procedure changes that allowed the department to complete alerts more efficiently

• Verified external accounts using Early Warning Services and communicated with outside financial institutions as a member of International Association of Financial Crimes Investigations

• Reviewed pindrop calls for suspicious activity or patterns like ai phishing calls, or potential identity theft

• Built a procedure to assist associates with interview clients investing in crypto currency to provent potential fraud or scam

• Reviews complex products for the prevention and detection of possible Fraud. Responsible for research and analysis of account activity to assess levels of risk and fraud.

• Perform functions related to research and resolution of fraudulent activity and service support.

• Assesses the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America.

• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution. Experience is gained through training, following established procedures and guidelines.

• Reviews complex products for the prevention and detection of possible Fraud. Responsible for research and analysis of account activity to assess levels of risk and fraud.

• Perform back office functions related to research and resolution of fraudulent activity and service support.

• Assessed the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America.

• Reviewed and analyzes accounts and relationships that may require differentiated treatment or specialized resolution.

• Provided services through LiveEngage messenger system, Lexis Nexus Phone and submitted service request through Salesforce platforms.

• Maintained a robust understanding of the company's products and services.

• Reviewed and created customer cases related to online applications, claims, and product replacement requests.

• Assisted customers in troubleshooting phone and app technical issues.

• Contributed insights for enhancing fraud prevention.

• Assisted customers via chat and resolved inquiries and complaints using Wells Fargo’s voice and tone.

• Conducted research and provided appropriate resolutions.

• Followed up with customers until issues were resolved.

• Provided feedback to support improvements to the customer and banker experience.

• Filed debit and credit card fraud claims and disputes on behalf of customers

• Provides an exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers.

• Identify suspected fraud, mis-posted, merchant disputes and scams to protect the bank and its customers

• Complete inbound and/or outbound calling to complete investigation. May also involve contacting third parties for research.

• Utilized strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim.

• Mitigated risk by effectively authenticating the identity of customers to prevent additional fraudulent activity and impersonation.

• Reviewed, verified and/or identified customer transactions to detect fraud, policy violations or resolve merchant disputes in order to mitigate and/or recover losses.

• Researched moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the case using multiple systems and applications.

• Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse