Bertha Estrada
Summary
Experienced banking professional with a comprehensive background in financial services and client management. Demonstrated expertise in financial analysis, risk assessment, and regulatory compliance. Proven track record of success in fast-paced environments, consistently achieving results through effective team collaboration. Recognized for adaptability, reliability, attention to detail, and strong interpersonal skills.
Overview
10
10
years of professional experience
Work History
Administrative Assistant
Packard Law Firm
08.2023 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Fraud Operations Specialist IV
Citi Bank
04.2024 - 08.2024
- Collaborated with cross-functional teams to identify potential fraud risks and implement preventive measures.
- Maintained accurate records of all investigated cases, ensuring proper documentation for audit purposes and regulatory compliance.
- Provided exceptional customer service during sensitive situations involving identity theft or account compromise while preserving customer trust in the company''s security measures.
- Conducted investigations into suspected fraudulent accounts, utilizing internal databases and external resources
Fraud Prevention Specialist
JP Morgan Chase
02.2022 - 03.2024
- Managed complex cases involving identity theft, and other forms of financial crime, resulting in successful resolution for affected customers.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Fraud Specialist II
Conduent
03.2019 - 11.2020
- Filing fraud disputes, providing REG E information, working escalations on a daily basis
- Maintained detailed records of all investigations into possible cases of fraudulent activity using a secure database system
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
Mortgage Collections Specialist III
Wells Fargo
06.2017 - 08.2018
- Improved customer Satisfaction by finding creative solutions to problems
- Reviewed bankruptcy filings related to assigned accounts while ensuring compliance with all applicable laws and regulations
- Conducted outbound/inbound calls to finds solutions for delinquent borrowers including loan modifications, repayment plans, and other alternatives to foreclosure
- Enhanced customer satisfaction levels through timely resolution of mortgage-related issues.
Bilingual Customer Service Representative
JP Morgan Chase
01.2016 - 09.2016
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Telephone Banker
Nationwide Bank
03.2015 - 01.2016
- Assisted customers with balance inquiries, debit card maintenance, and online banking
- Performed data entry tasks with speed and accuracy while maintaining confidentiality of customer records
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Educated clients on financial tools and resources available, empowering them to make informed decisions
Education
High School Diploma -
Thomas Edison High School
06-2012
Skills
- Excellent Communication
- Detail-Oriented Mindset
- Customer Support Expertise
- Administrative Support
- Analytical Thinking
Timeline
Fraud Operations Specialist IV
Citi Bank
04.2024 - 08.2024
Administrative Assistant
Packard Law Firm
08.2023 - Current
Fraud Prevention Specialist
JP Morgan Chase
02.2022 - 03.2024
Fraud Specialist II
Conduent
03.2019 - 11.2020
Mortgage Collections Specialist III
Wells Fargo
06.2017 - 08.2018
Bilingual Customer Service Representative
JP Morgan Chase
01.2016 - 09.2016
Telephone Banker
Nationwide Bank
03.2015 - 01.2016
High School Diploma -
Thomas Edison High School
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