Bianca Iran Castañeda
Summary
Operations-focused banking professional with experience in high-volume, regulated environments handling customer support, fraud review, and technical issue resolution. Skilled in managing time-sensitive cases, following compliance and risk protocols, and maintaining accuracy under pressure. Strong ability to analyze account activity, document findings, and communicate effectively across teams to ensure timely and compliant outcomes.
Overview
10
10
years of professional experience
Work History
Banking Operations Specialist
Wells Fargo Financial Services Company
09.2024 - Current
- Deliver exceptional client service in a regulated banking environment, resolving complex account inquiries and transaction issues with professionalism and accuracy.
- Act as primary contact for customers reporting suspected fraud, guiding them through the claims process and escalating irregular activity per internal risk protocols.
- Review transaction activity and gather necessary documentation to support fraud and dispute claims, ensuring compliance with regulatory and internal policies.
- Maintain thorough, audit ready case records while managing a high volume of interactions, balancing service quality, timeliness, and risk mitigation
IT Technical Support Specialist
Discover Bank, Member FDIC
04.2016 - 2024
- Provided personalized, high-volume client support in a regulated financial institution, resolving account inquiries, technical issues, and service requests efficiently.
Assisted clients in troubleshooting system and account-related issues, escalating operational or compliance concerns as needed.
Collaborated cross-functionally with internal teams to meet performance targets, streamline processes, and enhance overall customer experience.
Maintained accurate and detailed records of client interactions to support regulatory compliance, quality assurance, and operational reporting.
Education
Human Resources Management
University of Phoenix
Tempe, AZSkills
- Time Management & Prioritization
- Multitasking in Fast-Paced Environments
- Team Collaboration & Cross-Functional Support
- Adaptability & Quick Learning
- Continuous Improvement / Feedback-Driven
Timeline
Banking Operations Specialist
Wells Fargo Financial Services Company
09.2024 - Current
IT Technical Support Specialist
Discover Bank, Member FDIC
04.2016 - 2024
Human Resources Management
University of Phoenix