BIRUK KASSU
Charlotte,NC
Summary
Lead Fraud and Claims Operations Representative with extensive experience in customer service and bank, Fraud Operations. Diligent team member with a keen attention to detail and excellent decision-making skills. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
Lead Fraud & Claims Operations Representative
Wells Fargo
Charlotte, NC
06.2023 - Current
- Support performance and overall effectiveness of team as well as cross-group operational tasks
- Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations
- Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products
- Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team
- Contribute in resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams
- Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims
- Monitor for incoming review/approval request and analyze account level hold recommendations to determine level of financial crimes risk and appropriate next actions.
Senior Fraud & Claims Operations Representative
Wells Fargo
Charlotte, NC
11.2023 - Current
- Review mobile and ATM deposits to determine fraudulent activities
- QRG's are reviewed in order to guide decisions regarding pledges, hard holds, and debit adjustments
- Responsibilities include review of customer deposits to detect fraudulent activities and researching and analyzing moderately complex account activity using various resources and tools (e.g
- Reflections/Hogan, OIB, SVP)
- Accounts that are deemed potentially fraudulent are then further investigated to determine closure or retention of such accounts
- Assist new hiring employees with training, coaching and side by side analysis
- Also observe employees doing cases and help out with any questions or give feedback as needed.
Fraud and Claims Operations Representative
Wells Fargo
Charlotte, NC
10.2021 - 06.2023
- Review mobile and ATM deposits to determine fraudulent activities
- QRG's are reviewed in order to guide decisions regarding pledges, hard holds, and debit adjustments
- Duties include review of customer deposits to detect fraudulent activities and researching and analyzing moderately complex account activity using various resources and tools (e.g
- Reflections/Hogan, OIB, SVP and PRR)
- Accounts that are deemed potentially fraudulent/altered/3rd party or non-negotiable checks are then further investigated to determine closure or retention of such accounts.
Material Associate
Atrium Health
Charlotte
12.2020 - 10.2021
- Processed transactions accurately and timely a result of the receiving of physical goods from suppliers, or returned goods from customer departments, stock replenishments or the filling of customer orders
- Reviewed and verified all documentation used throughout the process to ensure thoroughness and accuracy
- Ensured that equipment and supplies are handled, stored, and maintained in a secure environment
- Removed non-functional equipment and supplies from service and reported problems to the proper department (s) for corrective action.
Business Support Associate
Wells Fargo
Charlotte, NC
09.2020 - 02.2021
- Managed large volumes of data such as transfers, OM updates and working on Delta
- Utilized Microsoft Excel to perform V-Lookup, Match and Index
- Responsible for reviewing and updating performance evaluations for team members
- Worked on Comp
- Segment to add and delete reports in a fast-paced environment.
Education
Bachelor of Science in Health Care Administration -
SUNY Brockport State University of New York
Associate in Health Science -
Monroe Community College State University of New York
Skills
- Azure CRM
- EXCEL
- Github
- Microsoft Azure
- Microsoft Excel
- Microsoft Office
- Pivot Tables
- Powerpoint
- SharePoint
- Six sigma
- Vagrant
- Problem solver
- Team player
- Great interpersonal skills
- Effective Communicator
- Financial Service Knowledge
- Communication Skills
Accomplishments
- HONOR AWARDS, LSAMP Award: Completion of Research Project & Presentation, 05/2014, 08/2014
- Dean list, 01/2013, 03/2013
- Honors Dean list, 02/2017, 05/2018
Passions
- Fraud
- Finance
- Banking
Personal Information
Title: Lead Fraud & Claims Operations Representative
Training
Cybersecurity training & courses completed
Languages
English
Professional
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo
11.2023 - Current
Lead Fraud & Claims Operations Representative
Wells Fargo
06.2023 - Current
Fraud and Claims Operations Representative
Wells Fargo
10.2021 - 06.2023
Material Associate
Atrium Health
12.2020 - 10.2021
Business Support Associate
Wells Fargo
09.2020 - 02.2021
Bachelor of Science in Health Care Administration -
SUNY Brockport State University of New York
Associate in Health Science -
Monroe Community College State University of New York
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