Summary
Work History
Skills
Languages
Timeline
Generic

CAPRESHA CALDEYRO

Summary

Experienced Fraud Analyst with a strong background in leadership and management roles, leveraging over 5 years of industry expertise. Successfully led and motivated teams to deliver exceptional client experiences. Demonstrated proficiency in fraud research and cross-functional collaboration, poised to apply strategic management skills in a leadership capacity. Adept Customer Service Representative with a decade of experience working within call-center environments. Handled an impressive volume of 90+ customer care calls daily, consistently achieving a remarkable 95% customer satisfaction rating.

Work History

Relationship Banker

Bank Of America
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database
  • Worked with clients to address and respond to client and partnership management issues
  • Continually boosted branch production and revenue by 35% by consistently meeting all monthly and quarterly sales goals
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty
  • Engaged departments in customer satisfaction initiatives to uplift service ratings
  • Build relationships with individual clients to meet their financial needs
  • Manage cash responsibilities

Sr. Fraud Analyst II

Bank Of America
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
  • Analyzed large amounts of data to find patterns of fraud and anomalies
  • Performed risk assessments to determine level of fraud risk and prioritize investigations
  • Evaluated success of fraud detection systems to identify areas for improvement
  • Comply with industry regulations, bank procedures, integrity levels of department system and financial controls
  • Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations
  • Tracked fraud cases and monitored trends to develop strategies for prevention

Customer Service Rep II

Bank Of America
  • Answers incoming customer calls regarding fraud and billing claim issues
  • Troubleshoot and resolved online and mobile banking issues password reset, linking internal and external accounts, download QuickBooks
  • Responsible for maintaining high level of professionalism with clients and working to establish positive rapport with every caller
  • Update customer information in customer service database during and after each call
  • Work with management team to stay updated on product knowledge and be informed of any changes in company policies
  • Updated account information to maintain customer records
  • Responded to customer requests for products, services, and company information
  • Answered constant flow of customer calls with minimal wait times
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Post Closer

Movement Mortgage
  • Tracked, obtained and coordinated legal closing packages from attorneys within allotted deadlines
  • Performed timely review and correction of all closed mortgage loans in accordance with investor, FNMA, FHLMC and regulatory requirements
  • Obtained all corrected documents, conditions, title policies and recorded security instruments within salability timeframe from Borrower and closing agent's
  • Proactively and knowledgeable communicated to Borrower and closing agent's requirements for corrections to documents verbally and in written communication
  • Maintained and updated accurate reports within Loan Origination system and other applicable investor reports
  • Liaison with investors to cure loan files for post-delivery and investor review issues or concerns
  • Transmitted FHA and VA insurance within 14 days of loan closing
  • Submits FHA and VA files within 60 days of loan closing
  • Allocated money when investor funds loans
  • Reviews and corrects all discrepancies with investors and reviews with management any items not cleared

Skills

  • Data Collection and Entry
  • Issue Management
  • Oral Communications
  • Active Listening
  • Adaptability
  • Attention to Detail
  • Policies, Procedures & Guidelines
  • Written Communications
  • Collaboration
  • Critical Thinking

Languages

English
Native or Bilingual

Timeline

Sr. Fraud Analyst II

Bank Of America

Post Closer

Movement Mortgage

Relationship Banker

Bank Of America

Customer Service Rep II

Bank Of America

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CAPRESHA CALDEYRO