Claudia Baltazar
Salt Lake City,UT
Summary
Accomplished professional with a proven track record at Discover Financial Services, excelling in fraud detection and customer relationship management. Leveraged financial software expertise and exceptional communication skills to enhance fraud prevention measures and foster strong customer loyalty. Achieved significant improvements in case management efficiency and loss prevention strategies.
Overview
9
9
years of professional experience
Work History
Bank Teller
Zions Bank
2023.12 - 2024.06
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Reconciled cash drawer and resolved discrepancies.
- Turned in excess cash to maintain drawer security.
- Provided customer records, account statements and copies of checks.
- Removed mutilated currency from circulation.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Placed orders for customer checks and verified starting numbers.
- Audited fellow teller currency to contribute to dual-control procedures.
- Assisted customers with compromised debit cards and issued new credentials.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Sold and cross-sold bank products to new and existing customers.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
Fraud and Risk Analyst
Discover Financial Services, DFS
2022.03 - 2023.06
- Take inbound calls in regards to new or pending fraud cases.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Implemented procedures to detect and prevent fraud.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Identified assets of suspects in order to freeze and seize assets.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Cultivated interpersonal skills by building positive relationships with others.
Credit Card Sales Representative
Discover Financial Services, DFS
2020.09 - 2021.03
- Take inbound calls in regards to credit line increases, new applicants, and help process pending credit applications.
- Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information.
- Built strong relationships with customers to increase retention and loyalty.
- Generated reporting to aid leadership with information to determine future credit card goals.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Improved understanding of financial statements, which helped in assessing risk.
- Maintained compliance with applicable regulations and laws governing consumer credit.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
- Made decisions and recommendations about extending lines of credit.
- Investigated and resolved customer disputes related to credit decisions.
Credit Card Fraud Analyst
Discover Financial Services, DFS
2020.02 - 2020.09
- Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
- Conducted interviews with suspects and filed reports of findings.
- Recognized control failures in bank processes, procedures, and customer decisions and categorized losses.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Cultivated interpersonal skills by building positive relationships with others.
Credit Card Customer Service Representative
Discover Financial Services, DFS
2019.06 - 2020.02
- Received inbound customer calls related to credit and accounts receivable.
- Supported customers with statements and other basic questions.
- Assisted with reconciliations and customer communications.
- Processed recurring automated payments and credit card payments.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
- Built strong relationships with customers to increase retention and loyalty.
- Recommended products and services to meet customers' credit card and banking needs.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
Grocery Store Cashier
Smiths Food And Drug
2018.10 - 2019.06
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Inspected floor displays, noted missing items, and immediately replenished merchandise.
- Pleasantly greeted customers and provided prompt and courteous service.
- Removed trash, swept, and mopped floors for professional appearance.
- Retrieved items for customers and verified prices.
Courtesy Clerk
Smiths Food And Drug
2015.09 - 2018.10
- Assisted customers with large purchases by carrying items to vehicles.
- Bagged customer items efficiently using proper techniques to protect delicate items and separate different groups of merchandise.
- Collected shopping carts from parking lot daily and cleaned and dried soiled and wet carts.
- Helped customers take merchandise out of store and loaded items into vehicles.
Education
Associate of Arts - Business Administration And Management
Salt Lake Community College
Salt Lake City, UT06.2027
High School Diploma -
West High School
Salt Lake City, UT06.2017
Skills
- Deposit and withdrawal management
- Customer Relationship Management
- Currency packaging
- Cash counting
- Financial software
- Financial Transactions
- Money Handling
- Data inputting
- Financial product knowledge
- Cash handling expertise
- Balance Transfers
- Stress Tolerance
- Account updating
- Regulatory Compliance
- Customer Relationship Management (CRM)
- Transaction Processing
- Telephone and email etiquette
- Procedure review
- Transaction review
- Proficient in Microsoft
- Fraud Detection
- Effective Communication
- Fraud prevention
- Regulatory knowledge
- Call Management
- AML Compliance
- Case Management
- Verbal and written communication
- Loss Prevention
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bank Teller
Zions Bank
2023.12 - 2024.06
Fraud and Risk Analyst
Discover Financial Services, DFS
2022.03 - 2023.06
Credit Card Sales Representative
Discover Financial Services, DFS
2020.09 - 2021.03
Credit Card Fraud Analyst
Discover Financial Services, DFS
2020.02 - 2020.09
Credit Card Customer Service Representative
Discover Financial Services, DFS
2019.06 - 2020.02
Grocery Store Cashier
Smiths Food And Drug
2018.10 - 2019.06
Courtesy Clerk
Smiths Food And Drug
2015.09 - 2018.10
Associate of Arts - Business Administration And Management
Salt Lake Community College
High School Diploma -
West High School
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