David Herrera
San Antonio
Summary
Dynamic professional with extensive experience in credit card investigation and case management at JPMorgan Chase & Co. Proven expertise in data trend analysis and collaboration with law enforcement to enhance recovery efforts. Skilled in report writing and effective communication, driving compliance and operational efficiency in high-pressure environments.
Overview
23
23
years of professional experience
Work History
Product Delivery Associate / Fraud Investigator/Call Center Representative
JPMorgan Chase & Co.
San Antonio
10.2014 - 10.2025
- Conducted detailed investigations into high-risk credit card fraud cases using multiple data sources and advanced analytics.
- Researched recovery opportunities with risk teams to minimize fraud losses and enhance fund recovery efforts.
- Prepared and presented clear, concise reports of findings to law enforcement, attaching all supporting documentation.
- Documented case investigation efforts in management system of record while maintaining strict confidentiality.
- Networked with fraud units across financial institutions to share intelligence on emerging domestic and global fraud trends.
- Attended fraud meetings presenting investigative findings and assisting law enforcement arrests.
- Prepared sworn documents and testified as custodian of records, reinforcing legal proceedings with accurate evidence.
- Utilized tools such as FWIR, C3, Customer Assist, EIV, ATS, LexisNexis, WebStats, Tableau, Teradata, and Snowflake for investigations and reporting.
CRS II,
Hartford
San Antonio
02.2012 - 08.2014
- Processed commercial and workers’ comp policy requests, ensuring compliance and customer satisfaction.
- Maintained organized records of client interactions and transactions for reference.
- Developed customized insurance policies tailored to diverse client needs.
- Educated clients on policy terms clearly, enhancing understanding and satisfaction.
- Conducted thorough risk assessments to recommend suitable coverage options.
- Collaborated with underwriters to ensure accurate policy issuance and timely service.
- Analyzed market trends to optimize product offerings based on competitive insights.
- Responded to customer inquiries promptly, promoting excellent service and support.
Business Manager/Senior KYC Analyst/Branch Support Manager
Citibank
San Antonio
01.2003 - 02.2012
- Led UAT pilot teams for system rollouts, achieving successful implementation with minimal disruption.
- Managed escalated service calls, delivering solutions for billing fraud and wire confirmations.
- Created training materials and managed time tracking systems to support team performance improvements.
- Collaborated with departments to optimize workflows and improve overall efficiency.
- Analyzed market trends to inform strategic business plans aligning with corporate objectives.
- Trained staff on compliance regulations and company policies, reinforcing risk management practices.
- Implemented new procedures for customer onboarding to ensure compliance with applicable regulations.
- Oversaw budget management and resource allocation, ensuring effective project execution.
Education
Associate of Applied Science - Engineering Mechanics
Palo Alto College
San Antonio, TX05-1996
Skills
- Fraud investigation
- Case management expertise
- Fraud loss analysis
- Data trend identification
- Fund recovery
- Compliance adherence
- Report writing skills
- Documentation management
- Law enforcement collaboration
- Industry peer networking
- Microsoft Office proficiency
- Customer support
- Risk assessment strategies
- Effective communication skills
- Conflict resolution
- Attention to detail focus
- Training development
- Fraud detection techniques
- Fraud prevention strategies
- Team collaboration support
- Requirements gathering
- Process mapping
- Reporting tool utilization
- CRM skills
- Consumer behavior analysis
- Data analysis
- Requirements gathering
- Process mapping
- Fraud investigation
- Reporting tools
- Risk assessment
- Customer relationship management
- Market analysis
- Compliance auditing
- Stakeholder engagement
- Effective communication
- Problem solving
- Team collaboration
- Critical thinking
- Attention to detail
- Operations management
- Technical writing
- BI tools expertise
- HTML and CSS
- IIBA methodologies
- Workflow Analysis
- Tableau expertise
- Client relationship management
- Strategic planning
- Product development
- Competitor analysis
- Gap analysis
- Consulting
- Business process improvement
- Microsoft Excel mastery
- Data mapping
- Technology architecture analysis
- External market data tracking
- Test case scenarios
- Staff management
- Fraud trend analysis
- Revenue development
- Forecasting and planning
- Business acumen
- Business planning
- Customer targeting
- Quality assurance
- Office Suite proficiency
- Time management
- Narrative use cases
- Process mapping
- Solutions development
- Project finance
- Competitive analysis
- Workflow optimization
- Verbal and written communication
- Operational reporting
- Predictive modeling
- Agile methodologies
- User acceptance testing
- Business process modeling
- Data integrity checks
- Data visualization
- HRIS management
- Process optimization
- Industry knowledge
- Data mining
- Reporting and documentation
- Negotiation
- Project presentation
- CRM systems
- Multitasking and organization
- Campaign performance tracking
- Decision-making
- Pivot tables
- Financial analysis
- Database management
- Stakeholder management
- Release planning
- Internal auditing
- Customer needs assessment
- Change management
- Change impact analysis
- Tool implementation
- Fraud risk management
References
- Susanne Hicks, Product Delivery Associate, 614-905-5171, susanne.e.hicks@chase.com
- Cynthia Carpenter, Sr Product Delivery Associate, 210-586-7045, cynthia.a.carpenter@chase.com
Languages
Spanish
Limited
Accomplishments
Chase/Customer Obsession award for outstanding team development
Timeline
Product Delivery Associate / Fraud Investigator/Call Center Representative
JPMorgan Chase & Co.
10.2014 - 10.2025
CRS II,
Hartford
02.2012 - 08.2014
Business Manager/Senior KYC Analyst/Branch Support Manager
Citibank
01.2003 - 02.2012
Associate of Applied Science - Engineering Mechanics
Palo Alto College