Delatha Thomas
San Antonio
Summary
Dynamic Fraud Investigator with a proven track record at Soarion Credit Union, excelling in fraud detection and risk assessment. Leveraging strong analytical skills and effective communication, I developed strategies that significantly enhanced fraud prevention measures, ensuring compliance and safeguarding customer assets. Committed to continuous improvement and ethical standards in financial oversight. Insightful professional in financial security and fraud prevention, known for completing investigations with high productivity and efficiency. Skilled in data analysis, forensic accounting, and regulatory compliance to identify discrepancies and mitigate risks. Possess strong analytical thinking, problem-solving abilities, and communication skills that foster collaboration across teams to safeguard assets and ensure integrity in financial transactions.
Overview
11
11
years of professional experience
Work History
Fraud Investigator
Soarion Credit Union
San Antonio
12.2022 - Current
- Company Overview: AFFCU is an excellent, professional financial institution.
- As a non-exempt employee of AFFCU, your annual salary for this position will be $43,000.00 payable in accordance with AFFCU's standard payroll practices, and subject to any deductions permitted under law.
- AFFCU dress attire is business casual. Discretion in style of dress and behavior is essential to the efficient operation of AFFCU and our reputation as an excellent, professional financial institution.
- All clothing must project a well groomed professional appearance. An employee may choose to dress in the official AFFCU logo shirt and business casual apparel or they are required to dress in conservative, business apparel.
- Other terms and guidelines relating to your employment are set forth in our employee handbook, which we will provide to you prior to your first day of employment.
- AFFCU is an at-will employer. This means that both you and AFFCU reserve the right to terminate the employment relationship at any time for any reason with or without notice.
- AFFCU is an excellent, professional financial institution.
- Analyzed customer data for potential fraud indicators.
- Recognized emerging trends in fraudulent behavior by analyzing historical data points.
- Developed strategies to identify, prevent, and mitigate instances of fraud.
- Performed risk assessment analysis on customer accounts based on established criteria.
- Reported findings to management and law enforcement agencies as needed.
- Conducted interviews with customers to gather information on suspected cases of fraud.
- Created reports detailing the results of investigations into suspected cases of fraud.
- Managed multiple projects simultaneously while meeting deadlines.
- Monitored customer accounts regularly for any changes or irregularities that may indicate fraudulent behavior.
- Reviewed customer accounts for evidence of fraudulent activity.
- Maintained detailed records regarding investigations, including evidence collected and investigative techniques used.
- Participated in meetings with senior leadership team to discuss potential risks associated with current trends in fraud detection.
- Assisted in the development of new policies and procedures related to fraud prevention.
- Utilized various tools such as databases and software programs to analyze large amounts of data quickly.
- Evaluated internal processes and procedures to detect areas of vulnerability to fraud.
- Collaborated with external agencies such as banks, credit card companies, and law enforcement when necessary.
- Identified patterns of suspicious activity across multiple accounts or transactions.
- Responded promptly to reports from customers regarding possible fraudulent activities.
- Provided training and mentoring to other staff members in the area of fraud investigation.
- Investigated and documented suspicious financial activity.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
- Examined financial statements, written documents and audio files that could be used as evidence for fraud cases.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Conducted periodic audits of fraud prevention controls to ensure their effectiveness and compliance with regulatory standards.
- Monitored chargeback rates and developed strategies to minimize financial losses due to fraud.
- Served as primary contact for fraud claim inquiries.
- Managed a portfolio of fraud cases, ensuring timely investigation and resolution in accordance with company policies.
- Made recommendations for closing accounts and performed associated follow-up.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Enhanced fraud detection systems by incorporating machine learning algorithms, improving detection accuracy.
- Maintained up-to-date knowledge of fraud trends, techniques, and regulatory requirements affecting the industry.
- Coordinated with law enforcement and other external agencies to support fraud investigations and prosecutions.
- Collaborated with cross-functional teams to enhance fraud detection methodologies and risk management practices.
- Interviewed witnesses and persons of interest to gather statements for use in criminal investigations.
- Documented investigative findings in reports.
Financial Relationship Consultant
BBVA Compass
Round Rock
02.2020 - 06.2021
- Conducted detailed financial analysis of customer portfolios, including investments, insurance policies and retirement plans.
- Performed quality assurance checks on customer data entered into the system.
- Responded promptly to customer inquiries regarding account information or other matters related to their finances.
- Explained complex financial concepts in simple terms to customers.
- Implemented new products, services, processes or systems as needed to improve customer service levels.
- Reviewed documents such as wills, trusts, insurance policies for accuracy before submitting them for approval.
- Provided training support to new team members as needed.
- Identified areas of improvement within the department and implemented corrective measures accordingly.
- Monitored customer accounts regularly for any changes or trends that may require adjustments in the portfolio strategy.
- Attended industry conferences and workshops to stay informed about the latest developments in the field of finance.
- Maintained accurate records of customer transactions using a variety of software programs.
- Assessed customer risk profiles and recommended appropriate investment strategies.
- Provided comprehensive financial advice to clients and identified suitable product solutions.
- Evaluated customer credit reports to identify potential risks associated with lending decisions.
- Researched current market conditions and regulatory updates to ensure compliance with all applicable laws and regulations.
- Developed strong relationships with customers by understanding their individual needs and goals.
- Consulted with clients to assess and meet short- and long-term financial goal.
- Interviewed clients to determine income, expenses, financial objectives, and risk tolerance in order to develop successful financial plans.
- Explained advantages and disadvantages of available financial products to customers to maximize satisfaction.
- Developed and expanded financial planning relationships with customers through loyal and dedicated service.
- Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
- Developed and deepened relationships with new and existing clients to advance progress and improve business.
- Assisted clients with planning for and funding retirements using mutual funds and other strategies.
- Provided ethical, objective and holistic financial planning advice to clients.
- Developed and maintained strong client relationships through exceptional service and communication.
- Identified new business opportunities through networking and referrals.
- Conducted regular financial planning workshops and seminars to attract new clients and educate the community.
- Ensured compliance with regulatory requirements and adherence to industry best practices.
- Provided ongoing financial advice and adjustments in response to life changes, market fluctuations, and economic trends.
- Profiled and analyzed investment products to devise financial strategies, meeting client financial needs and forecasting opportunities with highest return on investments.
- Followed-up with clients regularly and implemented consultative techniques to stay on top of financial means and objectives.
Financial Relationship Consultant
Regions Bank
Austin
01.2018 - 02.2020
- Worked closely with other departments within the organization to ensure smooth operations.
- Conducted detailed financial analysis of customer portfolios, including investments, insurance policies and retirement plans.
- Performed quality assurance checks on customer data entered into the system.
- Responded promptly to customer inquiries regarding account information or other matters related to their finances.
- Explained complex financial concepts in simple terms to customers.
- Implemented new products, services, processes or systems as needed to improve customer service levels.
- Reviewed documents such as wills, trusts, insurance policies for accuracy before submitting them for approval.
- Provided training support to new team members as needed.
- Identified areas of improvement within the department and implemented corrective measures accordingly.
- Monitored customer accounts regularly for any changes or trends that may require adjustments in the portfolio strategy.
- Attended industry conferences and workshops to stay informed about the latest developments in the field of finance.
- Maintained accurate records of customer transactions using a variety of software programs.
- Assessed customer risk profiles and recommended appropriate investment strategies.
- Provided comprehensive financial advice to clients and identified suitable product solutions.
- Conducted regular seminars on various topics related to personal finance management, estate planning, retirement planning.
- Prepared periodic performance reviews for existing customers' investments and presented results in an understandable format.
- Created customized financial plans tailored to each client's unique situation.
- Evaluated customer credit reports to identify potential risks associated with lending decisions.
- Researched current market conditions and regulatory updates to ensure compliance with all applicable laws and regulations.
- Developed strong relationships with customers by understanding their individual needs and goals.
- Consulted with clients to assess and meet short- and long-term financial goal.
- Interviewed clients to determine income, expenses, financial objectives, and risk tolerance in order to develop successful financial plans.
- Explained advantages and disadvantages of available financial products to customers to maximize satisfaction.
- Developed and expanded financial planning relationships with customers through loyal and dedicated service.
- Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
- Developed and deepened relationships with new and existing clients to advance progress and improve business.
- Evaluated earnings performance to provide clients with in-depth ratings.
- Utilized financial planning software to create projections, scenarios, and plans tailored to individual client needs.
- Provided ethical, objective and holistic financial planning advice to clients.
- Developed and maintained strong client relationships through exceptional service and communication.
- Identified new business opportunities through networking and referrals.
- Conducted regular financial planning workshops and seminars to attract new clients and educate the community.
- Prepared and presented detailed financial reports and performance analytics to clients during review meetings.
- Stayed abreast of financial market trends, regulatory changes, and new investment products and strategies.
- Ensured compliance with regulatory requirements and adherence to industry best practices.
- Provided ongoing financial advice and adjustments in response to life changes, market fluctuations, and economic trends.
- Interviewed clients to assess income, expenses, insurance coverage, tax status, financial and investment goals and risk tolerance.
- Recruited new clients through proactive marketing initiatives and word-of-mouth referrals.
- Strengthened client relationships by conducting routine portfolio reviews to measure plan success.
- Recommended strategies to clients to help achieve financial goals.
- Followed-up with clients regularly and implemented consultative techniques to stay on top of financial means and objectives.
Bank Branch Banker III
BB&T Bank
Westlake
08.2016 - 12.2017
- Reconciled discrepancies between daily branch transaction logs against actual cash amounts in vault.
- Processed wire transfers, money orders and stop payment requests in accordance with established procedures.
- Participated in outreach activities at schools, churches and other organizations to promote bank products and services.
- Assisted customers with opening new accounts, processing deposits and withdrawals, cashing checks and making loan payments.
- Analyzed customer credit reports to determine eligibility for loans or mortgages.
- Provided guidance to customers on the use of online banking tools and mobile applications.
- Adhered to all laws applicable to banking operations while providing exceptional service to clients.
- Maintained accurate records of all customer interactions using the bank's database system.
- Monitored security cameras throughout the branch to ensure safety of employees and customers.
- Ordered supplies such as currency bags, check stock paper and coin rolls on a regular basis.
- Conducted financial reviews for existing customers to identify additional products or services that could benefit them.
- Greeted customers, identified customer needs and provided appropriate banking services.
- Resolved customer inquiries regarding account balances, fees and other banking issues in a timely manner.
- Developed relationships with local businesses to increase branch visibility within the community.
- Performed daily branch operations such as balancing cash drawers, verifying teller transactions and preparing bank deposit slips.
- Verified customer identification documents in compliance with Bank Secrecy Act regulations.
- Managed account information including updating addresses, phone numbers and email addresses.
- Attended staff meetings regularly to stay informed about changes in policy or procedure.
- Trained new employees on proper procedures related to customer service, sales techniques and operational policies.
- Exceeded customer service satisfaction ratings by providing prompt answers to specific questions.
- Developed statistical models for risk assessment to other departments for investment plan evaluation.
- Recommended enhancements and updates to system software based on performance data and user feedback.
- Collaborated with team members to meet branch targets and objectives.
- Processed loan applications, including reviewing financial information and determining eligibility.
- Managed and reconciled cash drawers and vault operations, ensuring adherence to security protocols.
- Assisted in the development and implementation of new banking products and services to meet customer needs.
- Educated customers on banking policies, procedures, and digital banking platforms.
- Resolved customer complaints and inquiries, ensuring high levels of customer satisfaction.
- Monitored and reported suspicious activities to comply with anti-money laundering regulations.
- Conducted regular audits of financial transactions and accounts to ensure compliance with regulatory standards.
- Conducted account maintenance activities, such as updating personal information and resolving discrepancies.
- Provided training to new employees on banking systems, customer service, and sales techniques.
- Prepared and presented reports on branch performance and market trends to management.
- Monitored economic trends to advise clients on potential impacts to their financial health.
- Maintained confidentiality of banking records and client information to avoid possible data breaches.
- Implemented strategies to promote banking services and products, increasing sales and customer engagement.
- Participated in community events and workshops to represent the bank and foster community relations.
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
- Developed and maintained relationships with potential and existing clients to expand the customer base.
- Utilized banking software to record and analyze customer data, enhancing service delivery.
- Provided financial advice to clients, helping them make informed decisions about savings, loans, and investment products.
- Performed risk assessments on loan applications and investments, minimizing financial losses.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Developed or analyzed information to assess current or future financial status of firms.
- Managed relationships with tax authorities, bankers and auditors.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
- Created financial management mechanisms to minimize financial risk to business.
- Analyzed actual financial results to budget, preparing variance reporting to functional groups.
Sales Support Specialist
Citi Bank Corporate
San Antonio
08.2014 - 05.2016
- Participated in weekly team meetings to discuss strategies for achieving goals.
- Conducted market research to identify new sales opportunities.
- Adhered to established policies and procedures when handling customer information.
- Collaborated with marketing teams to develop effective campaigns targeting specific audiences.
- Entered data into spreadsheets to track customer interactions and project progress.
- Tracked sales leads and opportunities within the company's CRM system.
- Monitored industry news related to competitors' activities, prices, promotions.
- Compiled data from multiple sources for use in presentations or other materials.
- Conducted market research to identify potential new markets and clientele bases.
- Analyzed current processes, identified areas of improvement, and implemented changes.
- Created detailed reports on customer feedback and sales trends.
- Managed multiple projects simultaneously while meeting strict deadlines.
- Provided administrative support to the sales team as needed.
- Supported the sales team in achieving monthly and quarterly sales targets by providing administrative and technical support.
- Maintained positive brand identity, leveraging strategic customer relation initiatives to promote affirmative relationships with clients and partners.
- Trained new sales support staff on internal processes and customer service best practices.
- Managed CRM system, ensuring accurate data entry and providing reports for sales analysis.
- Met performance standards consistently for answer rate, handle time, and service quality.
- Facilitated training sessions for the sales team on new products, technologies, and sales techniques.
- Facilitated communication between sales, marketing, and product development teams to align strategies.
- Automated contact management systems to ensure excellent client organization and goal alignment.
- Conducted market research to identify trends and support sales strategies.
- Generated regular sales reports for management review, highlighting key performance metrics.
- Maintained up-to-date knowledge of industry trends and emerging technologies to support sales efforts.
- Assisted in the development and implementation of sales policies and procedures to streamline operations.
- Assisted in creating sales presentations and materials to effectively communicate product benefits.
- Developed and maintained detailed customer databases to enhance sales team efficiency.
- Collaborated with the marketing team to develop promotional activities and materials that support sales goals.
- Reduced process lags by training employees on best practices and protocols.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Recognized security risks to properly handle situations.
Education
Some College (No Degree) - Financial Services
El Paso Community College
El Paso, TXSkills
- Fraud detection and investigation
- Risk assessment and compliance
- Data analysis and reporting
- Financial oversight
- Investigation techniques
- Regulatory compliance
- Customer service
- Financial reporting
- Team collaboration
- Investigative interviewing
- Policy development
- Reporting findings
- Trend analysis
- Record keeping
- Training others
- Civil investigations
- Credit card fraud
- Partnering and relationships
- Investigative techniques
- Interviewing capability
- Anti-money laundering
- Cybersecurity
- Records research
- Evidence collection
- Telephone etiquette
- Fraud prevention
- Financial fraud
- Dispute resolution
- Pattern detection
- Transaction review
- Verbal and written communication
- VIP customer support
- Ethical standards
- Fraud patterns
- Transaction analysis
- Financial modeling
- Call management
- Activity monitoring
- Banking operations
- Loss prevention
- Transaction monitoring
- Fraud identification
- Procedure review
- Risk level determination
- Case management
- Fraud and anomaly analysis
- Telephone and email etiquette
- Fault tracing & correction
- Effective communication
- Account information review
- AML compliance
- Professional demeanor
- Multitasking capacity
- Data interpretation
- Professionalism
- White Collar Crime Knowledge
- Continuous improvement
- Financial data analysis
- Irregularity reporting
- Report writing
- Fraud Schemes
Contact Person
Patrice Method, pmethod@airforcefcu.com, +12106735610, 5269
Timeline
Fraud Investigator
Soarion Credit Union
12.2022 - Current
Financial Relationship Consultant
BBVA Compass
02.2020 - 06.2021
Financial Relationship Consultant
Regions Bank
01.2018 - 02.2020
Bank Branch Banker III
BB&T Bank
08.2016 - 12.2017
Sales Support Specialist
Citi Bank Corporate
08.2014 - 05.2016
Some College (No Degree) - Financial Services
El Paso Community College
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