Delmy Cruz Rivas
Marcus by Goldman Sachs
Roy,UT
11
years of professional experience
Dedicated fraud investigations and financial services professional with more than 10 years of experience in banking, fraud prevention, customer service, and team leadership. Proven ability to investigate complex fraud cases, resolve escalated customer complaints, identify fraud trends, and ensure compliance with regulatory requirements. Recognized for analytical problem-solving, attention to detail, process improvement, and delivering exceptional customer experiences. Bilingual in English and Spanish with a passion for developing people, improving operations, and building strong customer relationships.
Work History
Fraud Complaints Analyst
1 Year 4 Months- Investigate and resolve complex escalated fraud complaints while ensuring compliance with regulatory requirements and internal policies.
- Identify fraud patterns, typologies, and root causes to improve fraud detection and prevention efforts.
- Researched and analyzed complex customer concerns, delivering fair and accurate resolutions within service level agreements.
- Collaborated with cross-functional teams to gather information and recommend solutions, enhancing complaint handling processes.
- Supported automation and process improvements, streamlining workflows and enhancing customer experience.
- Maintain high standards of accuracy, compliance, and risk management throughout investigations.
Fraud Investigations Specialist
8 Months- Conducted fraud investigations by gathering and analyzing data with case management and analytical tools to uncover fraudulent activities.
- Identified points of compromise and communicated emerging risks to fraud leadership to inform strategic decision-making.
- Applied account restrictions and fraud holds to minimize financial risk.
- Applied account restrictions and fraud holds when appropriate to minimize financial risk.
- Collaborated with customers, merchants, and financial institutions to obtain documentation and assess fraudulent activity.
Invest Fraud Specialist
11 Months- Investigated suspicious account activity and analyzed financial transactions to uncover potential fraud.
- Collaborated with customers and business partners to resolve complex fraud cases.
- Collaborated with customers and business partners to resolve complex fraud cases, enhancing overall security measures.
- Identified fraud trends and contributed to strategies that mitigated operational risk.
Invest Specialist
1 Year 1 Month- Provided account servicing and addressed investment inquiries, ensuring timely documentation fulfillment.
- Addressed customer concerns, delivering exceptional service while ensuring compliance with company policies.
- Resolved customer concerns while delivering exceptional service and maintaining compliance.
- Partnered with internal teams to enhance client experience through streamlined communication and service delivery.
Certified Teller Trainer
6 Months- Trained new tellers on operational procedures, compliance, and customer service standards.
- Evaluated employee performance to identify growth opportunities and facilitated career development plans.
- Assisted in creating and updating training materials to enhance learning experiences for classroom and online formats.
- Provided operational support through after-hours assistance, ensuring continuity and expert guidance for team operations.
Supervisor- Lead Teller
4 Years 7 Months- Supervised daily teller operations, ensuring compliance with banking regulations and enhancing security procedures.
- Hired, trained, and mentored teller staff, fostering a knowledgeable and efficient team.
- Improved service consistency by coaching employees on customer experience best practices.
- Coached employees on customer experience best practices, enhancing service consistency across the branch.
Credit Union Teller
2 Years 3 Months- Processed deposits, withdrawals, loan payments, and cashier's checks to ensure accurate and efficient financial transactions.
- Opened deposit accounts and guided members on suitable financial products and services to enhance their banking experience.
- Delivered exceptional customer service in person, by phone, and through email, resolving inquiries and fostering member satisfaction.
- Processed deposits, withdrawals, loan payments, cashier's checks, and other financial transactions.
Education
Diploma - Biblical Studies
Skills
Fraud Detection & Prevention
Complaint Investigation
Compliance & Regulatory Requirements
Data Analysis & Case Management Systems
Investigative Research
Root Cause Analysis
Process Improvement
Financial Services Operations
Leadership & Supervision
Employee Coaching & Mentoring
Conflict Resolution
Team collaboration and leadership
Active Listening
Adaptability
Team collaboration
Interviewing
Scheduling
Bilingual: English & Spanish
Timeline
Fraud Complaints Analyst
Marcus by Goldman Sachs
04.2025 - CurrentRead More
Fraud Investigations Specialist
Marcus by Goldman Sachs
08.2024 - 04.2025Read More
Invest Fraud Specialist
Marcus by Goldman Sachs
09.2023 - 08.2024Read More
Invest Specialist
Marcus by Goldman Sachs
08.2022 - 09.2023Read More
Certified Teller Trainer
America First Credit Union
02.2022 - 08.2022Read More
Supervisor- Lead Teller
America First Credit Union
06.2017 - 01.2022Read More
Credit Union Teller
America First Credit Union
03.2015 - 06.2017Read More
Zion Ministerial Institute
Diploma from Biblical Studies
Read More
LEADERSHIP
Known for leading with empathy, integrity, and accountability. Passionate about developing employees, fostering collaboration, and creating an environment built on continuous improvement. Recognized for building strong relationships, mentoring team members, and maintaining a customer-first approach while driving operational excellence.