Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Quote
Timeline
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Derrick Jentsch

Fraud Investigator
Buda,TX

Summary

*Trustworthy Fraud Investigator touting four years of expertise developing problem solving methodologies that work. A knowledgeable resource committed to finding answers and working with clients, companies, witnesses and law enforcement. Promoting exemplary skills in project management, analytics and information presentation.

*Former military quick study, with an ability to easily grasp and put into application new ideas, concepts, methods and technologies. Dedicated, innovative and self-motivated team player/builder. Exceptional leadership, organizational, oral/written communication, interpersonal, analytical, and problem resolution skills. Thrive in both independent and collaborative work environments. Authorized to work in the US for any employer.

Overview

13
13
years of professional experience

Work History

Fraud Investigator

PwC for USAA, PwC
09.2022 - 02.2023
  • Increased fraud recovery by 10%
  • Established track record of uncovering and mitigating fraudulent activities through meticulous investigation and data analysis as seasoned Fraud Investigator.
  • Created detailed case reports, disclosures, and SARS for FINCIN
  • Identified and managed existing and emerging risks that stem from business activities and job role.
  • Ensured risks associated with business activities are effectively identified, measured, monitored, and controlled.
  • Conducted less complex fraud investigations of suspected or known criminal activity, which includes cases of less severity, cases with less member accounts and transactions, or limited to one fraud type.
  • Reviewed monetary and non-monetary fraud transactions, conducted interviews, and analyzed transaction data to detect fraudulent or unusual patterns and trends in support of investigative process.
  • Performed thorough analysis of evidence; assesses veracity of information compiled, to include documentary materials and results of interviews, to develop investigative conclusions.
  • Utilized knowledge of Bank Secrecy Act, USA Patriot Act, applicable laws and regulations, company policies and best practices in investigative field to organize investigative results.
  • Prepared cases for criminal prosecution, obtains and preserves evidence, and presents evidence to appropriate law enforcement agencies for prosecution.
  • Identified and partners with tenured Investigators to resolve issues; identifies appropriate issues for escalation such as fraudulent trends, vulnerabilities causing increased fraudulent activity and / or larger than normal losses.
  • Served as liaison with law enforcement agencies and other institutions to ensure USAA is informed of all relevant potential risks.
  • Conducted prompt and thorough investigations on referred files.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Reviewed transactions and receipts to identify any suspicious activity.

Fraud Investigator

TaskUs
01.2021 - 05.2022
  • Worked thoroughly and effectively through 15 investigative cases per week such as identity theft, account takeover, elderly abuse, scams, first-party fraud, third-party fraud.
  • Reviewed and investigated reports of suspected fraudulent activity.
  • Using data analysis techniques, critical thinking, and pattern detection to uncover fraud.
  • Gathering information and documentation from customers and internal sources
  • Remediating and correcting activity that is deemed fraudulent.
  • Documenting rationale and determination for each report and referring to other departments where necessary.

Mortgage Customer Service Rep

Wells Fargo
07.2020 - 01.2021
  • Document loan history, respond to customers, investors, vendors, and other third-party inquiries,research and/or resolve inquiries, analyze request per policy, and procedures to ensure proper action,and maintain routine transaction per customer.
  • Collect payments and set up repayment plans.
  • Answer approximately 75 incoming customer calls
  • Provide customer's with information requested through verbal or written correspondence and maintain accurate records (i.e
  • Balance statements, document copies, and account history)
  • Direct calls or correspondence to proper departments in event information is not available or requires research
  • Take mortgage payments over phone, respond to inquires regarding hazard and flood insurance issues and disbursements, respond to inquiries regarding tax issues and disbursements.
  • Review and explain escrow disclosure statements (i.e (Account shortages and overages)
  • Discuss and respond to inquiries regarding loan types and terms (i.e VA, FHA, Conventional, ARM)
  • Military Lending Act (MLA)
  • Maintain and process request for addition/changes/deletion of customer names from account record by ensuring that proper documentation is received, and investor guidelines are met.
  • Respond to needs of customer's who are not satisfied with assistance from Customer Service Representative
  • Assist overflow with difficult calls
  • Communicated by Microsoft Outlook and Skype
  • Provided excellent customer service and other liquidation options
  • Type 35-40wpm, usage of Microsoft and Word programs

Chat Support Advisor

TaskUs
02.2020 - 03.2020
  • Addressed and resolved inbound customer inquiries ensuring each inquiry is resolved from the customer's perspective
  • Delivered timely, accurate, and professional customer service to customers bye-mail, chat support, and/or phone

Fraud Prevention and Detection Specialist II

USAA
03.2017 - 01.2020
  • Account Take Over Triage team that assisted members with identifying ATO/fraud and/or identity theft enhancing members security online profile, securing their personal and financial security
  • Worked with a Mentor in IT Cyber Security
  • Walked through with Member's online computer troubleshooting their accounts
  • Military Lending Act (MLA)

Member Solutions Specialist

USAA
02.2016 - 02.2017
  • Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer with no handle time regulations
  • Addressed customer service inquires in a timely and accurate fashion
  • Maintained up-to-date records at all times
  • Developed effective relationships with all call center departments through clear communication
  • Built customer loyalty by placing follow-up calls for USAA customer's who reported product issues in regards to their bank account and/or credit card
  • Military Lending Act (MLA)

Frac Operator

XChem/Terra Services, Oilfield
10.2014 - 09.2015
  • Conducted routine field safety audits to enforce pre- and post-trip standards.
  • Examined proper lubrication and functioning of pumps and mechanical equipment through.
  • Maneuvered control panels to regulate and coordinate product flow rates.
  • Maintained supplies inventory by frequently checking stock to determine inventory levels and placing and expediting orders for needed supplies.

Equipment Operator

PumpCo Services, Oilfield
08.2012 - 10.2014
  • Operated range of heavy equipment on regular basis with advanced skill.
  • Used forklifts, hand trucks, scissor lifts, and other equipment to move materials around work sites and organized according to need.
  • Maintained and cleaned equipment after each job and inspected.
  • Trained in diverse pieces of equipment and useful attachments to handle team needs.

On-Premise Sales Representative

Glazer's Distributors
08.2012 - 09.2013
  • Responsible for prospecting and securing new business by determining focus areas within the territory,setting up presentations, and utilizing stop-by techniques for liquor and wine
  • Plan, organize, and control sales functions from conceptual stages through distribution cycles tooptimizeprofit and meet marketing, financial, and corporate growth objectives
  • Performs functions in accounts that would include new product distribution, back-bar placement, wells,menus and promotions
  • Under general direction, solicits business by personally visiting clients, attempting to interestprospectivebuyers and explaining the merit of product and its application
  • Recommend products to customers, based on customers needs and interests
  • Familiarizes established accounts with new products and developments
  • Investigates and resolves customer complaints in accordance with company policy
  • Keeps information on competitive products, promotional matters, sales techniques, pricing andmarketingpolicies
  • Informs company of competitive activity and conditions that would affect company interests
  • Prepares price quotations, delivery dates and service obligations

Sales Associate

WNC Supplements
06.2010 - 08.2012
  • Sell Nutritional Supplements and interact with customers, Rapport building
  • Consult with the customer's and find out their goals then sell the products that will achieve their goals
  • Listen to customer's needs

Mobility Consultant

The Scooter Store
01.2010 - 06.2010
  • Core Elite Sales award (Top 10 in the company).
  • Core Sales Net Revenue from January-December 2011 was $1,677,864.57.
  • Core Sales Net Revenue for the month of September 2011 was $179,232.
  • Core Sales Net Revenue for the month of June 2010 was $167,629.
  • Core Sales Net Revenue for the month of May 2010 was $117,198.
  • Top Mobility Consultant December 2011.

Education

Business Administration/Accounting

University of The Incarnate Word
2006

High School Diploma -

Canyon High School
05.1996

Skills

  • Fraud and Anomaly Analysis
  • Critical Thinking
  • Transaction Analysis
  • Fraud Investigations
  • LexisNexis Accurint
  • Report Filing
  • Problem Resolution
  • Investigation Techniques
  • Fraud Prevention and Detection
  • Case Management
  • Case Analyzation
  • Credit Card Fraud
  • Financial Services and Products
  • Specialties: Customer sales service excellence and building rapport/business relationships
  • Data Analysis

Accomplishments

  • Collaborated with team of 30 in the development of a new fraud Account Takeover Team.
  • Hand selected to have a Four Star General sit with me to show the Fraud operations in the department.
  • Awarded the prestigious BIS Employee of the Month for my Fraud performance in June 2017 .

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Fraud Investigator

PwC for USAA, PwC
09.2022 - 02.2023

Fraud Investigator

TaskUs
01.2021 - 05.2022

Mortgage Customer Service Rep

Wells Fargo
07.2020 - 01.2021

Chat Support Advisor

TaskUs
02.2020 - 03.2020

Fraud Prevention and Detection Specialist II

USAA
03.2017 - 01.2020

Member Solutions Specialist

USAA
02.2016 - 02.2017

Frac Operator

XChem/Terra Services, Oilfield
10.2014 - 09.2015

Equipment Operator

PumpCo Services, Oilfield
08.2012 - 10.2014

On-Premise Sales Representative

Glazer's Distributors
08.2012 - 09.2013

Sales Associate

WNC Supplements
06.2010 - 08.2012

Mobility Consultant

The Scooter Store
01.2010 - 06.2010

Business Administration/Accounting

University of The Incarnate Word

High School Diploma -

Canyon High School

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Derrick JentschFraud Investigator