Diana Lewis

• Conduct investigations into questionable checks, unauthorized activity, and unusual account behavior to protect members and reduce financial risk.
• Analyze online banking patterns—including device usage, login data, and IP information—to confirm or rule out account compromise.
• Review and validate security appeal submissions, checking for accuracy, completeness, and indicators of intentional fraud.
• Apply account restrictions when warranted by investigative findings, using detailed behavioral and transactional analysis.
• Document investigations clearly and concisely for internal review and regulatory needs.
• Provide fraud awareness education and thorough account notes for active-duty service members, especially those affected by scams or compromise.
• Complete and review SCRA enrollment requests to ensure protections are correctly applied to eligible accounts.
• Mentor new investigators, offering guidance on case handling, fraud indicators, and policy requirements.
• Resolve complex escalations with strong communication, sound judgment, and professional de-escalation techniques.
• Serve as a trusted point of contact for procedural questions, ensuring consistent investigative standards.
• Support workplace culture by leading engagement efforts and producing a monthly internal newsletter.

• Assisted members—including active-duty service members and veterans—with loans, credit products, account maintenance, and complex financial inquiries.
• Opened and maintained personal and business memberships with accurate documentation, compliance, and verification for military-affiliated accounts.
• Submitted SCRA documentation for active-duty members and veterans, ensuring proper processing, eligibility validation, and correct application of protections.
• Educated service members on military-specific promotions for credit cards and loans, strengthening financial awareness and informed decision-making.
• Reviewed account statements, resolved discrepancies, and explained transactions to improve member understanding.
• Researched and resolved account concerns by interpreting policy, analyzing information, and providing accurate solutions.
• Managed escalated situations with verbally upset members using strong de-escalation and communication skills.
• Processed high-volume transactions with precision while maintaining exceptional service standards in a fast-paced environment.