Diana Martinez
Las Vegas,NV
Summary
I started with Bank of the West, now BMO (Bank of Montreal), in 1996 as a floating teller. Since then, I have worked my way up through several positions within the bank, including teller, vault teller, lead teller, new accounts, Assistant Customer Service manager, customer service manager, and fraud prevention associate officer. I was a manager for 16 years and in fraud prevention for 3 years. In all my positions, I have always had many important tasks. I am always looking for more knowledge and ideas to improve myself. In my past management position, I understand the importance of being a self-motivator to get my job done. Thinking outside the box is important in problem solving, which was a daily thing for me. I've worn many hats in my career, one of them is preventing fraud. I have become very familiar with loss prevention. Unfortunately there is a lot of fraud coming through the branches, (ATM, New Accounts(online) mobile deposits and etc. Figuring out and stopping fraud was a big part of all my jobs. With my branch knowledge and working remotely for risk review (fraud prevention) and determination to stop fraud, I can contribute to my success in helping launch my new career.
Overview
27
27
years of professional experience
Work History
Fraud Prevention Assoc. /Officer
Bank Of The West/BMO Harris Bank
Las Vegas , NV
09.2021 - 02.2024
- Conducts investigations to identify, assess, decision and report on activity that indicates an exposure to financial crimes
- Ensures potential threats and investigations are evaluated, documented, managed and escalated by following standard operating procedures
- Provides subject matter expertise and oversight of criminal risk by following a disciplined and intelligence-based approach to detection and research of activities and events in alignment with criminal risk frameworks and standards to ensure compliance, as well as support trending, analysis, and insights generation.
- Provides input and develops recommendations for process and customer service improvements
- Stays abreast of financial crimes risk trends, relevant regulations and compliance standards
- Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions
- Supports the collection of evidence and information to be used for multiple purposes including incident reports/filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements
- Documents actions and information found throughout the investigation to develop and maintain account/case files
- Develops and maintains an understanding of the financial crime management processes, frameworks and techniques
- Gathers and formats data into regular and ad-hoc reports, and dashboards
- Analyzes data and information to provide insights and recommendations
- Executes routine tasks such as service requests, transactions, queries etc
- Within relevant service level agreements
- Provides notification, information and instructions to internal/external stakeholders related to incidents as necessary
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
- Analyzes issues and determines next steps
- Broader work or accountabilities may be assigned as needed.
Customer Service Manager
Bank Of The West
Las Vegas , NV
12.1996 - 09.2021
- Trained and guided new and existing team members to maintain high productivity and effective development
- Monitored over employees' day-to-day activities
- Managed operational quality and team efficiency to reduce operational risk
- Scheduled employees for shifts, taking into account customer traffic and employee strengths
- Hired and trained initial personnel, working to establish key internal functions and outline scope of positions
- Meeting with customers and resolving any problems or complaints
- Ensuring there's a high level of customer service
- Monitoring sales targets
- Managing and developing staff members
- Supported regulatory compliance by overseeing all audits to verify protocol
- Operations Oversight: overseeing the day-to-day operations of the branch, including cash management, transaction processing, and compliance with banking regulations and policies
- Ensuring that operational procedures are followed accurately and efficiently to minimize errors and maintain security
- Managing the branch's budget, forecasting financial objectives, and preparing reports on the branch's performance
- Building and maintaining relationships with customers, addressing their needs, and resolving any issues or complaints.
Education
High School Diploma -
Moreno Valley High School
Moreno Valley, CA06-1991
Skills
- Customer Account Management
- Understanding Customer Needs
- Creative Problem Solving
- Proactive Self-Starter
- Responding to Difficult Customers
- Knowledge in preventing fraud
- Strong analytical & problem-solving Skills
- Strong communication & leadership
- Coaching and Mentoring
- Employee Relations
- Operations Management
Languages
Spanish
Limited
Timeline
Fraud Prevention Assoc. /Officer
Bank Of The West/BMO Harris Bank
09.2021 - 02.2024
Customer Service Manager
Bank Of The West
12.1996 - 09.2021
High School Diploma -
Moreno Valley High School
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