DION CARDENAS
Surprise,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Fraud Detection Specialist II
USAA
Phoenix, AZ
2024.08 - Current
- Ensured high accuracy in reviewing, documenting, and resolving fraud cases per USAA policies and regulations.
- Utilized critical thinking skills to determine fraud classification through data analysis from multiple sources.
- Educated members on security practices to mitigate identity theft and fraud risks.
- Maintained current knowledge of industry trends and emerging fraud schemes for proactive measures.
- Performed quality assurance and quality control evaluations of fraud alerts as part of special projects, identifying trends and recommending process improvements.
Senior Claim Analyst
Bank of America
Phoenix, AZ
2023.01 - 2024.08
- Resolved complex claim issues by examining evidence, analyzing legal documents, and conducting investigations.
- Prepared reports summarizing the findings of investigations into potential fraudulent activities.
- Reduced loss ratios through fair and prompt processing of claims.
- Interacted with multiple business partners and clients in order to educate, set appropriate expectations or skillfully deny the claim
- Followed up with clients either verbally or through written communication
- Educated and communicated claim decisions to clients
- Recorded data captured during client interactions accurately
Loan Officer Associate
USAA
Phoenix, AZ
2019.01 - 2022.12
- Provided members with assistance in collection required loan documentation and informs members of origination process and expectations
- Effectively managed various workload increase.
- Prepares the loan file in accordance with prescribed work process flows, timelines, quality, and productivity standards.
- Maintained and applied a proficient level of knowledge of industry products, services and processes.
- Followed written risk and compliance policies, standards and procedures for business activities.
- Lead top 3 in quality assurance performance.
Member Advocate
Desert Financial FCU
Phoenix, AZ
2018.04 - 2018.12
- Maintained friendly and professional customer interactions.
- Assist members with all banking service inquires and resolve complex issues.
- Ability to work at a face pace with limited resources.
- Assist with opening new accounts, loans (Auto, Home Equity line of Credit, Personal Loans, etc.)
- Submitted loan applications to the underwriter for verification and recommendations.
- Achieved consistent recognition as a top sales performer.
- Expanded client base by promoting new financial products.
- Obtained copies of applicants' credit histories and reviewed them to determine feasibility of granting loans.
Manager Banker III
WELLS FARGO
Phoenix, AZ
2017.08 - 2018.03
- Lead team collaborations/group meetings biweekly to enhance team performance.
- Reported customer feedback.
- Responded to escalated inquiries/complaints on products and or services from customers in a queue based environment.
- Provided guidance and assistance to more inexperienced team members.
Premier Banker
WELLS FARGO
Phoenix, AZ
2016.10 - 2017.08
- Received superior customer service satisfaction scores for 3 consecutive quarters.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Provided stellar and personable customer service experience to high valued customers.
- Offered products and services based on customer needs.
- Maintained a 100% in quality assurance monitored calls for 9 consecutive months.
Banker I
WELLS FARGO
Phoenix, AZ
2016.01 - 2016.10
- Addressed customer service inquiries in a timely and accurate fashion.
- Promoted to banker coach, and assisted management in training new hires.
- Demonstrated mastery of customer service call script within specified timeframes.
- Researched banking guidelines and statutory requirements to stay updated on new laws and applications.
Education
High School Diploma -
Peoria High School
Peoria, AZ2010-05
Some College (No Degree) - BUSINESS MANAGEMENT
Glendale Community College
Glendale, AZSkills
- Reliable and flexible
- Goal-oriented
- People-oriented
- Proficient in microsoft
- Strong communication skills
- Analytical
- Detail-oriented
- Financial analysts
- High customer service standards
- Strong problem solving ability
Certification
- Maricopa County Licensed Notary of the Public.
Timeline
Fraud Detection Specialist II
USAA
2024.08 - Current
Senior Claim Analyst
Bank of America
2023.01 - 2024.08
Loan Officer Associate
USAA
2019.01 - 2022.12
Member Advocate
Desert Financial FCU
2018.04 - 2018.12
Manager Banker III
WELLS FARGO
2017.08 - 2018.03
Premier Banker
WELLS FARGO
2016.10 - 2017.08
Banker I
WELLS FARGO
2016.01 - 2016.10
High School Diploma -
Peoria High School
Some College (No Degree) - BUSINESS MANAGEMENT
Glendale Community College