ELICIA MONROE
Houston,TX
Summary
Highly trained individual boasting a career involved in reviewing accounts and uncovering issues. A gifted Fraud Analyst determining risk levels and communicating effectively with internal and external stakeholders.
Overview
14
14
years of professional experience
Work History
DIGITAL CLAIMS FRAUD ANALYST
US Bank
11.2022 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- 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.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Processed 325 fraud & dispute claims on a monthly basis & maintained a decrease in processing errors by 5% quarterly.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
LEAD FRAUD DETECTION SPECIALIST
Key Bank
02.2022 - 11.2022
- Conducted research and interviews of flagged transactions and reports, gathered necessary information to track fraudulent activities and transactions
- Demonstrated the ability to utilize multitasking skills, active listening, note taking, and critical thinking to be able to determine a caller's need when filing disputes per regulatory guidelines
- Input information regarding fraud investigations into detailed reports for submission to clients
- Partners with cross-functional work groups to develop new ways to combat fraud
- Trained over 10+ new hires transition on proper usage of systems and software programs, improving efficiency by 23%.
BRANCH MANAGER OFFICER
First Convenience Bank
11.2011 - 02.2022
- Managed a team of 10 direct reports with varied job titles and responsibilities, evaluating performance, maintained daily operations and staff scheduling
- Performed payroll functions including ad hoc reporting and timecard processing
- Maintained up to date knowledge on regulatory compliance and legal guidelines governing day to day operations, performs strategic audits to measure performance then made recommendations to management for improving quality, compliance, and timelines
- Led branch to an all-time high customer service rating of 93% completely satisfied customers
- Initiated client outreach to ensure an excellent banking experience and gain pertinent insight on improvement opportunities.
COURTESY BOOTH CLERK
Fiesta Mart LLC
08.2009 - 11.2011
- Greeted customers and answered telephones to respond to general inquiries regarding merchandise availability, pricing, and location within store
- Provided an exceptional customer experience by leading all customer conversations with empathy, urgency, and action which resulted in a 96% satisfaction rate
- Displayed strong telephone etiquette, effectively handling difficult calls
- Answered questions and informed customers of current sales and promotions
- Assisted customers in finding out-of-stock items
- Recommended, selected, and help locate merchandise based on customer needs and desires.
Education
HIGH SCHOOL DIPLOMA -
University Park Academy Charter School
Skills
- Fraud Prevention and Detection
- Verbal and Written Communication
- Fraud Investigations
- Dispute Resolution
- Operational Improvements
- Case Analyzation
- Case Management
- Performance Goals
- Reporting
- Information Validation
- Creative Solutions
Timeline
DIGITAL CLAIMS FRAUD ANALYST
US Bank
11.2022 - Current
LEAD FRAUD DETECTION SPECIALIST
Key Bank
02.2022 - 11.2022
BRANCH MANAGER OFFICER
First Convenience Bank
11.2011 - 02.2022
COURTESY BOOTH CLERK
Fiesta Mart LLC
08.2009 - 11.2011
HIGH SCHOOL DIPLOMA -
University Park Academy Charter School
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