ELIZABETH PEREZ
Phoenix,AZ
Summary
Experience in complex financial research, transaction analysis, and fraud investigations. Expertise in claims resolution, payment investigations, executive escalations, and informed risk-based decision-making. Proven ability to identify discrepancies, assess operational and financial risks, and analyze account activity while meticulously documenting investigative findings to ensure compliance with regulatory and enterprise standards. Bilingual in English and Spanish. Forward-thinking Operations Specialist bringing 20 years of expertise in complex financial research, transaction analysis, and fraud investigations. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
30
30
years of professional experience
Work History
Officer, Client Advocate | Executive Escalations (CARE)
Bank of America
Phoenix
10.2024 - Current
- Lead end-to-end investigations of complex customer complaints, executive escalations, fraud and claims concerns, and other high-risk matters across multiple banking platforms and business units.
- Research and validate account activity, case history, customer impact, and supporting facts to identify root causes, service gaps, operational risk, and appropriate resolution paths.
- Manage sensitive, time-critical cases with executive visibility, maintaining ownership and coordinating with senior leaders, business partners, and support teams through closure.
- Balance customer outcomes with regulatory requirements, legal obligations, enterprise risk standards, and established service-level expectations.
- Produce clear, accurate case narratives that document investigative steps, findings, decisions, and client communications for reporting and audit readiness.
- Identify recurring trends and process weaknesses, escalating concerns and recommendations to leadership to support risk mitigation and continuous improvement.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
Sr. Claims Analyst | Payment Research ATM Debit
Bank of America
Phoenix
10.2022 - 01.2024
- Investigated complex payment research and adjustment cases in accordance with bank policies, procedures, regulatory requirements, and internal controls.
- Analyzed transactions, account activity, financial records, and case documentation to identify discrepancies, determine root cause, and support accurate outcomes.
- Researched potentially high-risk situations and emerging issues, escalating concerns to leadership and cross-functional partners for effective resolution.
- Maintained complete and accurate case records, documented findings, monitored case status, and met established service-level expectations in a high-volume environment.
- Identified process gaps and recommended corrective actions to reduce repeat issues, strengthen operational effectiveness, and improve the customer experience.
Claims Analyst III | Credit Balance Refunds, Back Office
Bank of America
Phoenix
07.2013 - 10.2019
- Researched and resolved complex credit balance refund inquiries for banking and Wealth Management clients across multiple service channels.
- Processed ACH transfers, account adjustments, and credit card refunds; completed general ledger balancing and reconciliation to protect financial accuracy.
- Investigated out-of-balance conditions, debit and credit discrepancies, rejected transactions, and processing exceptions under regulatory and operational requirements.
- Generated and analyzed daily reports to identify trends, support billing corrections, process ACH files, and complete adjustment entries using FDES and FedLine systems.
- Served as a Subject Matter Expert, providing guidance, onboarding support, peer coaching, and assistance with special projects and process improvements.
Fraud Claims Analyst | ATM & Debit Card Claims, Spanish Team
Bank of America
Phoenix
07.2010 - 04.2013
- Investigated and adjudicated ATM, debit card, merchant, and fraud-related claims using account activity, transaction histories, supporting documents, and multiple research systems.
- Identified unauthorized transactions and discrepancies, processed credits, debits, chargebacks, and claim adjustments, and applied bank procedures to minimize financial risk.
- Maintained detailed case documentation throughout the claims lifecycle and collaborated with cross-functional teams on complex fraud cases, exceptions, quality, and compliance matters.
- Used data analysis and fraud detection techniques to identify trends, mitigate losses, and recommend operational improvements; supported customers in English and Spanish.
Production Specialist | Flood Insurance Operations
Bank of America / Balboa Insurance
Phoenix
07.2009 - 07.2010
- Researched flood insurance disputes, loan and property data, flood zone information, and supporting documentation to determine validity and maintain compliance with lender and insurance requirements.
- Monitored exceptions and map changes, updated systems of record, coordinated follow-up, and maintained accurate, audit-ready documentation within service levels.
Mortgage Specialist | Home Equity Lending
Bank of America
Chandler
03.2004 - 07.2009
- Managed residential mortgage and home equity files from application through funding; reviewed credit, income, appraisal, flood, closing, and supporting documents for accuracy and completeness.
- Resolved documentation discrepancies, coordinated with internal and external partners, maintained system records, and supported compliant, timely closing and funding.
Mortgage Collections / Merchant Services / Small Business Specialist
Bank of America
Phoenix
07.1996 - 03.2004
- Managed merchant, government, commercial card, and small business accounts; researched account histories, analyzed financial records, negotiated payment arrangements, and addressed delinquency and payment issues.
- Performed collections in accordance with FDCPA and company requirements, maintained accurate case records, identified risk trends, supported system issues, and trained new associates.
Skills
- Investigations & Case Management, Transaction / Account Activity Analysis, Root Cause Analysis, Detailed Case Documentation
- Risk Identification & Escalation, Fraud & Claims Research
- Regulatory & Policy Compliance, Quality Control & Audit Readiness
- Payment Research & Reconciliation, Executive & High-Risk Escalations
- Cross-Functional Partnership & Reporting
- Productivity: Microsoft Excel, Word, and Outlook, Synergy, CTR, BOSS,OMNI, TSYS, Interact, and Lexis Nexis, CEW,PIX, VROL
- Leadership: Subject Matter Expert support; training; mentoring; peer development; stakeholder communication
- Languages: English and Spanish
Timeline
Officer, Client Advocate | Executive Escalations (CARE)
Bank of America
10.2024 - Current
Sr. Claims Analyst | Payment Research ATM Debit
Bank of America
10.2022 - 01.2024
Claims Analyst III | Credit Balance Refunds, Back Office
Bank of America
07.2013 - 10.2019
Fraud Claims Analyst | ATM & Debit Card Claims, Spanish Team
Bank of America
07.2010 - 04.2013
Production Specialist | Flood Insurance Operations
Bank of America / Balboa Insurance
07.2009 - 07.2010
Mortgage Specialist | Home Equity Lending
Bank of America
03.2004 - 07.2009
Mortgage Collections / Merchant Services / Small Business Specialist
Bank of America
07.1996 - 03.2004