Elizabeth Ruiz
San Antonio,TX
Summary
Dynamic professional with over a decade of customer service experience and seven years of specialized expertise in banking operations, industry environments, and fraud detection. Demonstrates exceptional client support while effectively identifying and mitigating risks to ensure operational integrity. Thrives in fast-paced, high-responsibility settings, consistently maintaining accuracy and reliability. Renowned for strong attention to detail and a steadfast commitment to operational excellence, driving continuous improvement and client satisfaction.
Overview
12
12
years of professional experience
Work History
Fraud Specialist II - High Risk Queue
JPMorgan Chase
San Antonio, TX
12.2025 - 01.2026
- Investigated and analyzed fraudulent activities using advanced data analytics tools.
- Developed reports for senior management, highlighting trends in fraudulent behaviors.
- Assisted with approving or denying pended wire transactions $1-$1 Million+
- Investigated and Asked questions to ensure the transaction was valid.
- Submitted EVP and Suspicious Referral reports when needed.
Fraud Hot Line- Electronic Money Movement
JPMorgan Chase
San Antonio, TX
09.2025 - 12.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Handled calls in a timely manner.
- Assisted with filing fraud reports.
- Asked questions and built rapport and determined fraudulent activities.
Credit Card Fraud Analyst
JPMorgan Chase
San Antonio, TX
06.2025 - 09.2025
- Developed and implemented strategies to enhance fraud detection systems and reduce risk exposure.
- Conducted thorough reviews of credit card applications for suspicious activity or discrepancies.
- Prepared detailed reports on fraud incidents for senior management review, highlighting trends and insights.
- Enhanced fraud prevention protocols by staying current on industry trends and best practices.
- Improved customer satisfaction by promptly addressing and resolving fraud-related inquiries.
Fraud Specialist I
JPMorgan Chase
San Antonio, TX
09.2024 - 06.2025
- Responsible for answering incoming phone calls related to suspected fraud and unauthorized transactions, assisting customers with filing claims, and providing accurate information about the status of existing claims.
- Serve as the first point of contact for customers reporting suspected fraudulent activity, handling high-volume inbound calls with professionalism and empathy.
- Accurately file fraud claims across various account types, ensuring all relevant information is documented per regulatory and company guidelines.
- Provide timely updates and answer customer inquiries regarding the status of existing claims, maintaining a strong focus on clarity and customer satisfaction.
- Collaborate with internal fraud investigations and customer service teams to ensure proper follow-through and resolution of cases.
- Maintain detailed and confidential records of all interactions and actions taken, contributing to accurate case tracking and reporting.
- Consistently meet or exceed performance metrics related to call handling, claim accuracy, and customer experience.
Member Service Specialist
Randolph Brooks Federal Credit Union
San Antonio, TX
03.2020 - 04.2024
- Handled daily banking transactions including deposits, withdrawals, transfers, and payments while delivering exceptional customer service in a fast-paced environment.
- Accurately balanced cash drawers, maintained transaction records, and adhered to all bank policies and regulatory compliance standards.
- Assisted customers with account inquiries, resolved issues efficiently, and promoted bank products and services to meet client needs and support branch growth.
- Resolved concerns with products or services to help with retention and drive sales.
- Completed over 15 training courses every quarter and worked effectively under high-pressure client services environments.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Established over 20 new memberships by opening accounts each month.
- Opened additional accounts such as CDs and Money Markets.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Trained staff on operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met and exceeded daily and monthly sales goals.
- Opened and closed the branch as a Teller Supervisor.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Gathered information on certain topics and hosted 2 meetings at the branch each quarter.
Personal Banker
International Bank of Commerce
San Antonio, TX
12.2018 - 04.2020
- Handled daily banking transactions including deposits, withdrawals, transfers, and payments while delivering exceptional customer service in a fast-paced environment.
- Accurately balanced cash drawers, maintained transaction records, and adhered to all bank policies and regulatory compliance standards.
- Assisted customers with account inquiries, resolved issues efficiently, and promoted bank products and services to meet client needs and support branch growth.
- Promoted financial products by maintaining excellent service offering knowledge.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Established 1 new account for high net worth individuals and serviced existing accounts to maximize revenue.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Cross-sold bank products and services to meet customer needs and provide options.
- Greeted customers and delivered information about new account processes.
- Explained account terms and conditions to customers.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Verified customer identity and reviewed documentation for accuracy.
- Maintained customer records and updated account information.
- Provided customers with additional information regarding account services.
Food Server
Henry’s Puffy Tacos
San Antonio, TX
01.2016 - 06.2017
- Experienced and customer-focused restaurant server with a proven ability to provide exceptional dining experiences in fast-paced environments.
- Adept at multitasking, maintaining a positive attitude under pressure, and delivering outstanding service that enhances customer satisfaction and encourages repeat business.
- Greet guests promptly and warmly, ensuring a welcoming atmosphere.
- Present menus, explain daily specials, and answer questions regarding food and beverage items.
- Take accurate food and drink orders and enter them into the point-of-sale (POS) system.
- Deliver orders efficiently, checking back to ensure guest satisfaction and address any concerns.
- Collaborate with kitchen and bar staff to ensure timely and accurate order preparation.
- Upsell menu items and promote specials to maximize sales and enhance guest experience.
- Monitor tables, refill drinks, clear plates, and provide attentive service throughout the dining experience.
- Process payments accurately and efficiently; handle cash and credit transactions.
- Follow health and safety regulations and maintain cleanliness of dining areas.
Customer Service Representative
Regal Cinemas
San Antonio, TX
11.2013 - 12.2015
- Provided exceptional customer service in a fast-paced movie theater environment, starting in concessions and advancing to box office operations.
- Handled food and beverage sales, ticket transactions, and theater maintenance with a focus on creating a clean, friendly, and welcoming experience for all guests.
- Assisted guests at the concessions stand by preparing and selling food and beverages while maintaining cleanliness and adhering to health and safety standards.
- Promoted theater specials and upsold concession items to increase sales.
- Operated box office systems to sell tickets, process refunds, and provide movie information with speed and accuracy.
- Balanced cash drawers and maintained accurate financial transactions.
- Provided prompt and courteous assistance to resolve customer inquiries or concerns.
- Ensured theater auditoriums were clean and ready for guests by sweeping floors, disposing of trash, and checking for maintenance needs between showtimes.
- Collaborated with team members to maintain lobby cleanliness and support overall theater operations.
- Demonstrated flexibility by cross-training in multiple departments and adapting to changing business needs.
Education
High School Diploma -
Brackenridge High School
San Antonio, TX06.2015
Skills
- Data entry proficiency
- Account Maintenance
- Relationship Building
- Member relations
- Complaints Management
- Complaint Handling
- Policy understanding
- Payment management
- Exceptional communication
- Service Sales
- Customer Engagement
- Fraud prevention
- Anti-fraud systems
- Transaction monitoring
- Investigation techniques
Timeline
Fraud Specialist II - High Risk Queue
JPMorgan Chase
12.2025 - 01.2026
Fraud Hot Line- Electronic Money Movement
JPMorgan Chase
09.2025 - 12.2025
Credit Card Fraud Analyst
JPMorgan Chase
06.2025 - 09.2025
Fraud Specialist I
JPMorgan Chase
09.2024 - 06.2025
Member Service Specialist
Randolph Brooks Federal Credit Union
03.2020 - 04.2024
Personal Banker
International Bank of Commerce
12.2018 - 04.2020
Food Server
Henry’s Puffy Tacos
01.2016 - 06.2017
Customer Service Representative
Regal Cinemas
11.2013 - 12.2015
High School Diploma -
Brackenridge High School