ELVIRA BATALLA
SALT LAKE CITY
Summary
I am currently seeking new employment with a great company that offers great benefits as well as room for growth, development and job security. I have over 17 years of Financial Risk Analysis experience in a variety of fraud fields and customer service experience. I am self-motivated, hard working and reliable. I work well in a fast pace environment and have the ability to work well under pressure, with limited supervision.
Overview
17
17
years of professional experience
Work History
Transaction Fraud Analyst
Deserve INC
11.2021 - Current
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to prevent identity theft.
- Implemented internal controls to maintain integrity and accuracy of financial records.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Pull SQL queries to review a high-volume data for high fraud events, changed personal information, and/or new accounts.
- Reviewed a high volume of transactional data to identify fraudulent behavior.
- Reviewed policy violations and possible fraud accounts sent over from customer service.
Fraud Prevention Specialist
Fetch Rewards
03.2021 - 09.2021
- Analyzed receipts and data through tools such as Excel and/or Google Sheets to find patterns of fraud.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of fraud.
- Performed in-depth research and investigations and recommended strategies to resolve problems and prevent further concerns.
- Identified different types of counterfeit receipts
- Identify activity and patterns indicative of fraudulent behavior based on manual review and data analysis.
- Performed audit reviews on receipts and reports
Fraud Analyst
Populus /StubHub
05.2017 - 06.2019
- Accurately documented, researched and resolved customer service issues.
- Managed customer chats effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
- Reviewed customers online accounts to determine possible fraud or account take over.
- Reviewed customers accounts to determine the legitimacy of the account and account holder.
- Chargeback reviews for credit card transactions
- Monitored cases and reports daily
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Fraud Investigator
AMERICAN EXPRESS
09.2015 - 01.2017
- Performed Enhanced Due Diligence Reviews, Escalated Fraud Reviews, as well as tracking keeping up with the Fraud Log of any losses or recoveries.
- Performed Customer Education Fraud Research reviews for wire transfers, HYSA and CD Accounts.
- Performed Hold Harmless requests in attempt to recover funds.
- Monthly PEP account reviews.
- OFAC reviews
- Acted as active TL while my colleges were out of the office for a longer period of time.
Fraud Analyst
AMERICAN EXPRESS BANK FSB
01.2014 - 09.2015
- Reviewed HYSA and CD accounts to ensure that the true had customer applied.
- Verified transactions to make sure the accounts hadn't been compromised.
- Took inbound calls and made out bound calls when needed.
- Minimize potential loss to the company by gathering and analyzing pertinent data.
- Provide excellent customer service to our customers as well as external bank colleges, while navigating in multiple computer systems and screens.
- Assist victims with identity theft Identify & fraud.
- Completed daily reports that requested information on the accounts to be updated, restrictions that needed to be lifted, fraud cases that needed created and after hour call backs or requests pertaining to activity on a customers account.
- Assisted the Fraud Investigators with Enhanced Due Diligence Reviews when they were back logged.
- Trained peers within my team, the AECB & FSB Board of Director & Director Of Risk Management on how to process fraud referrals.
- Updated Fraud Procedures.
Credit Card Fraud Analyst
AMERICAN EXPRESS
04.2011 - 02.2014
- Assisted with Credit Card replacements for lost or stolen cards via DHL and UPS.
- Analyzed credit card transactions and statements to determining if true credit card fraud exists.
- Identify fraud trends and assisted victims with identity theft.
- Investigated and resolved customer inquiries and complaints in a timely.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- While navigating in multiple computer systems.
Fraud Investigator
KELLY SERVICES/AMERICAN EXPRESS
09.2007 - 04.2011
- Took Live encashment calls for American Express Traveler's Cheques that had been reported lost, stolen, altered or counterfeit.
- Processed Fraud claims for Traveler's Cheques that were reported lost or stolen. While performing a thorough investigation.
- Counterfeit keyed, Crossed trained in the PCRP process, ACH requests, VC stop payments, TC encoding, Refund Fees, Training test claims, Opt out, refund by Fax and B.O.L.O for gift card.
Education
HIGH SCHOOL DIPLOMA -
Horizonte Instruction & Training
Salt Lake City, UTSkills
- Working knowledge of Federal Regulation requirements for financial institutions
- Self-motivated
- Strong verbal communication skills
- Conflict resolution
- Extremely organized
- Risk management processes and analysis
- Customer-oriented
- High level of accuracy
- Fast learner
- Practices due diligence
- Works well in a fast pace environment and under pressure
Timeline
Transaction Fraud Analyst
Deserve INC
11.2021 - Current
Fraud Prevention Specialist
Fetch Rewards
03.2021 - 09.2021
Fraud Analyst
Populus /StubHub
05.2017 - 06.2019
Fraud Investigator
AMERICAN EXPRESS
09.2015 - 01.2017
Fraud Analyst
AMERICAN EXPRESS BANK FSB
01.2014 - 09.2015
Credit Card Fraud Analyst
AMERICAN EXPRESS
04.2011 - 02.2014
Fraud Investigator
KELLY SERVICES/AMERICAN EXPRESS
09.2007 - 04.2011
HIGH SCHOOL DIPLOMA -
Horizonte Instruction & Training
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