Erica Sanchez
Costa Mesa,California
Summary
Seasoned financial services professional with 20+ years of experience across card operations and general ledger functions, including 8 years specializing in fraud prevention and investigations. Proven leader with 3 years of supervisory experience, skilled in team development, risk mitigation, regulatory compliance, and operational excellence. Recognized for sound judgment, cross-functional collaboration, and driving effective fraud controls while maintaining exceptional customer experience.
Overview
20
20
years of professional experience
Work History
Member Account Protection Supervisor
Wescom Financial
04.2023 - 12.2025
- Oversaw daily fraud prevention and member account protection operations, ensuring compliance with regulatory requirements, internal policies, and risk controls.
- Led and mentored a high-performing team responsible for detecting, investigating, and resolving fraudulent transactions, disputes, and high-risk account activity.
- Evaluated escalated fraud and risk cases, applying sound, risk-based decisions to protect member assets while maintaining operational efficiency.
- Partnered cross-functionally with Card Services, Digital Channels, Finance, leadership, and external vendors to strengthen fraud mitigation strategies and service delivery.
- Directed daily departmental operations to ensure efficient workflows, timely case resolution, and adherence to quality and compliance standards.
- Designed and implemented process improvements that reduced errors, streamlined workflows, and enhanced productivity.
- Developed and delivered training programs; conducted performance evaluations, coaching, and development planning to support employee growth and retention.
- Fostered a collaborative, high-performing work environment through clear expectations, open communication, conflict resolution, and recognition initiatives.
- Enhanced fraud reporting, monitoring, and control procedures to mitigate losses and support data-driven decision-making.
- Led compliance initiatives aligned with industry regulations and company policies, ensuring audit readiness and operational integrity.
- Managed daily and month-end General Ledger reconciliations, including provisional credit, suspense, chargeback, and loss GL accounts.
- Investigated and resolved GL discrepancies and out-of-balance conditions, minimizing financial risk and supporting timely financial close.
- Trained and cross-trained team members to independently manage daily and month-end GL balancing, strengthening operational continuity.
- Collaborated with leadership to drive continuous improvement initiatives and align departmental goals with organizational objectives.
Card Services Supervisor
Wescom Central Credit Union
07.2022 - 04.2023
- Assisted with training and development of team members.
- Trained in general ledger balancing
- Handled member complaints and inquiries.
- Monitored team's performance and gave feedback when necessary.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Offered advice and assistance to members, paying attention to special needs or wants.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Sr. Fraud Analyst
Wescom
06.2018 - 07.2022
- Analyzed transaction data and system-generated reports to identify suspicious activity, fraud trends, and anomalies.
- Reviewed individual transactions and large data sets to detect, prevent, and limit potential fraud losses.
- Contacted members to notify them of fraudulent activity, minimize impact, and provide resolution support.
- Conducted thorough fraud investigations by gathering and analyzing evidence, including financial records, statements, and audio documentation.
- Interviewed members to obtain critical details and document findings in clear, comprehensive investigative reports.
- Maintained accurate fraud and loss statistics; prepared reports to inform management of trends and potential exposure.
- Collaborated with Card Services, Electronic Services, Risk Management, and external partners to implement fraud prevention measures.
- Researched and monitored emerging fraud threats, tools, vendor solutions, and fraud forums; provided recommendations to management.
- Coordinated with local law enforcement and other financial institutions when required to support investigations.
- Implemented and enforced fraud prevention rules and controls to reduce losses and strengthen detection.
- Delivered professional, empathetic member service while managing sensitive fraud-related situations.
- Demonstrated strong critical thinking, adaptability, and effectiveness in a fast-paced, deadline-driven environment.
Card Services Representative II
Wescom CU
03.2006 - 06.2018
- Oversaw daily fraud prevention and member account protection operations, ensuring compliance with regulatory requirements, internal policies, and risk controls.
- Led and mentored a high-performing team responsible for detecting, investigating, and resolving fraudulent transactions, disputes, and high-risk account activity.
- Evaluated escalated fraud and risk cases, applying sound, risk-based decisions to protect member assets while maintaining operational efficiency.
- Partnered cross-functionally with Card Services, Digital Channels, Finance, leadership, and external vendors to strengthen fraud mitigation strategies and service delivery.
- Directed daily departmental operations to ensure efficient workflows, timely case resolution, and adherence to quality and compliance standards.
- Designed and implemented process improvements that reduced errors, streamlined workflows, and enhanced productivity.
- Developed and delivered training programs; conducted performance evaluations, coaching, and development planning to support employee growth and retention.
- Fostered a collaborative, high-performing work environment through clear expectations, open communication, conflict resolution, and recognition initiatives.
- Enhanced fraud reporting, monitoring, and control procedures to mitigate losses and support data-driven decision-making.
- Led compliance initiatives aligned with industry regulations and company policies, ensuring audit readiness and operational integrity.
- Managed daily and month-end General Ledger reconciliations, including cash advance, payment, provisional credit, suspense, chargeback, and loss GL accounts.
- Investigated and resolved GL discrepancies and out-of-balance conditions, minimizing financial risk and supporting timely financial close.
- Trained and cross-trained team members to independently manage daily and month-end GL balancing, strengthening operational continuity.
- Collaborated with leadership to drive continuous improvement initiatives and align departmental goals with organizational objectives.
Education
Associate of Arts - Theology
FreedomHouse Bible College
Fullerton, CA06.2025
High School Diploma -
Mountain VIew High School
Santa Ana, CA06.1999
Skills
- Proficient in Microsoft Applications(Word, Excel, PowerPoint, Outlook) and internet
- Knowledgeable in Defense Edge, Spend Trend, Data Choice, FDR, Symitar, First Disputes, First Track, 3D secure
- Courteous with Strong Service Mindset
- Active Listening Skills
- Work well independently
- Performance Feedback
- Employee Motivation
- Spanish Fluency
- Fraud Detection & Prevention
- Transaction Monitoring & Analysis
- Fraud Investigations & Case Management
- Risk Assessment & Mitigation
- Dispute & Chargeback Processing
- Loss Prevention Strategies
- Regulatory & Compliance Adherence
- Identity Theft Resolution
- Debit & Credit Card Operations
- Card Network Rules (Visa/Mastercard)
- General Ledger Reconciliation
- Account Analysis & Balancing
- Financial Controls & Accuracy
- Posting, Adjustments & Exception Handling
- End-of-Day & Month end Process
- Team Leadership & Supervision
- Coaching, Mentoring & Performance Management
- Workflow & Queue Management
- Policy & Procedure Enforcement
- Quality Assurance & Auditing
- Cross-Functional Collaboration
- Data Analysis & Trend Identification
- Root Cause Analysis
- Process Improvement & Documentation
- Risk Reporting & Metrics Tracking
- Attention to Detail & Accuracy
- Strong Decision-Making
- Time Management & Prioritization
- Clear Written & Verbal Communication
- Confidentiality & Ethical Judgment
- Customer Advocacy & De-escalation
Languages
Spanish
Native or Bilingual
Timeline
Member Account Protection Supervisor
Wescom Financial
04.2023 - 12.2025
Card Services Supervisor
Wescom Central Credit Union
07.2022 - 04.2023
Sr. Fraud Analyst
Wescom
06.2018 - 07.2022
Card Services Representative II
Wescom CU
03.2006 - 06.2018
Associate of Arts - Theology
FreedomHouse Bible College
High School Diploma -
Mountain VIew High School