Erina Fonseca
Germantown,MD
Summary
Energetic and organized with knack for leadership and problem-solving. Well-versed in strategic planning and operational efficiency, along with strong analytical and communication skills. Overseas the Card and Fraud department and responsible for preparing and presenting monthly reports related to cases reported and fraud trends and mitigation strategies to senior management. Over 15 years of experience in the financial bank industry with extensive knowledge of various payments systems, including M2M, Zelle, Bill Payment, Automatic Clearing House Payment, checks and Wire transfers.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Sr. Card and Fraud Manager
IDB Global Federal Credit Union
02.2015 - Current
- Responsible for maintaining the debit card portfolio and promoting products.
- Develops and implemented several projects including card conversion through a CORE conversion and implemented instant issuance card product.
- Maintains professional, organized, and safe environment for employees and patrons.
- Identify and present new product ideas to increase customer satisfaction and improve product profitability
- Enhance customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance. I possess the ability to resolve highly complex customer disputes.
- Acts as a liaison with Fiserv card processor regarding card program administration including lost/stolen reports, disputes resolution, chargeback fraud
- Analyze transaction pattern and respond quickly to high-risk situations and make recommendations to management on appropriate actions to prevent loss.
- Oversee fraud area and build strong strategies to minimize financial losses.
- Conduct thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Collaborate with internal and external auditors to streamline the audit process and enhance effectiveness.
- Collaborate with the Marketing team to launch on a quarterly basis fraud alert, aimed at educating members about emerging fraud trends and providing proactive guidance to not fall pray of scam.
- Perform risk assessments to determine level of fraud risk and prioritize investigations.
- Comply with all applicable laws and regulations regarding fraud investigations and file SARs.
Fraud Specialist
Signal Financial Federal Credit Union
10.2008 - 01.2015
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Complied with all applicable laws and regulations regarding fraud investigations and file SARs.
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
- Prepared and present monthly fraud reports to the supervisory committee.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Fraud Specialist
Montgomery County Teachers FCU
09.1999 - 09.2008
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Oversaw daily fraud monitoring activities, ensuring continuous protection for customers.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Led training sessions for new hires on fraud detection techniques, bolstering team effectiveness.
- Collaborated with cross-functional teams to update fraud prevention strategies, ensuring alignment with industry trends.
- Coordinated with law enforcement on high-profile fraud cases, aiding in apprehension of perpetrators.
Education
No Degree - Business Administration
Montgomery College, Some
Rockville, MDSkills
- Fraud Prevention
- Collaboration with law enforcement
- Decision-making
- Team leadership
- Time management
- Staff training and development
- Verafin ( anti-money laundering software)
- Familiar with various card processor
- Familiar with various core systems
- Bilingual
Certification
- CFE [The Association of Certified Fraud Examiners] 2024 May]
Timeline
Sr. Card and Fraud Manager
IDB Global Federal Credit Union
02.2015 - Current
Fraud Specialist
Signal Financial Federal Credit Union
10.2008 - 01.2015
Fraud Specialist
Montgomery County Teachers FCU
09.1999 - 09.2008
- CFE [The Association of Certified Fraud Examiners] 2024 May]
No Degree - Business Administration
Montgomery College, Some
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