Evelyn Huerta
Maricopa,AZ
Summary
Detail-oriented with a strong background in analyzing transactional data, mitigating first-party and third-party fraud, and resolving complex customer disputes. Expert in executing Regulation E and Z compliance while maintaining high CSAT scores. Skilled at balancing risk mitigation with frictionless customer advocacy.
Overview
12
12
years of professional experience
Work History
Senior Fraud & Claims Operations Representative
Wells Fargo
Chandler, AZ
03.2015 - 04.2026
- Investigation & Case Management: Researched and resolved high-complexity fraud claims and disputes across multiple account types, applying sound independent judgment to categorize losses and assign accountability.
- Risk Mitigation: Protected both the customer and Wells Fargo by proactively identifying risk patterns, applying necessary account controls (holds/flags), and mitigating financial loss.
- Subject Matter Expertise (SME): Served as a primary resource for less experienced agents, providing guidance on internal policies, system navigation (Universal Workstation, CIV, PREVENT), and complex procedure interpretation.
- Customer De-escalation: Handled sensitive and challenging customer interactions with empathy, utilizing strong verbal communication to de-escalate concerns, gather claim details, and build rapport.
- Compliance & Reporting: Documented findings in audit-ready written narratives and ensured all claim activities complied with internal standards and federal regulations (e.g., Regulation Z).
- Continuous Improvement: Identified gaps in bank processes or procedural decisions and provided actionable recommendations to management to enhance the overall fraud prevention workflow.
Temp Worker
Aerotek
Tempe, Arizona
10.2014 - 03.2015
- Experience working Debit Card claims AND Pin and/or ACH claim
- Knowledge and understanding of Wells Fargo Claim systems: DAT, VISA, CIV, and HOGAN
- Bilingual speaking proficiency in Spanish/English
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
- Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
- Excellent verbal, written, and interpersonal communication skills
- Strong analytical skills with high attention to detail and accuracy
- Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
- Ability to work effectively in a team environment and across all organization levels, where flexibility, collaboration, and adaptability are important
- Customer service focus with the ability to listen to customer needs and recommend solutions
Education
Some College (No Degree) -
Arizona Western College
Yuma, AZCertificate - Culinary Arts
Le Cordon Bleu College of Culinary Arts - Scottsdale
Scottsdale, AZ12-2012
High School Diploma -
Kofa High School
Yuma, AZ06-2008
Skills
- Advanced Investigation & Forensics
- Data Analytics & Tooling
- Regulatory Compliance
- Fraud Typology Expertise
- Complex Negotiation & Empathy
- Decision-Making under Uncertainty
- Fraud Detection & Investigation
- Claims Management
- Risk Assessment
- Regulatory Compliance
- Operational efficiency
Languages
Spanish
Professional Working
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo
03.2015 - 04.2026
Temp Worker
Aerotek
10.2014 - 03.2015
Certificate - Culinary Arts
Le Cordon Bleu College of Culinary Arts - Scottsdale
High School Diploma -
Kofa High School
Some College (No Degree) -
Arizona Western College