Harriet Andrew

Work History

Truist Financial

09.2022 - 09.2023

Handled 80-100 alerts daily for new accounts while maintaining 100% penetration rate .
Maintained 100 percent accuracy rate for decision making, preventing more than 300,000 dollars loss to company.
Backed up fraud team members with secondary reviews of records related to suspected fraudulent activities making sure correct accounts are being closed due to fraud.
Identified red flags and suspicious activity, investigating patterns and typologies to develop solutions.
Collaborated positively with peers and other staff members to maintain friendly, supportive and cooperative work atmosphere.

Commerce Bank

08.2021 - 04.2022

Handle inbound and outbound calls calls regarding suspicious activity across all card products, including
Commercial and Consumer customers
Knowledgeable of regulations such as Reg E and Reg Z, as well as Visa and Mastercard network rule
Ability to identify and report trends on scams, elder or vulnerable adult financial exploitation, suspicious callers, and other situations to protect customer and bank assets
Able to monitor and process fraud detection queues and VACS account activity
Process over 800 Fraud forms monthly working night shift
Manually researched and set manual complex cases for team members
Answered fraud email box and resolved any escalated issues
Able to resolve problems/troubleshoot issues related to card transactions and/or online websites utilizing multiple systems
Process closure of compromised cards, lift holds, debit and credit cards limit increases
Complete intake for Reg E and Reg Z dispute and fraud cases for all card products
Perform other duties as assigned
Intermediate knowledge of banking products and card processing.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Randstad

10.2020 - 07.2021

Served as case manager for deceased customers and their family members, assisting them in handling wide spectrum of financial affairs across company, while liaising with business representatives
Provided consultancy/recommendations regarding decedents’ accounts after reviewing court documents
Coordinated with leadership, team members, and business partners across enterprise to identify methods to improve experience of deceased customer’s representative
Researched and keep abreast of all estate rules, policies, and procedures as well as documentation requirements across enterprise, serving as estate expert
Recognized for maintaining high-quality customer service and communicating with empathy during stressful/sensitive situations
Approved Payouts up to 50,000 per company guidelines.

GE/Synchrony Financial

09.2019 - 10.2020

Worked directly with customers who experienced fraud on their accounts, conducting analysis to confirm fraudulent activity and start fraud cases
Handled over 50 customer call per day
Reviewed transactions with cardholders, removed/place blocks on credit cards, and ensured availability of proper documentation for each account
Recommended actions based on institutional policies to resolve fraudulent activities and prevent recurrence
Performed manual labor tasks to detailed instructions from supervisors
Listened to customer requests and specifications and made suggestions to appropriately fulfill needs
Collaborated positively with peers and other staff members to maintain friendly, supportive and cooperative work atmosphere.