Holly McQuay
Boerne,TX
Summary
A hard-working, dedicated individual who cares about members’ protection and has exceptional attention to detail looking to secure a Fraud Detection Specialist Senior position with USAA.
Overview
10
10
years of professional experience
Work History
Fraud Detection Analyst II SME
USAA
San Antonio, TX
06.2022 - Current
- Currently in helpline support assisting all fraud member service reps in questions
- Took on a trainer role, providing SME support to new hires while in training
- Facilitated training class overseeing 5-10 trainees
- Conducted in-depth review of member profiles and accounts for suspicious activity, including validating transactions and account reconciliation
- Ensures financial security to members by conducting inbound and outbound calls to assist with suspicious activity on members accounts
- Reviewed Reg-E calls to ensure that policies and compliance procedures are being followed.
Bank Sales and Service Contact Service Representative Level II
USAA
San Antonio, TX
02.2022 - 06.2022
- Act as primary point of contact for members
- Established high levels of member satisfaction and demonstrates commitment to quality through member interactions
- Follows written risk and compliance policies, standards, and procedures for business activities
- Ensures compliance with all state and federal regulations regarding customer confidentiality.
- Delivered exceptional customer service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Responded proactively and positively to rapid change
WARRANTY/CUSTOMER ADVOCACY
ENDURAPLAS
Converse , TX
07.2021 - 01.2022
- Performed research on warranties and prepared warranty papers and documents and maintained all warranty documents according to distributor and manufacturing requirement
- Reviewed all warranty claims
- Monitored all customer inquiries and requests
- Assisted customers and ensured customer satisfaction
- Ensured compliance to all warranty specifications.
- Responded proactively and positively to rapid change
- Maintained up-to-date knowledge of product and service changes
TITLE PROCESSOR
PLATINUM TITLE PARTNERS
San Antonio, Texas
03.2021 - 06.2021
- Assisted escrow department with customer service and administrative duties related to escrow closings
- Prepared documents for closing and managed complete disbursement and follow up of all escrow transactions
- Processed opening orders, initiated file set up, allocated funds, and wrote transmittals for funds and documents for escrow process
- Compiled data based on research techniques and statistical compilations
- Provided efficient customer service by speaking with borrowers regarding finances.
- Examined land records and identified potential problems with title search results
- Resolved complex title issues by working closely with underwriters, attorneys, and other stakeholders to provide accurate information
LOAN PROCESSOR
SOLOMON EDWARDS
San Antonio, TX
12.2020 - 01.2021
- Handled members home loans, conventional, VA and Refinance loans
- Communicated with members about process and timeframe for their specific loan
- Assisted loan processors in ordering appraisals, chasing titles for loans, moving close date out
- Trained new hires on procedures to provide better understanding of how to correctly process out loans.
- Supervised loan personnel and motivated to maintain customer service and performance standards
- Improved loan processing efficiency by streamlining documentation and communication procedures
CUSTOMER SERVICE REPRESENTATIVE
SECURITY STATE BANK AND TRUST
Fredericksburg , TX
10.2019 - 10.2020
- Was responsible for working reports for all 16 branch locations and performing all end of day reporting
- Informed customers on billing procedures, processed payments and helped set up payment options
- Consulted with customers to determine best methods to resolve service and billing issues
- Communicated with supervisors to resolve customer concerns and addressed customer service inquiries quickly and accurately
- Conducted special service and account transactions for customers, including placing stop payment orders
- Researched and resolved customer issues on personal savings, checking and line of credit accounts
- Trained on providing back up for customer service department supervisor
- Assisted in training customer service department in procedures for corrections and reports
- Disputed fraudulent transactions and placed stop payments for future charges
- Identified fraudulent checks and submitted them back to the sending bank.
- Provided primary customer support to internal and external customers
- Improved customer trust by effectively resolving disputes related to suspected fraudulent transactions or false alarms
- Reduced instances of fraud by proactively identifying patterns and trends in fraudulent activities
- Maintained a high level of knowledge about emerging fraud schemes, enabling proactive response to potential threats
- Produced detailed reports of fraud investigations and presented findings to senior management
- Performed thorough investigations of suspicious transactions, leading to the successful recovery of stolen funds.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
CUSTOMER SERVICE REPRESENTATIVE
SECURITY STATE BANK AND TRUST
Fredericksburg, TX
10.2014 - 05.2015
- Was responsible for working reports for all 16 branch locations and performing all end of day reporting
- Informed customers on billing procedures, processed payments and helped set up payment options
- Consulted with customers to determine best methods to resolve service and billing issues
- Communicated with supervisors to resolve customer concerns and addressed customer service inquiries quickly and accurately
- Conducted special service and account transactions for customers, including placing stop payment orders
- Researched and resolved customer issues on personal savings, checking and line of credit accounts
- Trained on providing back up for customer service department supervisor
- Assisted in training customer service department in procedures for corrections and reports
- Disputed fraudulent transactions and placed stop payments for future charges
- Identified fraudulent checks and submitted them back to the sending bank.
Provided primary customer support to internal and external customers - Improved customer trust by effectively resolving disputes related to suspected fraudulent transactions or false alarms
- Reduced instances of fraud by proactively identifying patterns and trends in fraudulent activities
- Maintained a high level of knowledge about emerging fraud schemes, enabling proactive response to potential threats
- Produced detailed reports of fraud investigations and presented findings to senior management
- Performed thorough investigations of suspicious transactions, leading to the successful recovery of stolen funds.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Education
Diploma -
FREDERICKSBURG HIGH SCHOOL
Fredericksburg, TX06.2014
Skills
- Organized and detailed
- Collaboration and problem-solving
- Critical thinking and analytical skills
- Conflict resolution
- Public relations
- Proficient in using Microsoft power point, Word, and ExceL
- Investigative interviewing
- Leadership skills and qualities
- Team building
- Proficient in using DSB Sessions
- Management skills
- Effective Communication
Timeline
Fraud Detection Analyst II SME
USAA
06.2022 - Current
Bank Sales and Service Contact Service Representative Level II
USAA
02.2022 - 06.2022
WARRANTY/CUSTOMER ADVOCACY
ENDURAPLAS
07.2021 - 01.2022
TITLE PROCESSOR
PLATINUM TITLE PARTNERS
03.2021 - 06.2021
LOAN PROCESSOR
SOLOMON EDWARDS
12.2020 - 01.2021
CUSTOMER SERVICE REPRESENTATIVE
SECURITY STATE BANK AND TRUST
10.2019 - 10.2020
CUSTOMER SERVICE REPRESENTATIVE
SECURITY STATE BANK AND TRUST
10.2014 - 05.2015
Diploma -
FREDERICKSBURG HIGH SCHOOL
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