Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Howard Caraballo

Tampa

Summary

Analytical, results-oriented senior fraud investigator with a strong background in research and investigating financial fraud with a history of success in excelling in relationship building, account management, and technology management. Resourceful professional with a comprehensive understanding of support practices and possess excellent analytical, time management, organizational, and communication skills. Able to interpret allegations, collect relevant data, conduct investigative interviews, draw sound conclusions, and develop significant case summaries and reports. Talent for establishing trust and reliable relationships, serving as a trusted resource for employees to escalate concerns. Skillfully escalated identified business issues during investigations, collaborating with various units. Expert at conducting thorough investigations of serious client misconduct.

Overview

18
18
years of professional experience

Work History

Fraud Protection Specialist

Suncoast Credit Union
09.2024 - Current
  • Collaborate with cross-functional teams to enhance protection policies and procedures.
  • Analyze customer behavior during member interviews to identify and respond to potential financial exploitation, elder abuse and/or fraud incidents.
  • Work with Data and Risk Analytics to provide meaningful solutions to meet client needs.
  • Provide internal support chat
  • Researched and analyze accounts on behalf of members and internal staff
  • Process error corrections and restriction removal requests.
  • Assist fraud investigations with resolving non complex cases of fraud including check fraud, new account fraud, debit and credit card fraud, teller transactions, check kiting, identity theft, and other suspicious activity


Fraud and Disputes Account Supervisor

Capital One
01.2018 - Current
  • Manage complex investigations to evaluate varied levels of fraud risk by conducting thorough research and analysis of account activities.
  • Evaluate documents received from merchants to determine the legitimacy of customer claims, facilitating the final decision of each case.
  • Process chargebacks, holding merchants responsible for the absence of compelling evidence or providing insufficient information.
  • Documented lost/stolen reports for victims of fraud or identity theft, contributing to a comprehensive record of incidents.
  • Scrutinized claim information, investigating discrepancies in valid transactions unrelated to fraud, and taking necessary steps to resolve issues by processing the removal of provisional credits.
  • Initiated fraud and dispute cases received from customers through inbound calls and issued provisional credits.
  • Successfully mitigated escalated concerns by addressing internal partners' issues with enhanced verification methods.
  • Validated customer information through meticulous use of public records and cross-referenced victim statements, uncovering fraudulent applications associated with identity theft.
  • Achieved the ROAR award by seamlessly managing multiple projects, and meeting and exceeding productivity goals.
  • Identified and reported first-party fraud/friendly fraud cases to internal departments, facilitating thorough reviews and potential account closures to mitigate further risks.
  • Retrieved documentation and financial information related to fraud and submitted case filings for pre-arbitration using Visa Resolve Online (VROL) or MasterCard (Mastercom).
  • Successfully completed ongoing trainings on AML, BSA, Patriot Act, OFAC and Code of Ethics in order to stay in compliance with the Bank’s policies.

Research and Adjustments Representative II

Bank Of America
01.2009 - 01.2017
  • Addressed and resolved research and adjustment inquiries in adherence to the bank's practices and procedures; investigated daily incoming inquiries, reconciled discrepancies, and responded to service requests promptly.
  • Produced reports and executed tests to rectify system errors related to customer applications.
  • Developed spreadsheets for recording trend analysis to meet future research needs.
  • Gathered information, articulated, analyzed, and identified accounting entries, ensuring the maintenance of internal financial/operational controls for assigned files.
  • Validated cases, initiating necessary investigations to enhance accuracy and integrity while maintaining strict security guidelines.
  • Supported financial centers and internal partners in resolving complex issues that remained unresolved through standard procedures.
  • Elevated customer protection by introducing measures that effectively recognized and protected victims of financial exploitation and/or elderly abuse.
  • Investigated unusual patterns or inconsistencies in a customer's financial activities, detecting and preventing potential money laundering, among other illicit activities and submitting Suspicious Activity Reports (SARS) when necessary.

Small Business Specialist – Customer Support

Bank Of America
01.2008 - 01.2009
  • Oversaw and maintained customer accounts, offering valuable product/service recommendations to enhance customer satisfaction.
  • Functioned as the primary point of contact for account opening/closing and administering service-related issues.
  • Delivered top-tier customer support, devising solutions for intricate or escalated issues, fielding a high volume of incoming phone calls, instant messaging, and emails within a dynamic call center environment.
  • Boosted client retention and contributed to substantial revenue growth by proactively identifying and addressing unmet client needs, fostering deeper relationships, and implementing effective strategies to prevent non-credit loss and fraud.
  • Achieved a balanced approach to sales performance, operational risk, and client relationships.
  • Served as a liaison for clients navigating the bank, connecting with various client team business partners, and engaging with support centers.

Education

Data Analytics - Excel, SQL, Python and Tableau

Course Careers
07-2026

General Course Work -

University of Tampa
Tampa, FL

Skills

  • Fraud analysis proficiency
  • Data-driven process enhancement
  • Data analysis
  • Activity monitoring and reporting
  • Client engagement strategies
  • Account management
  • Effective conflict resolution
  • Payments & Transactions
  • Regulation E compliance
  • Conflict Resolution
  • Payments & Transactions
  • Regulation E

Accomplishments

  • Safeguarded account integrity and customer identity, preventing unauthorized compromises and bolstering security measures.
  • Acknowledged by both management and peers for consistently meeting SLAs and maintaining high-quality standards in case completion.
  • Appointed as a subject matter expert (SME) to facilitate seamless onboarding and role comprehension for new hires.
  • Maintained a high level of confidentiality while monitoring accounts for suspicious activities.

Languages

Spanish
Native or Bilingual

Timeline

Fraud Protection Specialist

Suncoast Credit Union
09.2024 - Current

Fraud and Disputes Account Supervisor

Capital One
01.2018 - Current

Research and Adjustments Representative II

Bank Of America
01.2009 - 01.2017

Small Business Specialist – Customer Support

Bank Of America
01.2008 - 01.2009

Data Analytics - Excel, SQL, Python and Tableau

Course Careers

General Course Work -

University of Tampa

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Howard Caraballo