Isabel Ortega
Phoenix,USA
Summary
Detail-oriented fraud specialist with experience investigating check fraud and ATM/debit card fraud claims within high-volume financial environments. Skilled in analyzing transaction activity, identifying suspicious patterns, and resolving complex fraud cases while ensuring compliance with regulatory requirements. Proven ability to manage caseloads efficiently, communicate effectively with customers and internal teams, and support loss prevention efforts. Contributed to specialized review initiatives, including backdated case audits, to improve accuracy, strengthen controls, and enhance overall fraud detection processes.
Overview
10
10
years of professional experience
Work History
Rapid Response Team - Check Fraud Claims
Wells Fargo
Chandler, AZ
06.2025 - Current
- Investigated and processed check fraud claims by reviewing transaction histories, signatures, and supporting documentation to determine claim validity
- Collaborated with internal departments and financial institutions to resolve fraudulent activity and recover funds when possible
- Analyzed patterns of suspicious activity to identify potential fraud trends and escalate high-risk cases
- Communicated with customers to gather required information, explain claim outcomes, and provide guidance on next steps
- Ensured compliance with regulatory requirements and company policies during all stages of the claims process
- Documented case findings thoroughly in internal systems to maintain accurate records and support audit readiness
- Reduced financial losses by promptly identifying unauthorized transactions and initiating appropriate recovery actions
- Assisted in improving fraud detection procedures by providing feedback on recurring issues and process gaps
- Handled high-volume caseloads while maintaining accuracy, attention to detail, and adherence to service-level agreements.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Selected to participate in the HH50 special project, conducting in-depth reviews of check fraud cases dating back to 2015 to ensure accuracy, compliance, and proper resolution
Fraud and Claims Operations Specialist -ATM Debit Card Claims
Wells Fargo
Chandler, AZ
09.2021 - 06.2025
- Investigated ATM and debit card fraud claims by reviewing transaction data, withdrawal patterns, and card usage to determine unauthorized activity
- Verified customer claims through detailed analysis of account history, PIN-based transactions, and supporting documentation
- Coordinated with ATM networks, merchants, and financial institutions to trace fraudulent transactions and support recovery efforts
- Identified suspicious trends such as skimming, card cloning, and unauthorized withdrawals, escalating high-risk cases as needed
- Educated customers on fraud prevention measures, including safeguarding PINs and recognizing potential scams
- Documented investigative findings clearly and accurately in case management systems to support audits and regulatory reviews
- Managed a high-volume pipeline of fraud claims while meeting strict deadlines and maintaining strong attention to detail
- Initiated provisional credits and ensured timely resolution of claims in accordance with established service-level agreements
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across night, weekend, and holiday shifts.
Specialist Processor III
JPMorgan Chase
Phoenix, AZ
07.2016 - 07.2021
- Verifying negotiability of checks through customer specific instructions for processing.
- Re-associating check images to corresponding material while validating quality of images.
- Maintaining site productivity and quality standards. Lifting and moving mail trays weighing up to 35 pounds.
- Contributing to meeting team goals in addition to individual responsibilities.
- Working in all areas/departments of production as needed.
- Making judgment calls regarding routine duties but refer non-routine situations to a supervisor and/or manager.
- Training new employees on a day to day basis.
- Reviewing SOP’s and Job Aids on a daily basis.
- Working Quality Control on work going out to our customers.
- Having the ability to work alone without supervision.
Education
Associates - Business Management And Accounting
College America
Phoenix, AZ01-2016
Skills
- Fraud Investigations
- Regulation E
- Case Management
- Image Processing
- Customer Service
- Computer Skills
- Training
- Cash Handling
- Sales
- Windows
- Multitasking
- Complex problem solving
- Flexible and adaptable
- Dependable and responsible
Languages
Spanish - Intermediate
Timeline
Rapid Response Team - Check Fraud Claims
Wells Fargo
06.2025 - Current
Fraud and Claims Operations Specialist -ATM Debit Card Claims
Wells Fargo
09.2021 - 06.2025
Specialist Processor III
JPMorgan Chase
07.2016 - 07.2021
Associates - Business Management And Accounting
College America