JAIME A. DEVARGAS
Newark,CA
Overview
7
7
years of professional experience
Work History
Disputes Specialist
Mercury
09.2023 - Current
- Improved customer satisfaction by providing prompt responses and effective resolutions to dispute cases.
- Analyzed, researched and resolved payment claims within required timeframes.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Implemented process improvements that streamlined workflows, resulting in faster resolution times for customers.
Fraud Support Operations Manager
Upstart
08.2019 - 11.2022
- Detected multiple fraud rings and generated a remediation plan with key stakeholders, resulting in over $4 million dollars saved.
- Spearhead fraud team meetings to identify improvement strategies, discuss policy updates, and answer questions.
- Oversee approximately 800 monthly cases, 500 monthly calls and all identity theft claims. Solely responsible for final investigation review and identity theft charge-off requests.
- Over 7 years of financial documentation reviewing experience including: bank statements, pay stubs, tax returns, IDs and call recordings.
- Track and analyze fraud patterns of over $1 billion dollars monthly in originated loans.
- Work cross-functionally with internal stakeholders to develop systematic identity theft processes and fraud related procedures to reduce fraudulent loan approvals.
- Revamped identity theft claim process and document requirements, resulting in a 75% decrease in response time for customers and saving company time spent on false claims, which make up approximately 90% of all claims.
- Worked with machine learning and product management on pain points to reduce first payment failure rates such as detecting trends and modifying the bank verification process. With implementations, saw a 43% drop from Q4 of 2021 to Q2 of 2022.
IT Administrator
Upstart
05.2018 - 08.2019
- Ran our internal IT department and was the first point of contact for technical inquiries. This included onboarding and off-boarding employees, troubleshooting employees' WiFi and network connections, system and application access, remote connections and overall device set-up.
- Resolved basic server/system access issues with AWS, Heroku, Salesforce, Netsuite, Looker, Github, Slack, Airwatch and Sophos.
- Established IT team in secondary office location by creating IT training documents and training new hires.
Education
Bachelor of Arts - Economics
San Jose State University
San Jose, CA2014
Timeline
Disputes Specialist
Mercury
09.2023 - Current
Fraud Support Operations Manager
Upstart
08.2019 - 11.2022
IT Administrator
Upstart
05.2018 - 08.2019
Bachelor of Arts - Economics
San Jose State University