Jen Smith
Kelso,WA
Summary
Dynamic Senior Card Claims Investigator at TwinStar Credit Union with a proven track record in fraud investigation, analysis, and mitigation. An innovative problem solver and effective communicator, I developed training materials and collaborated across departments, enhancing operational efficiency and positive member/employee experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Card Claims Investigator
TwinStar Credit Union
02.2022 - Current
- Successfully manages fraud and non-fraud card disputes in line with Reg E and Reg Z timeframes and regulations.
- Developed and delivered training materials, quick reference guides, and presentations for internal back office and frontline teams.
- Collaborates with other departments for coaching and training opportunities.
- Served as a key role on the Centrix DTS implementation team and SymX Centrix Project.
- Balances and reconciles GLs daily and monthly.
- Analyzes card fraud trends and mitigates fraud by creating real time rules in Risk Services Manager.
- Prepares monthly charge-off and board report.
- Handles escalated calls from members about the outcome of their dispute.
- Completed training for Visa Certified Dispute Resolution Certificate.
Fraud/AML Investigator
TwinStar Credit Union
08.2020 - 02.2022
- Reviewed and researched issues resulting from willful acts of fraud and cases where members were victims of scams.
- Collaborated with law enforcement agencies to support criminal investigations related to identity theft, deposit fraud, elder abuse, and account takeovers.
- Reduced fraudulent claims by utilizing strong analytical skills to identify inconsistencies in claimant statements and documentation.
- Documented findings and prepared detailed reports.
- Interviewed victims and perpetrators of fraud.
- BSA compliance, SAR, and CTR reporting.
- Wrote and published monthly fraud newsletter to all employees.
- Managed a case load of various fraud types, including identity theft, account takeovers, deposit fraud, elder abuse, and scams.
Product Specialist
TwinStar Credit Union
05.2019 - 08.2020
- Troubleshooted and problem solved system and vendor issues, opening tickets, and escalation issues.
- Supported Operations staff with daily processes, such as ACH, card ordering, wires, and ATM balancing.
- Contributed on several project and implementations for vendor changes and new processes.
- Cleaned up and streamlined processes for more accurate and efficient processing.
- Developed and delivered training to internal department and frontline staff on a number of topics, using various delivery methods.
Card Services Specialist - Disputes
TwinStar Credit Union
10.2016 - 05.2019
- Processed merchant card disputes and non-TwinStar ATM disputes in line with Reg E and Reg Z timeframes and regulations.
- Processed ATM adjustments and Fed Returns.
- Assisted with the implementation of Centrix; building cases, data entry for set up, account testing, and training all users.
- Back-up to other positions in the Operations Department, such as ACH, EFTs, Fed Returns, Wires, and Contract Collections.
Card Services Specialist - Instant Issue
TwinStar Credit Union
09.2012 - 10.2016
- Assisted in the implementation of EMV cards for all Visa debit and credit programs.
- Managed card inventory for card plastics, labels, and inserts.
- Provided help and support to branch staff for instant issue printers.
- Performed monthly audits and GL reconciliations.
- Responsible for balancing rewards points for Visa Rewards program.
- Problem solved card issues for members and branch staff.
Member Services Representative
TwinStar Credit Union
12.2010 - 09.2012
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Processed member transactions including deposits, withdrawals, loan payments, cash advances, and wires.
- Opened and closed the branch.
Education
High School Diploma -
Kelso High School
Kelso, WASkills
- Claims review
- Innovative problem solver
- Effective communicator
- Research and analysis techniques
Certification
BSACS
Completed courses for Visa Certified Dispute Resolution Certificate
Timeline
Senior Card Claims Investigator
TwinStar Credit Union
02.2022 - Current
Fraud/AML Investigator
TwinStar Credit Union
08.2020 - 02.2022
Product Specialist
TwinStar Credit Union
05.2019 - 08.2020
Card Services Specialist - Disputes
TwinStar Credit Union
10.2016 - 05.2019
Card Services Specialist - Instant Issue
TwinStar Credit Union
09.2012 - 10.2016
Member Services Representative
TwinStar Credit Union
12.2010 - 09.2012
High School Diploma -
Kelso High School
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