JENNIFER SANTACRUZ
Richland
Summary
Fraud prevention specialist with strong analytical mindset, adept at identifying and mitigating risks. Proven track record in leveraging data analysis, investigative techniques, and industry best practices to safeguard assets and ensure compliance. Strong team collaborator who adapts to changing needs, consistently delivering reliable and impactful results. Skilled in communication, problem-solving, and maintaining high ethical standards.
Overview
9
9
years of professional experience
1
1
Language
Work History
Fraud Detection & Prevention Supervisor
Baker Boyer Bank
Walla Walla, WA
02.2024 - Current
- Supervised daily operations to ensure compliance with bank policies and procedures.
- Mentored and trained staff on customer service best practices and banking regulations.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Supported fraud prevention efforts by monitoring transactions and promptly detected suspicious activity.
- Educated customers on fraud prevention strategies to safeguard their personal information from potential security threats.
- Analyzed transaction data to identify fraudulent patterns and assess risk levels.
- Conducted thorough investigations into reported fraud cases, ensuring compliance with regulations.
Branch Supervisor
Umpqua Bank
Walla Walla, WA
09.2019 - 02.2024
- I have been at Umpqua Bank for almost 4 years, I am the longest standing teller and have contributed with training new employees, assisting customers past my teller capabilities and operations work. I've taken the lead when it comes associate questions within my area and at times of my standard expectations. When customer issues come up I am the one who associates reach out to help handle the situation. Most of the time I am responsible for the ordering of cash for the store as well as maintaining our cash limits. I started off as a costumer solutions associate and began my journey as our branch supervisor in 2023.
- Greeted customers with professionalism and friendly and courteous demeanor.
- Responded to banking inquiries and requests from customers.
- Balanced cash drawer and maintained full accountability for assigned cash on hand.
- Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance.
- Supervised direct reports and enforced adherence to established procedures and deadlines.
Customer Service Agent
Sykes
Milton Freewater, OR
01.2018 - 12.2018
- I worked through a third party (Sykes) for PNC Bank. I answered both English and Spanish phone calls the entire shift helping customers with their checking/savings account inquiries.
- Provided balances
- Filed Disputes
- Reviewed Transactions
- Modified account types
- Account maintenance
- Managed a high-volume of inbound customer calls
Education
Associate In Arts (A.A.) - Business Administration
Walla Walla Community College
Walla Walla, WA06-2019
High School Diploma -
Walla Walla Highschool
Walla Walla, WA06-2017
Skills
- Fluent in Spanish and English
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Staff Training
- Creative Solutions
- Building Customer Trust and Loyalty
- Customer service
Languages
Spanish
Native or Bilingual
Timeline
Fraud Detection & Prevention Supervisor
Baker Boyer Bank
02.2024 - Current
Branch Supervisor
Umpqua Bank
09.2019 - 02.2024
Customer Service Agent
Sykes
01.2018 - 12.2018
Associate In Arts (A.A.) - Business Administration
Walla Walla Community College
High School Diploma -
Walla Walla Highschool