Jaci Muselman
St. Cloud,FL
Summary
Authorized to work in the US for any employer Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivated Fraud Analyst touting 7 years of expertise investigating suspicious activity within the banking industry. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
Overview
12
12
years of professional experience
Work History
Fraud Analyst II
Fiserv
Chandler, AZ
07.2019 - 04.2022
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Provided exemplary level of customer service to clients and company personnel.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Enrollment Specialist
American InterContinental University
Chandler, AZ
09.2018 - 07.2019
- Communicated effectively via telephone, email and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Updated, entered and reviewed customer data.
- Reviewed statistic enrollment data and prepared reports.
- Met or exceeded enrollment and retention goals consistently.
- Maintained physical and electronic student files.
- Helped students complete applications and navigate admissions processes.
- Finalized and processed enrollment applications.
- Created and followed call scripts and flows to maximize effectiveness.
- Reached out to applicants via calls, texts, emails and social media.
ACH Financial Crimes Specialist III
Wells Fargo
Chandler, AZ
04.2016 - 04.2017
- Researched and analyzed ACH claims to determine unauthorized transactions
- Utilized REG E and
- NACHA guidelines to process claims timely
- Refunded customers accounts and returned NSF/OD fees due to fraudulent transactions
- Investigated moderately complex activity using multiple systems and research techniques
- Reviewed accounts to detect potential fraudulent activity and take appropriate action
- Reviewed consumer and commercial accounts with more complex/unique situations
- Implement procedures and training materials to maximize efficiency and customer service and to assure compliance with governmental regulations.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
- Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes.
Fraud Detection Specialist
Payment Systems, Credit Unions
Phoenix, AZ
10.2014 - 01.2016
- Assist in reviewing fraud trends and analyze spending behavior with credit, debit, and checking/savings accounts
- Review electronic cases serving multiple credit unions throughout the country
- Analyze transaction patterns and respond quickly to high-risk situations
- Identify fraud trends, write and document suspicious activity and report to appropriate department personnel in a timely manner to assist in the reduction of fraud loss
- Verify account activity, withdrawal, deposits, check cashing amounts and take appropriate action to minimize fraud loss and customer inconvenience as well as controlling and managing productivity
- Maintained daily and monthly performance standards, including quality and quantity
- Assisted management with new hires, training, and on the floor job training.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Assistant Director - Senior Advisor
Allen School
Phoenix, AZ
07.2010 - 01.2012
- Managed to enroll new students monthly to start new classes and retain to meet daily and monthly standards
- Lead by example and provide trainings to entire staff to improve sales goals and revenue
- Maintain a hybrid position and follow an eighty to twenty percent production and management
- Monitor and observe calls daily to ensure quality assurance on each call and representatives are in compliance
- Create and implement many new processes and changes for the Allen School.
- Trained and mentored new employees on industry practices and business operations.
- Worked with team leaders to arrange schedules based on production requirements and available resources.
- Worked closely with manager to provide effective assistance for specific aspects of business operation.
Team Lead - Senior Enrollment Advisor
University of Phoenix
Phoenix, AZ
09.2007 - 04.2010
- Passionate and responsible for advising undergraduate and graduate students regarding admissions and degree completion requirements, as well as enrolling students for the University's graduate, undergraduate and certificate programs, requiring the use of judgment and discretion on a periodic basis.
- Advised students individually and in groups on academic programs for individual interests.
- Pointed students to relevant information about academic and personal support services available on campus.
- Helped students develop organizational, time management and study skills.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Empowered students through counseling and skill-building exercises.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Identified issues that hindered student academic achievement.
- Collaborated with parents, school faculty and social workers to address problems and grow student success.
- Counseled students regarding course and program selection, class scheduling and registration and career planning.
Mortgage Loan Processor
Wells Fargo
Phoenix, AZ
05.2005 - 08.2007
- Managed a high volume pipeline to process and close loans monthly requiring review and underwriting prior to processing
- Calculated DTI and LTV ratios
- Cleared pending stipulations such as reserves, escrow, taxes, paystubs, POI, lien holders, and fraudulent indicators
- Worked directly with underwriters, managers, and closers as a team
- Ordered titles and appraisals from various vendors such as fidelity national title requesting lien searches or legal and vesting titles, interior broker's price opinion valuations, drive-by appraisals, and statistical valuations
- Received several awards for outstanding customer service and for exceeding targeted closings per month.
- Prepared file for final clear-to-close by branch management.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Handled any conditions sent from underwriting departments.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Communicated with originator and applicant concerning progress of loan file.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
- Set up and completed loan submission packages.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Coordinated closing process with attorneys, title companies and government clerks.
- Reviewed and validated details of loan applications and closing documentation.
Education
High School Diploma -
Linden Hall Private School For Girls
Lititz, PABachelor of Science - Business Administration And Management
University of Phoenix
Tempe, AZSkills
- OFAC, REG E, ACH, NACHA Guidelines, experience conducting research and investigations related
- To Fraud, Anti-Money Laundering, Customer/Enhanced Due Diligence investigation or verification;
- Proven ability to analyze large amounts of data in order to report critical information; Exceptional
- Oral, written and interpersonal communication skills with the ability to communicate complex
- Information accurately, clearly and quickly to all levels Demonstrated leadership and accountability
- For all incoming and outgoing customer service tasks (4 years)
- Microsoft Office, Word, Excel, Powerpoint, Adobe, Illustrator (10 years)
- Review and process Paystubs, LTV, DTR, Bank Statements, Bankruptcy, Liens, Titles, Insurance,
- Payoffs, Ledger Balance, GL accounting, taxes, and Income verification (4 years)
- Credit Analysis
- Escrow
- Underwriting
- Academic Advising
- Cold Calling
- Microsoft Excel
- Microsoft Word
- Assessments
- Management & leadership skills: Impact & influence — Proficient
- September 2021
- Choosing the most effective strategy to inspire and influence others to meet business objectives
- Full results: Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Account Information Review
- Effective Communication
- Fraud Patterns
- Customer Care
- LexisNexis Accurint
- Procedure Reviewing
- Fraud and Anomaly Analysis
- Risk Level Determination
- Fraud Prevention and Detection
- Training Junior Team Members
- Creative Solutions
- Customer Transactions
- Cancellation Processing
- Communications Strategies
- Telephone Etiquette
- Client Relationships
- Verbal and Written Communication
- Performance Goals
- Staff Support
- Retention Strategies
- Customer Feedback
- Call Control
- Setting Up Profiles
Timeline
Fraud Analyst II
Fiserv
07.2019 - 04.2022
Enrollment Specialist
American InterContinental University
09.2018 - 07.2019
ACH Financial Crimes Specialist III
Wells Fargo
04.2016 - 04.2017
Fraud Detection Specialist
Payment Systems, Credit Unions
10.2014 - 01.2016
Assistant Director - Senior Advisor
Allen School
07.2010 - 01.2012
Team Lead - Senior Enrollment Advisor
University of Phoenix
09.2007 - 04.2010
Mortgage Loan Processor
Wells Fargo
05.2005 - 08.2007
High School Diploma -
Linden Hall Private School For Girls
Bachelor of Science - Business Administration And Management
University of Phoenix