Joselin Ramirez

• Prepared and distributed payroll checks

• Maintained biweekly pay period cards prior to payroll processing deadlines

• Tracked, verified, and organized employee timesheets and worked hours

• Ensured payroll information was completed accurately before pay period close

• Analyze and investigate complex fraud cases, developing and implementing strategies to detect, prevent, and mitigate fraudulent activity.
• Manage and service high-risk banking products, balancing fraud risk with the approval of legitimate customer transactions.
• Exercise sound judgment and advanced research skills to make risk-based decisions in accordance with established policies, procedures, and regulatory guidelines while leveraging multiple systems.
• Leveraging multiple systems, tools, and data sources to assess risk, document findings, and support enforcement or recovery actions.
• Providing guidance, escalation support, and subject matter expertise to junior analysts.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Communicated with management when customer issues escalated and worked to find resolutions.
• Resolved concerns with products or services to help with retention and drive sales.

• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Processed customer transactions promptly, minimizing wait times.
• Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Oversaw new business development and customer servicing.
• Secured high-value accounts through consultative selling effective customer solutions and promoting compelling business opportunities.
• Liaised between account holders and various departments.