Hi, I’m
Juan Amezcua
Glendale,AZ
Summary
Highly skilled and results-oriented professional with a proven track record in investigative roles. Extensive experience in conducting thorough and meticulous investigations to uncover and address complex issues. Adept at utilizing a diverse set of investigative techniques, including data analysis, surveillance, and interviews, to gather critical information. Possess strong analytical and problem-solving skills with a keen attention to detail. Proven ability to work collaboratively with cross-functional teams and external agencies. Excel in maintaining the highest ethical standards and ensuring compliance with legal and regulatory requirements. Committed to delivering accurate and actionable findings, contributing to the resolution of cases, and mitigating potential risks. Seeking to leverage investigative expertise in a challenging role to drive organizational success and enhance overall security and integrity.
Overview
6
years of professional experience
1
Certification
Work History
Wells Fargo (Exceptions & Control)Tempe, AZ
Lead Fraud & Claims Representative
11.2023 - Current
Job overview
- Develop protocols for handling exceptions in operations.
- Coordinate with teams to resolve operational issues.
- Improved case resolution efficiency with meticulous research, documentation, and analysis of financial records.
- Reviewed internal controls and recommended improvements to mitigate risk of potential fraud incidents.
- Created on average 50 manual cases daily related Visa monetary transactions.
Wells Fargo (Deposit Transactional Fraud Review)Tempe Az
Lead Fraud & Claims Representative
10.2022 - 11.2023
Job overview
- Provide educational resources to customers about best practices for securing checks and personal information.
- Educate employees about risks of check fraud and the importance of following security protocols.
- Identify training needs and opportunities for team members.
- Provided case feedback when necessary.
- Work 45+ cases per day
- Provide feedback via email to agents regarding Reg CC findings.
Wells Fargo (Identity Theft Operations)Tempe, AZ
Senior Fraud & Claims Representative
02.2022 - 10.2022
Job overview
- Evaluate and analyze incoming claims to identify potential instances of online fraud.
- Investigate suspicious transactions, accounts, or activities associated with online fraud.
- Interact with customers to gather additional information on potential fraud cases.
- Provide updates on the status of investigations and resolution processes.
- Provide support and guidance to customers who have fallen victim to online fraud.
Wells Fargo (Online Fraud Claims)Tempe, AZ
Senior Fraud & Claims Representative
09.2021 - 02.2022
Job overview
- Investigate reports of suspected fraud promptly and thoroughly.
- Educate customers or clients on how to protect their personal information.
- Provide resources and guidelines for recognizing and reporting identity theft.
- Conduct investigations to determine validity of claims.
- Analyze current and emerging threats related to identity theft.
- Complete on average 12 claims daily
Wells Fargo (ATM/Debit Card Claims) Tempe, AZ
Fraud and Claims Representative
11.2019 - 09.2021
Job overview
- Review incoming disputes filed by customers regarding transactions with merchants.
- Evaluate validity of claims and gather relevant information.
- Contact merchants to gather information and perspectives on disputed transactions.
- Facilitate communication between customers and merchants to resolve disputes.
- Completed on average 35 cases per day
- Filed chargebacks utilizing (VROL).
Wells Fargo (Prevention Contact Center) Tempe, AZ
Fraud & Claims Representative
04.2018 - 10.2019
Job overview
- Receive and handle on average 30 incoming calls daily related to loss prevention and security concerns.
- Maintain a calm and professional demeanor when handling sensitive situations.
- Maintain detailed records of incidents, investigations, and resolutions.
- Mitigated risk by closing accounts involved with confirmed fraudulent activity.
Education
Grand Canyon University Phoenix, AZ
Bachelor of Science from Cyber Security
12.2028
Skills
- Data Analysis
- Claims Investigation
- Microsoft Office
- Critical Thinking
- Decision Making
- Organizational Skills
- Adaptability
- Analytical Thinking
- Customer Service
- Multitasking
Certification
- Certificate In Organizational Leadership
- Certificate in Cyber Security (TISU)
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Lead Fraud & Claims Representative
Wells Fargo (Exceptions & Control)
11.2023 - Current
Lead Fraud & Claims Representative
Wells Fargo (Deposit Transactional Fraud Review)
10.2022 - 11.2023
Senior Fraud & Claims Representative
Wells Fargo (Identity Theft Operations)
02.2022 - 10.2022
Senior Fraud & Claims Representative
Wells Fargo (Online Fraud Claims)
09.2021 - 02.2022
Fraud and Claims Representative
Wells Fargo (ATM/Debit Card Claims)
11.2019 - 09.2021
Fraud & Claims Representative
Wells Fargo (Prevention Contact Center)
04.2018 - 10.2019
Grand Canyon University
Bachelor of Science from Cyber Security