Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Katrina Gray

North Richland Hills,TX

Summary

Experienced Fraud Analyst with 7 years of experience investigating suspicious activity for Financial Institutions. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

9
9
years of professional experience

Work History

Senior Fraud Analyst II

Bank of America
05.2022 - Current
  • Investigates high volumes of complex fraud cases across ACH, Wire, Zelle, Check, Bill Pay, and Debit Card transactions, preventing over $4 million in annual losses while ensuring timely and accurate claim resolutions.
  • Ensure consistent compliance with Reg E, Reg CC, Reg Z, UDAAP, BSA/AML, SAR requirements, USA PATRIOT Act, and FACTA throughout all fraud investigations and processes.
  • Conducts thorough research, pattern analysis, and root cause analyses using taxonomy to detect fraud trends, identify anomalies, and recommend controls to enhance fraud prevention frameworks.
  • Train and mentor team members on investigation techniques, system usage, and regulatory guidelines to uphold quality, compliance, and productivity standards.
  • Maintained zero financial loss to clients or the organization over three years by consistently achieving monthly performance metrics between 98%-100%, including customer survey satisfaction, quality audits, and call handling standards.

Customer Relations Specialist III

Dominion Energy
09.2019 - 04.2022
  • Swiftly answered inbound calls providing genuine and organic conversations assisting customers with the maintenance of their electric/gas accounts. Scheduled appointments to include stop/start/transfer/service calls/trouble calls/outages calls/emergency calls/reconnections.
  • Accurately confirmed service requests and conducted updates daily. Research monetary history and transactions making sure accounts balances. Draft and correlate correspondences to match customer’s needs then email/fax/mail to requested destination.
  • Safely conducted soft credit inquiries or verifications to determine required deposit amount. Continuously enter data and document each interaction with customers per account. Communicate with Team/Leads/Supervisors/Management/All other supportive departments.

Financial Crimes Specialist III

Wells Fargo
01.2017 - 09.2019
  • Promoted to investigate complex consumer account activity, identifying and resolving suspected fraud, financial crimes, and suspicious activities in compliance with BSA/AML regulatory requirements.
  • Prepared and submitted Suspicious Activity Reports (SARs) with 100% accuracy, enhancing regulatory reporting and controls.
  • Utilized advanced fraud detection tools to analyze alerts and assess risks, contributing to proactive fraud prevention strategies.
  • Collaborated with fraud prevention, legal, and compliance partners for timely resolution of high-risk cases, consistently maintaining zero financial loss to clients and the organization while achieving monthly performance metrics of 100%.

EO Remediation Resolution Specialist III – Litigation Special Projects
02.2017 - 12.2017
  • Selected for the high-profile Jabbari Settlement Project, managing complex remediation cases impacted by improper sales practices to ensure regulatory compliance and customer advocacy.
  • Partnered with legal and compliance teams to interpret settlement agreements, perform root cause analyses, and implement effective resolution processes enhancing controls and reporting accuracy.
  • Served as a side-by-side trainer for new bankers, coaching on systems navigation, compliance, and customer service excellence to ensure team readiness and performance.

Phone Banker
09.2016 - 01.2017
  • Delivered exceptional customer service by resolving inquiries, transactions, and payments efficiently, achieving 100% customer survey scores, call quality, and compliance metrics while maintaining zero financial loss to clients and the bank.
  • Served as a side-by-side trainer for new bankers, coaching on systems navigation, compliance, and customer service excellence to ensure team readiness and performance.
  • Educated clients on digital banking tools, strengthening relationships conducting fraud and suspicious activity checks to protect customer accounts.

Education

Bachelor of Science - Finance

Liberty University
Lynchburg, VA

Professional Certificate - Mediation and Dispute Resolution

University of Texas at Dallas
Richardson, TX

Skills

  • Financial Crimes Investigation
  • Regulatory Compliance & BSA/AML Reporting
  • Fraud Detection & Risk Assessment
  • Team Leadership & Mentoring
  • Project & Event Management
  • Customer Advocacy & Resolution
  • Process Improvement & Root Cause Analysis

Awards

Bank of America 2024 Global Volunteer Award, Wells Fargo Top Performer Pony Award (numerous)

Timeline

Senior Fraud Analyst II

Bank of America
05.2022 - Current

Customer Relations Specialist III

Dominion Energy
09.2019 - 04.2022

EO Remediation Resolution Specialist III – Litigation Special Projects
02.2017 - 12.2017

Financial Crimes Specialist III

Wells Fargo
01.2017 - 09.2019

Phone Banker
09.2016 - 01.2017

Professional Certificate - Mediation and Dispute Resolution

University of Texas at Dallas

Bachelor of Science - Finance

Liberty University

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Katrina Gray