Kia Valenzuela
Gilbert,AZ
Summary
Seasoned professional with a decade of experience in customer care, specializing in fraud prevention and technical analysis. Demonstrated success in navigating complex systems and delivering exceptional service across multiple domains. Committed to maintaining a disciplined and positive work ethic. Versatile skill set contributes to effective performance in any position.
Overview
7
7
years of professional experience
Work History
Account ownership (collection)
TD Auto finance
2023.01 - 2025.08
- Resolved inquiries and issues for 160 to 180 calls daily.
- Configured payment methods, ensuring timely updates to accounts.
- Maintained accurate payment plans through precise contract specifics.
- Utilized Lexis Nexis and Innovis for effective skip tracing and communication with customers.
BFU Fraud prevention and credit operations
Discover
2024.01 - 2025.06
- Perform fraud detection monitoring of checks deposited through ATM and Mobile FXD platform.
- Review Actimize Deposit Activity Alerts, alert branch of activity that is suspicious in nature.
- Monitor current fraud patterns using digital devices and demonstrate capability to take fast actions to quell institutional losses.
- Demonstrate capability in assigned fraud strategy and analytics to help in documentation of rules, reports, and techniques that are adequately notated in a way that others can follow and learn from.
- Ensure chargeback process is complete.
- Responsible for transaction reviews, reporting and executing account status changes and maintenance. An understanding of debit/credits, accounting or general ledger is highly recommended.
- Handles second day transaction review and inputting decisions to approve or reject. Inspects mobile and ATM deposits that queue in for review. Meets all time sensitive and daily deadline driven tasks.
Lease Consultant
Progress Residential
2023.06 - 2024.03
- Conducted regular property inspections to identify potential maintenance issues and ensure overall cleanliness and curb appeal.
- Facilitated seamless transitions between leases by coordinating move-out procedures according to established guidelines.
- Increased lease renewal rates by building strong rapport with current tenants and addressing their concerns in a timely manner.
- Maintained accurate records of all leasing activity, ensuring compliance with local regulations and company policies.
- ● Answered inbound phone inquiries from customers to provide quality assurance and accurate response's while managing and resolving customer complainsts.
- ● Route calls, Emails, and tickets to appropriate back-offices individual groups as needed
- ● Responsible for maintaining all communications with the applicant throughout the lifecycle of the application process (approvals, lease signing, move -in schedualing) well multitasking navigating systemsand email or inbound/outbound contac
- Educated customers on the application process and walking customers through steps on leasing processand lease agreement and can accurately provide explanations to applicants /new users regarding credit,lease, or acceptance/denial of income and whether or not it is verifiable verification.
Fraud Detection
WellsFargo
2020.11 - 2023.10
- Monitored account transactions to identify irregularities. Liaised with various bank departments and branches for information verification.
- Collected data to assess need for account termination and re-bill customer if necessary.
- Submitted SARs in compliance with OCC guidelines. Analyze potential fraudulent activities on an ongoing basis.
Mortgage representative
Cenlar Mortgage
2018.04 - 2020.12
- Managed high-volume mortgage inquiries, including payment details and schedule information.
- Facilitated mortgage payment collections via phone to enhance cash flow.
- Resolved insurance-related issues to ensure customer satisfaction.
- Reviewed escrow disclosure statements for accuracy and clarity.
Education
Cyber security
Rio salado community college
Arizona phx08.2025
High school Diploma - undefined
Cesar chavez High school
11.2011
Skills
- High-volume call management
- Customer relations and support
- Positive customer interactions
- Administrative multitasking skills
- Clear verbal and written communication
- Strong analytical abilities
- Detail-oriented problem solving
- Organizational proficiency with software tools
- Microsoft Office expertise including Outlook
- Chargeback processing knowledge
- Regulatory compliance understanding
- Professional discretion in sensitive matters
LANGUAGES
English
Accomplishments
Maintained high metrics threw out my roles
Was promoted in a short time for demonstrating expertise in the roles provided as well as able to adapt to change
Timeline
BFU Fraud prevention and credit operations
Discover
2024.01 - 2025.06
Lease Consultant
Progress Residential
2023.06 - 2024.03
Account ownership (collection)
TD Auto finance
2023.01 - 2025.08
Fraud Detection
WellsFargo
2020.11 - 2023.10
Mortgage representative
Cenlar Mortgage
2018.04 - 2020.12
Cyber security
Rio salado community college
High school Diploma - undefined
Cesar chavez High school