Kyara Worthy
Jacksonville,FL
Summary
A highly-motivated and focused Fraud Analyst with a desire to take on new challenges. I am a valuable and committed professional with a strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I am ready to take on a new role with a company where a strong work ethic and intuitive demeanor will be appreciated.
Overview
7
7
years of professional experience
Work History
Junior Security Analyst
The Salem Group
Jacksonville, FL
04.2024 - Current
- Examine and analyze flagged check deposits and reports that show potential suspicious activity.
- Conduct verification of multiple flagged check transactions through coordination with customers and managers.
- Maintain up-to-date knowledge of fraud trends, techniques, and regulatory requirements affecting the industry.
- Train new analysts on fraud detection techniques and best practices, as well as case closure processes, fostering a knowledgeable team environment.
- Manage a caseload of fraud alerts, ensuring timely and accurate resolution of each case.
- Collaborate with cross-functional teams to enhance fraud detection and improve operational efficiency.
- Work with off-site teams to complete timely tests, and facilitate smooth product releases.
- Participate in product design reviews to provide input on functional requirements, or potential problems.
- Identify defects found during the testing process.
Fraud Prevention Specialist
Citibank
Jacksonville, FL
10.2022 - 04.2024
- Managed client fraud inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards.
- Developed and maintain client portfolio through regular calls.
- Processed card closures and reissue new cards to cardholders.
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Escalated customer feedback, processing delays and errors appropriately.
- Investigated suspicious transactions, identified potential fraud patterns, and reported findings to the management team.
- Provided recommendations for improvements in existing processes to reduce the risk of future fraud incidents.
- Educated customers on best practices for avoiding fraud and provided guidance on how to spot suspicious emails or other indicators of possible scams.
- Communicated with customers and company personnel, utilizing effective interpersonal and active listening skills.
Customer Service Representative
Triad Financial Services Inc.
Jacksonville, FL
02.2022 - 06.2022
- Answered customer inquiries regarding Mortgage accounts
- Assisted in monitoring escrow accounts for payment of taxes and insurance for mortgagor
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, chats, and emails, providing frontline customer support or assistance with service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures and processed payments.
- Maintained compliance with all company policies and procedures.
- Updated data for Mortgage accounts such as auto pay account information, mailing addresses, and third-party authorizations.
Collections Specialist 3
Citibank
Jacksonville, FL
05.2020 - 06.2021
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Remitted payments received from customers promptly while adhering to all applicable laws and regulations governing the collection process.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Processed payments over phone and set up recurring drafts.
- Recorded information about customers' financial status and collections status efforts.
- Met demands of busy collections group by performing high volume of daily calls.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
SAR Fraud Ops Specialist 4
Citibank
Jacksonville, FL
10.2020 - 04.2021
- Accurately interpreted gathered data to make subjective decisions regarding suspicious activity and enter data into Citi SAR database to report potentially fraudulent activity to FINCEN and Government agencies.
- Applied and adapted to changes obtained from training and/or compliance and the implication of any imposed sanction(s) to the task at hand.
- Implemented integrated processes and procedures aimed at meeting internal and external regulatory requirements.
- Conducted alert investigation using global standard policies, procedures, and tools aimed at meeting internal and external regulatory requirements.
- Conducted research using multiple bank systems and databases.
- Utilized Microsoft Excel to conduct investigations on various customer accounts where suspicious activity was reported
- Documented investigative findings in reports.
- Prepared, documented and assembled evidence for potential prosecution and civil litigation.
Customer Service Representative/Cashier
Walmart
Gainesville, FL
12.2017 - 01.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Followed company security procedures for handling large sums of money.
- Performed other duties as assigned by management.
- Trained new team members in cash register operation, stock procedures and customer services.
- Learned roles of other departments to provide coverage and keep store operational.
- Conducted price checks for specific items as requested by customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Presented existing and prospective customers with valuable product information to aid in decision-making.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Verified that customers were of legal age to purchase alcohol and tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Maintained cleanliness of checkout area including countertops, registers, and floors.
Education
Bachelor of Science - Women Studies
University of Florida
05.2019
Skills
- Customer Service
- Microsoft Word and PowerPoint
- Effective Communication
- Risk assessment expertise
- Analytical mindset
- Professionalism
- Investigative abilities
- Conflict resolution abilities
- Attention to Detail
- Organizational Skills
- Multitasking
- Active Listening
- Interpersonal Skills
- Fraud Detection
- Adaptability and Flexibility
- Empathy
- Creativity
- Ambitious
- Intuitive
- Interpersonal Communication
- Reliability
- Problem-solving aptitude
- Critical Thinking
- Continuous Improvement
- Self Motivation
- Teamwork and Collaboration
References
- Keesha Spencer, Former Supervisor at Citibank, (904) 447-7447
- Whitney Dishner, Former Supervisor at Citibank, whitney.m.dishner@citi.com
- Judilyn Mundis, Former Supervisor at Citibank, judilyn.mundis@citi.com
Accomplishments
- Received a $40 Amazon gift card for my outstanding work performance for Q3 at BMO Bank.
References
References available upon request.
Timeline
Junior Security Analyst
The Salem Group
04.2024 - Current
Fraud Prevention Specialist
Citibank
10.2022 - 04.2024
Customer Service Representative
Triad Financial Services Inc.
02.2022 - 06.2022
SAR Fraud Ops Specialist 4
Citibank
10.2020 - 04.2021
Collections Specialist 3
Citibank
05.2020 - 06.2021
Customer Service Representative/Cashier
Walmart
12.2017 - 01.2020
Bachelor of Science - Women Studies
University of Florida
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