Kytzia Vea
Laveen,AZ
Summary
Dynamic banking specialist skilled in fraud investigations, loss mitigation, and customer account resolution. Proven ability to manage high-stress situations with professionalism while delivering bilingual support. Strong focus on compliance and maintaining detailed documentation enhances operational efficiency.
Overview
14
14
years of professional experience
Work History
Sr. Consumer Fraud Specialist (Bilingual - English/Spanish)
Bank of America
03.2019 - 01.2025
- Initiated/Investigated fraud claims involving debit cards, credit cards, online banking activity, checks, wire transfers, Zelle.
- Reviewed account history and transaction activity to identify suspicious behavior and minimize financial losses.
- Assisted customers through the fraud claims process while maintaining professionalism and empathy during high-stress situations.
- Resolved escalated account concerns involving unauthorized charges, identity theft, and account takeovers.
- Maintained accurate case documentation while ensuring compliance with banking regulations and company policies.
- Collaborated with internal departments including fraud operations, claims, disputes, and risk management teams.
- Managed high-volume inbound and outbound customer interactions while meeting quality and productivity standards.
- Assisted Spanish-speaking customers by providing bilingual support and clear communication throughout investigations.
Sr. Loss Mitigation Specialist
TMS
11.2016 - 11.2018
- Assisted homeowners experiencing financial hardship by reviewing mortgage assistance and foreclosure prevention options.
- Reviewed income documents, bank statements, hardship letters, and financial records to determine eligibility for assistance programs.
- Worked with underwriting, foreclosure, bankruptcy, and collections departments to resolve escalated mortgage servicing issues.
- Maintained detailed account records while ensuring compliance with investor and federal guidelines.
- Assisted customers with repayment plans, loan modifications, and home retention solutions.
- Managed multiple accounts simultaneously while meeting productivity and quality standards.
Mortgage Banker (Bilingual - English/Spanish)
JPMorgan Chase Bank
04.2011 - 12.2015
- Guided customers through mortgage applications, refinancing options, and home loan products to meet their financial needs.
- Reviewed customer financial information including income, credit history, debt, and supporting documentation.
- Worked closely with underwriters and processors to ensure accurate and timely loan processing.
- Informed customers about mortgage terms, loan requirements, and available financing options to empower their decisions.
- Maintained compliance with banking regulations and company lending policies.
- Cultivated strong customer relationships through effective communication and proactive problem-solving.
Education
High School Diploma -
Skills
- Consumer Fraud Investigations
- Fraud Claims & Disputes
- Mortgage Banking & Loss Mitigation
- Banking Compliance & Confidentiality
- Financial Documentation Review
- Customer Account Resolution
- Bilingual Customer Support (English/Spanish)
- Escalated Customer Service
- Problem Solving & Critical Thinking
- Multitasking & Case Management
Additional Information
Bilingual (English/Spanish), Experienced in high-volume banking and customer service environments, Strong communication, organization, and problem-solving skills, Detail-oriented with experience handling confidential financial information, Proficient in multitasking and resolving escalated customer concerns, Strong verbal and written communication skills, Experienced working in high-volume customer service and banking environments, Comfortable handling confidential financial information, Reliable, detail-oriented, and adaptable, Skilled in resolving customer concerns professionally and efficiently, Motivated to continue growing within the banking and financial services industry
Timeline
Sr. Consumer Fraud Specialist (Bilingual - English/Spanish)
Bank of America
03.2019 - 01.2025
Sr. Loss Mitigation Specialist
TMS
11.2016 - 11.2018
Mortgage Banker (Bilingual - English/Spanish)
JPMorgan Chase Bank
04.2011 - 12.2015