Lauren Ortega
San Antonio,TX
Summary
Dynamic Account Take Over representative with a proven background providing service and solutions to impacted members experiencing ID Theft, Profile Takeover, And ATO scams. Enhancing client satisfaction and trust through exceptional service and fraud prevention. Expert in providing fraud trend and Identity Theft insight and solutions for impacted members and non members, I excel in problem-solving and active listening, significantly reducing fraudulent activities and fostering strong member relationships. Actively seeking a new role within our Fraud department to build upon my 2 years of direct fraud experience within Account Take Over, and 4 year of general fraud investigation and knowledge being apart of USAA with in the Deposits, Credit card, and Account take over departments.
Overview
4
4
years of professional experience
Work History
Bank Service and Sales Rep II - Account Take Over
USAA Federal Savings Bank
01.2020 - Current
- Enhanced member satisfaction by addressing concerns promptly and providing exceptional service.
- Maintained up-to-date knowledge of fraud trends for informed decision-making during member interactions.
- Reduced fraudulent activities by thoroughly investigating suspicious transactions and reporting findings
- Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
- Enhanced member trust by promptly addressing their concerns regarding potential fraud incidents and providing recommendations for safeguarding their accounts.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Utilized Fraud case management tools and systems to identify and investigate recent member activity
- Provided Team support as MSAT POC communicating monthly MSAT metric reports during tenure team met or exceeded goal 8-9 months
- Demonstrates strong understanding and following of regulatory compliance requirements proven by current Compliance percentage of 99.11
- Demonstrates strong proficiency in following outlined business processes proven by current Technical proficiency 97.92% currently year to date
Education
High School Diploma -
The Academy of Creative Education
San Antonio, TX10.2015
Skills
Banking knowledge
Effective Verbal and written communication
Fraud prevention
Case Management
Problem-solving abilities
Data Analysis
One source learning course completion: Fraud Prevention
Reviewed and completed one source learning course Fraud Prevention. Completing the course gave background and in-depth information of fraud prevention techniques as well as different ways fraud is perpetrated in a bank setting.
Timeline
Bank Service and Sales Rep II - Account Take Over
USAA Federal Savings Bank
01.2020 - Current
High School Diploma -
The Academy of Creative Education