Leslie Martinez
San Antonio,TX
Summary
Excellent written and verbal communication skills, personable, self-motivated, and organized with a passion for risk, controls, and oversight. Ability to multi-task under pressure and meet strict deadlines. Ability to analyze data and unusual activity.
Overview
11
11
years of professional experience
Work History
Lead Fraud & Claims Operations Specialist-UAR
Wells Fargo
04.2022 - Current
- Experienced in performing transactional analysis to detect unusual bank fraud activity and submit detailed referrals to investigators based on findings
- Implemented data-driven strategies to identify areas of improvement in claims operations, leading to enhanced productivity.
- Conduct analysis of debit card, ACH transaction and online transaction disputes referrals from our call center partners to validate fraud claims and ensure all policies and procedures are followed.
- Experienced in identifying control and procedural gaps within the bank and recommends solutions to management to mitigate regulatory quality and financial losses.
- Facilitated monthly team meetings providing quality assurance best practices and reviewing procedural updates.
- Consistently exceeds daily, weekly, and monthly performance metrics while continuously striving for professional growth.
Lead Fraud & Claims Operations Specialist-LRO
Wells Fargo
10.2016 - 04.2022
- Analyze overdraft accounts and charge off through resolution escalated cases while updating reports and applications as needed
- Review teller journal and branch policies to determine process controls and procedures were accurately followed.
- Peer coach in the Overdraft process by providing one on one mentorship to team members, delivering an effective message to attain understanding and meet quality performance metrics
- Ensure production deadlines are met, while reviewing multiple work projects
- Ability to consult, establish, and maintain solid working relationships within my team and outside the department
- Receive, respond, and provide resolution to internal Fraud Claims Management partners' inquiries referencing charge off related updates and determine loss information for business reports
- Responsible for root cause analysis on daily control reports to determine the possible separation of business with current customers or recover funds for the bank.
- Led regular reviews of internal processes and policies to maintain adherence to regulatory standards and minimize risk exposure.
- Ability to analyze procedure and provide insight on complex situations.
Home Preservation Specialist
05.2015 - 10.2016
- Assisted borrowers in the loan modification process to prevent potential home foreclosures
- Acted as a single point of contact throughout the process; providing status updates, important timelines, final decisions, and education on options to help resolve the delinquency.
Property and Casualty Representative
USAA
02.2013 - 03.2015
- Obtained property and causality licensing
- Assisted members with inquiries regarding their auto and home policies
- Assisted members on policy changes on current and new auto and homeowner policies
- Provided world-class customer service for members while also recommending other financial products to fit their needs
- Responsible for reaching and maintaining daily, weekly, and monthly performance metrics.
Education
Some College (No Degree) -
Southern New Hampshire University
Skills
- Claims Processing
- Claims Management
- Claims Analysis
- Policy Interpretation
- Microsoft Office
- Investigation Techniques
- Quality Assurance Standards
- Staff Training and Development
Timeline
Lead Fraud & Claims Operations Specialist-UAR
Wells Fargo
04.2022 - Current
Lead Fraud & Claims Operations Specialist-LRO
Wells Fargo
10.2016 - 04.2022
Home Preservation Specialist
05.2015 - 10.2016
Property and Casualty Representative
USAA
02.2013 - 03.2015
Some College (No Degree) -
Southern New Hampshire University