Lisa Toth-Garcia
Stratford,CT
Summary
Detail-oriented analyst with several years of experience conducting analysis and research on several systems, gathering requirements, and delivering actionable insights to drive efficiency and improve processes while reducing operational losses and enhancing customer experience. Strong problem solving skills with basic knowledge of SQL. In addition, 10+ years as a Group Leader with a strong ability to adapt to changing priorities, and lead teams through challenges
Overview
17
17
years of professional experience
Work History
Group Leader
M&T Bank
Bridgeport, CT
09.2022 - Current
- Provided assistance and resolution with escalations and complex investigations for card fraud claims to adhere to federal and bank policies, while minimizing loss and providing a positive customer experience.
- Maintained a high level of communication between group members and other departments.
- Process onboarding request for new employees for Managed Services.
- Identified training needs for group members; provided instruction when appropriate.
- Worked with other group leaders to identify and resolve issues between teams.
Risk Analyst
People's United Bank
Bridgeport, CT
04.2018 - 09.2022
- Conducted analysis of financial risks and identified areas of potential exposure with transactions related to Check and Debit Card Disputes and report finding to management and related departments
- Reviewed internal processes for identifying, measuring, monitoring, and reporting risks to stay compliant with bank controls and Regulation E.
- Led complex investigations related to check and debit card fraud claims, guaranteeing adherence to policies and preventing loss or reputational risk.
- Implemented procedures for monitoring and controlling operational risks.
- Investigated suspicious transactions as part of fraud prevention efforts.
- Created and maintained weekly and monthly dashboards for department volume reporting.
- Lead role in department's systems development, testing, and implementation. Including preparing test scripts, communicating progress updates and participating in meetings.
- Mitigated risk and decreased losses. Analyzed fraud trends. Ensured federal regulations and internal policies were met. Represented bank as primary contact for internal and external auditors.
Group Leader
People's United Bank
Bridgeport, CT
04.2007 - 04.2018
- Orchestrated strategic planning of short-term and long-term initiatives, completing high-volume workload timely.
- Met daily service level agreements continually by creating procedures and cross-training staff.
- Manage and assign daily task to staff and ensure regulatory items are worked with accuracy and completed within the required timeframes to meet bank and customer expectations.
Skills
- Quality Control
- Continuous Improvement
- Issue Resolution
- Audit Support
- Decision making
- Adaptability
- Problem-Solving
- Working independently
- Critical Thinking
- Claim Investigation
Timeline
Group Leader
M&T Bank
09.2022 - Current
Risk Analyst
People's United Bank
04.2018 - 09.2022
Group Leader
People's United Bank
04.2007 - 04.2018
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