Madeline Nunez Espino
Kissimmee,Florida
Summary
A Fraud Investigator Looking to bring further success to a company through excellent attention to detail and a keen understanding of regulatory procedures. Successfully managing multiple competing priorities and deadlines. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Fraud Investigation Recovery Team/KYC Analyst
Cardworks
11.2022 - Current
- Enhanced client onboarding process by streamlining KYC procedures and reducing turnaround time.
- Ensured compliance with regulatory requirements by conducting thorough customer due diligence checks.
- Assisted in audits, leading to improved internal controls and adherence to regulatory guidelines.
- Performs investigations on card cases categorized as fraud, accessing necessary information and platforms to bring investigation to resolution.
- Assesses incoming card fraud cases to determine impact to client and cardholder, prioritizing those cases that have particular monetary or reputational impact, and taking action to ensure those cases are worked accurately, comprehensively, and timely so that no opportunities are missed.
- Processes account maintenance, including placing flags and holds on accounts and cards to minimize loss exposure to clients.
- Takes action to ensure that regulatory (Reg E and Z and any other applicable Regulation) and compliance requirements are met with respect to card case, and remediating immediately if they are not being met.
TTEC - Bilingual Customer Service Representative
TTEC/Faneuil
05.2022 - 11.2022
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Help customers with their TX tag sticker request ,adding new vehicles
under their account.
● Help customers make payments online.
● Run customers plate through DMV to verify that's their vehicle.
Answered up to [50] calls per day in busy, fast-paced office for both
English and [Spanish]-speaking customers.
● Check license plates through DMV to identify owners.
Healthcare Customer Service Representative
Everise work from home
10.2021 - 05.2022
- Handles high volume of incoming calls
- Gathers customer information, assesses and fulfills customer needs
- Educates customers regarding products and services
- Utilizes and navigates multiple systems simultaneously
- Resolves customer issues via one call resolution guidelines and/or escalated process
- Meets or exceeds company and client performance metrics.
Education
Billing And Coding -
Florida Technical College
Kissimmee, FL02.2023
Skills
- Customer service
- Microsoft
- Bilingual
- Time management
- Microsoft Word
- Multi-task
- Pega , first track,FDR
- Accurate Money Handling
- MasterCard,Visa
- Merrick Bank
- Morgan Stanley
Languages
Spanish
Full Professional
Timeline
Fraud Investigation Recovery Team/KYC Analyst
Cardworks
11.2022 - Current
TTEC - Bilingual Customer Service Representative
TTEC/Faneuil
05.2022 - 11.2022
Healthcare Customer Service Representative
Everise work from home
10.2021 - 05.2022
Billing And Coding -
Florida Technical College
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