Magali Sandoval
Columbia,SC
Summary
Dedicated professional with a focus on fraud investigation and customer service. Known for effective communication and attention to detail, contributing to successful outcomes in complex cases and enhancing team collaboration.
Overview
13
13
years of professional experience
Work History
Financial Crimes Support Specialist II
SAFE Federal Credit Union
Sumter, South Carolina
05.2024 - Current
- Analyze transaction patterns to identify potential fraudulent activities.
- Review and investigate customer disputes regarding unauthorized transactions.
- Monitor account activity using fraud detection software and tools.
- Collaborate with law enforcement on suspected fraud cases and investigations.
- Assist in developing strategies to mitigate future fraud risks and incidents.
- Provide training to new team members on fraud detection protocols and procedures.
- Communicate with customers to gather information for ongoing investigations.
- Review customer profiles for any changes that may indicate fraudulent activities.
- Investigate cases of suspected fraudulent activities, including tracing money trails, and analyzing documents.
- Perform a detailed analysis of financial transactions to identify suspicious activity.
- Respond quickly to customer inquiries about possible fraudulent activity on their accounts.
- Document all investigative findings in a clear, concise manner for senior management review.
- Conduct reviews of flagged transactions and reports that show potential suspicious activity.
- Provide training and guidance to other departments on best practices in fraud detection and prevention.
- Collaborate with other departments on investigations, as needed, to review evidence, analyze data, and prepare reports for management.
- Analyze and review confidential and highly sensitive investigative material concerning various parties.
- Serve as primary contact for fraud inquiries.
- Perform deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.
- Review and verify customer documentation to prevent identity theft and account takeover attempts.
Member Service Representative/Loan Interviewer II
SAFE Federal Credit Union
Columbia, South Carolina
12.2019 - 05.2024
- Assisted members with account inquiries and transaction processing.
- Educated members on credit union products and services.
- Resolved member issues through effective communication and problem-solving.
- Processed loan applications and conducted preliminary credit assessments.
- Conducted outreach to promote new financial products to members.
- Trained new employees on customer service protocols and best practices.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Verified identity information on new accounts using established procedures.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Processed loan applications and documented loan decisions according to policy requirements.
- Assisted colleagues with tasks as needed during peak times of activity.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Followed up with customers after their interaction with the organization's services.
- Collaborated with underwriters to facilitate loan approval processes.
- Identified potential risks associated with loan applications.
Teller
SAFE Federal Credit Union
Columbia, South Carolina
11.2015 - 12.2019
- Processed customer transactions accurately and efficiently.
- Managed cash drawer, ensuring balance at shift end.
- Assisted customers with account inquiries and product information.
- Promoted bank services and products to enhance customer relationships.
- Handled check deposits and withdrawals while maintaining compliance standards.
- Resolved customer issues promptly, ensuring satisfaction and retention.
- Maintained knowledge of banking regulations and policies for compliance adherence.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Balanced cash drawers on a daily basis.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Answered customer inquiries regarding bank products and services.
- Built and maintained client relationships through quality, personalized interactions.
- Verified customers' identification to ensure compliance with laws and regulations.
- Followed up on requests from customers in a timely manner.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Trained employees on cash drawer operation.
- Cross-sold additional bank products when applicable to meet customer needs.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Liaised between bank branches regarding best practices and operations.
Hostess/Cashier/Waitress
San Jose Mexican Restaurante
Columbia, South Carolina
01.2013 - 01.2018
- Managed reservation system to optimize seating arrangements and guest flow.
- Collaborated with servers to ensure smooth communication and guest satisfaction.
- Handled customer inquiries and resolved issues with professionalism and care.
- Maintained cleanliness of the entrance and dining area for welcoming atmosphere.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Assisted in preparing the restaurant for opening and closing shifts.
- Handled cash payments and reconciled daily transactions accurately.
- Performed regular restroom checks to restock supplies and handle minor cleaning.
- Tracked inventory of tableware, linens, condiments, ensuring adequate supply levels at all times.
- Took orders for food and drinks and delivered them to guests.
Bank Teller Intern
SAFE Federal Credit Union
Columbia, South Carolina
01.2014 - 06.2015
- Processed customer transactions efficiently and accurately.
- Promoted bank products to enhance customer engagement.
- Followed bank policies and procedures to ensure compliance with regulations.
- Cross-sold bank services such as money orders, traveler's checks, debit cards.
- Balanced cash drawers accurately at end of shift.
Education
High School Diploma -
Richland Northeast High School
Columbia, SC 06-2015
Skills
- Fraud detection
- Transaction analysis
- Risk assessment
- Investigative procedures
- Compliance monitoring
- Customer relationship management
- Financial reporting
- Account verification
- Effective communication
- Problem solving
- Training and development
- Attention to detail
- Team collaboration
- Bilingual - fluent in Spanish and English
- Leadership
- Data entry
- Adaptability
- Time management
- Organization
Accomplishments
- Teller of the year 2018
- 2023 Fraud Ambassador for SAFE Federal Credit Union
- Completed leadership course for SAFE Federal Credit Union
- Often awarded top Sales goals
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Financial Crimes Support Specialist II
SAFE Federal Credit Union
05.2024 - Current
Member Service Representative/Loan Interviewer II
SAFE Federal Credit Union
12.2019 - 05.2024
Teller
SAFE Federal Credit Union
11.2015 - 12.2019
Bank Teller Intern
SAFE Federal Credit Union
01.2014 - 06.2015
Hostess/Cashier/Waitress
San Jose Mexican Restaurante
01.2013 - 01.2018
High School Diploma -
Richland Northeast High School
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