Manuel Ortiz
Tampa
Summary
Results-driven Digital Fraud Analyst with expertise in data analysis and fraud detection. Proven ability to implement effective fraud prevention strategies that minimize risk and enhance compliance.
Dedicated professional with a strong background in transaction monitoring and risk assessment. Known for conducting thorough investigations and developing reports that inform strategic decision-making, ensuring compliance with regulatory standards.
Overview
3
3
years of professional experience
Work History
Digital Fraud Analyst
Bank of America
Tampa, FL
11.2024 - 04.2026
- Analyzed transaction patterns to identify potential fraudulent activities and mitigate risks.
- Collaborated with cross-functional teams to enhance fraud detection systems and improve response strategies.
- Conducted thorough investigations into suspicious accounts, ensuring compliance with regulatory standards.
- Developed detailed reports on fraud trends, providing insights for strategic decision-making processes.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
Fraud Analyst
Bank of America
Tampa, FL
01.2023 - 04.2026
- Analyzed transaction data to identify potential fraudulent activities and mitigate risks.
- Collaborated with cross-functional teams to enhance fraud detection processes and improve response strategies.
- Conducted in-depth investigations on suspicious accounts, ensuring compliance with regulatory standards.
- Developed and implemented fraud prevention measures, reducing incidents of unauthorized transactions.
- Maintained up-to-date knowledge of emerging fraud trends and techniques to strengthen defense mechanisms.
- Provided training sessions for junior analysts on fraud detection tools and investigative procedures.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
New Hire Proctoring & Coaching Specialist – Fraud
Bank of America
Tampa, FL
04.2024 - 10.2024
- Conducted thorough account analysis to ensure compliance with regulatory standards.
- Assisted in developing and implementing customer service strategies to enhance client satisfaction.
- Collaborated with cross-functional teams to streamline process workflows and improve operational efficiency.
- Monitored transaction activities to identify potential fraud risks and initiate necessary investigations.
- Provided training and support to junior staff, fostering a collaborative team environment.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Client Service Representative III
Bank of America
Tampa, FL
09.2023 - 03.2024
- Delivered exceptional customer service by resolving inquiries and issues promptly.
- Managed client accounts, ensuring accuracy in transactions and account updates.
- Collaborated with team members to streamline processes and enhance service efficiency.
- Guided clients through banking products, improving product knowledge and utilization.
- Led team meetings to discuss performance metrics and develop action plans for improvement.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Trained new hires on customer service protocols and best practices for client interactions.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
Fraud Client Service Representative
Bank of America
Tampa, FL
01.2023 - 08.2023
- Delivered exceptional customer service while resolving inquiries and issues efficiently.
- Assisted clients with account management, transactions, and product information.
- Collaborated with team members to enhance service delivery and client satisfaction.
- Utilized CRM systems to track interactions and update client information accurately.
- Conducted thorough reviews of account discrepancies to ensure compliance with policies.
- Trained new staff on best practices for customer engagement and service protocols.
- Maintained up-to-date knowledge of banking products to provide informed recommendations to clients.
- Implemented process improvements that streamlined workflow and reduced response times.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
Education
No Degree - Computer Science
Kean University
Union, NJ05-1985
Skills
- Data analysis
- Fraud prevention
- Fraud detection
- Dispute resolution
- Verbal and written communication
- Transaction monitoring
- Pattern detection
- Transaction analysis
- Proficient in Excell, Word
- Trend analysis
- Effective communication
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Professional Working
Timeline
Digital Fraud Analyst
Bank of America
11.2024 - 04.2026
New Hire Proctoring & Coaching Specialist – Fraud
Bank of America
04.2024 - 10.2024
Client Service Representative III
Bank of America
09.2023 - 03.2024
Fraud Analyst
Bank of America
01.2023 - 04.2026
Fraud Client Service Representative
Bank of America
01.2023 - 08.2023
No Degree - Computer Science
Kean University