Maria Leticia Urquiza
La Porte,TX
Summary
I am an experienced card specialist with a strong background in fraud prevention and Credit Union security. My strong communication skills enable me to effectively communicate with members and 3rd party service providers. Through my experiences, I possess a solid understanding of compliance regulations, ensuring that industry standards are always met. By staying organized I am consistently able to prosper in environments that require quick action. Currently serving my 8th year of Credit Union experience, I am in search of a Department that shares my desire for growth and development, while maintaining a secure financial environment for members.
Overview
10
10
years of professional experience
Work History
Card and Disputes Specialist
Gulf Coast Educators Federal Credit Union
08.2019 - Current
- Process daily debit and credit card reports involving resolution of unresolved fraud alerts, travel exemptions, limit changes, card orders, and deactivations
- Process and monitor fraud and chargeback disputes through the entire lifecycle of the claim
- Serve as an escalation point for any debit or credit card issues within the credit union as well as liaison with the credit union's card processor for service tickets, fraud rule changes, and fraud mitigation
- Maintain well-organized records of chargebacks and fraud claims, both in physical and digital formats to assist with monthly, quarterly, and yearly metrics analysis
- Ensured strict adherence to the Bank Secrecy Act, Regulation E, and all relevant governmental regulations as well as credit union policies and procedures to guarantee full compliance in all aspects of card operations.
Call Center Representative
Gulf Coast Educators Federal Credit Union
03.2016 - 08.2019
- Aided members across multiple communication channels, offering an extensive range of services including account transactions, loan payments, loan applications, wire transfers, debit and credit card inquiries, as well as screening fraud alerts
- Provided technical support and troubleshooting for the credit union’s digital products, such as online banking, mobile app, bill pay and Zelle
- Exceeded daily performance goals in referring products and services and received multiple outstanding customer satisfaction scores.
Teller
Gulf Coast Educators Federal Credit Union
08.2015 - 03.2016
- Processed member transactions, such as deposits, withdrawals, loan payments, and sales of credit union merchandise
- Educated credit union members about available products and services
- Helped members with filing fraud disputes and replacing their debit/credit card if needed.
Bookkeeper
H-E-B
07.2013 - 03.2016
Cashier
H-E-B
07.2013 - 03.2016
Bagger
H-E-B
07.2013 - 03.2016
Skills
- Critical Thinking
- Multitasking
- Time Management
- Risk Assessment
- Conflict Resolution
- Customer Service
- Active Listening
- Problem Solving
- Case Analysis
- Compliance Awareness
- Employee Supervision
- Attention to Detail
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Card and Disputes Specialist
Gulf Coast Educators Federal Credit Union
08.2019 - Current
Call Center Representative
Gulf Coast Educators Federal Credit Union
03.2016 - 08.2019
Teller
Gulf Coast Educators Federal Credit Union
08.2015 - 03.2016
Bookkeeper
H-E-B
07.2013 - 03.2016
Cashier
H-E-B
07.2013 - 03.2016
Bagger
H-E-B
07.2013 - 03.2016
Similar Profiles
Alexis RochaAlexis Rocha
Virtual Retail Representative at Primeway Federal Credit UnionVirtual Retail Representative at Primeway Federal Credit Union
Adrianna PerezAdrianna Perez
Teller at Gulf Coast Federal Credit UnionTeller at Gulf Coast Federal Credit Union
GISEHL HERNANDEZGISEHL HERNANDEZ
Bank Teller at Concho Educators Federal Credit UnionBank Teller at Concho Educators Federal Credit Union
Ashley DurrettAshley Durrett
Customer Service Representative at Metrix Logistics Group, LLCCustomer Service Representative at Metrix Logistics Group, LLC
Starlet BrayStarlet Bray
Medical Office Specialist at HCAMedical Office Specialist at HCA