Marvette Chezem
San Antonio,TX
Summary
Diligent and knowledgeable Fraud Investigator with proven expertise in investigating different types of financial fraud. Coordinates fraud detection and prevention
strategies to improve protections and minimize loss of assets. Skillfully detect irregularities and fraud with in-depth reviews
Overview
14
14
years of professional experience
Work History
Fraud Investigator- Contractor
USAA
10.2022 - Current
- Reviewing referrals from Detection Specialist to determine if they merit further investigation and provide coaching/feedback to Detection Specialists
- Monitoring and investigating suspicious activity on new and existing customer accounts
- Analyzing monetary and non-monetary fraud transaction data to detect fraudulent patterns and trends supporting the investigative process
- Staying current on trends in such areas as money laundering and criminal techniques to successfully spot new types of fraud.
- Reviewing Trailing Report Clusters, Validate fraud alerts and corresponding linking factors in order to refer to new case or route to existing case.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Conducted prompt and thorough investigations on referred files.
Fraud Investigator Level 2 High Dollar Agent
Conduent
08.2018 - 10.2022
- Documented details on Excel spreadsheets for all cases over 5k in order to begin processing and preparing SARS Reports.
- Made outbound calls to Merchants, Cardholder's, Nursing Home, Case Managers and Suspects in order to conduct interviews to gather further information to resolve fraud cases.
- Investigated all types of fraud cases from over 5k on average of 60 cases per week utilizing internal and external tools including but not limited to Lexis Nexis Verint MasterCard Merchant websites to determine how to resolve claims.
- Contributed to risk assessment efforts by identifying vulnerabilities within existing systems that could be exploited by criminals perpetrating fraud schemes.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Conducted prompt and thorough investigations on referred files.
Cardholder Dispute Services Escalations
Conduent Business Services
10.2013 - 08.2018
- Provide help in escalations for errors in fraud and non-fraud disputes
- Responsible for Supervisors calls and de-escalations
- Filed Fraud and Non-Fraud transaction disputes
- Verified/Validating over 40 IDs and personal documents daily containing PI information to confirm cardholder identity.
Customer Service Representative Level 2 Lead
Conduent Business Services
10.2009 - 10.2013
- Responsible for taking supervisor escalations from non-fraud and fraud dispute agents' level one and two
- Accountable for running hourly reports in order to produce efficient flowing queue
- Responsible for agent development through one-on-one coaching and evaluations
- Trained new hire classes of up to 30 agents with no prior experience to work efficiently for team for customer service assisting cardholders with their accounts and or debit cards
- Up-trained agents for new project developments with the success rate of 98%
- Create access to alternate verification systems for all new hires
Education
GED -
San Antonio College
San Antonio, TX12.2006
Skills
- Knowledge of Windows, XP, Word, Excel, PowerPoint, Microsoft Outlook, Verint, Lexis Nexis MasterCard, Visa, Experian
- Dispute Resolution
- Transaction monitoring
- Data Analysis
- Subpoena delivery
- Activity monitoring
- Trend Analysis
- Friendly, Positive Attitude
- Microsoft Office
- Critical Thinking
Timeline
Fraud Investigator- Contractor
USAA
10.2022 - Current
Fraud Investigator Level 2 High Dollar Agent
Conduent
08.2018 - 10.2022
Cardholder Dispute Services Escalations
Conduent Business Services
10.2013 - 08.2018
Customer Service Representative Level 2 Lead
Conduent Business Services
10.2009 - 10.2013
GED -
San Antonio College