Mathelyn Castro
Mint Hill,NC
Summary
Wells Fargo Department of Account Take Over's experienced work director with a solid customer service and banking background. Demonstrates expertise in fraud and claims management, backed by over 7 years of industry experience, including 4 years at Wells Fargo. Specializes in efficiently resolving escalated complaints and dedicated to effectively addressing and solving fraud-related issues.
Overview
10
10
years of professional experience
Work History
Fraud & Claims Operations Associate/ATO Work Director
Wells Fargo
Charlotte
01.2023 - Current
- Research and examine complex transactions and referrals to prevent and detect fraud activities, policy violations, and merchant disputes with high-risk tasks within fraud and claims functional area.
- Exercise judgment within defined parameters while developing an understanding of investigative techniques and all facets of portfolios serviced by the division to quickly examine information and determine liability for impact on each case
- Provide financial or business evidence and detailed data detecting patterns, trends, and schemes in both transactions and relationships across multiple businesses or products to the more experienced management as well as specialists working within the team
- Review more complex situations with senior department staff and networks with supporting departments to create a seamless experience for the customer
- Oversee and delegate task and team meetings to a group of employees that report to me and my supervisor
- Support team performances in identifying control failures in bank processes, procedures, customer, or colleague decisions
- Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area and notify the customer of the results in accordance with Regulation Z guidelines.
Senior Fraud & Claims Operations Representative lll /Account TakeOver
Wells Fargo
Charlotte, NC
01.2021 - 01.2023
- Fraud & Claims Operations: Covers jobs responsible for identifying, researching, and analyzing complex fraud and claims trends, including transactions, referrals, policies, regulatory compliance
- Review, verify, and identification of customer transactions to detect and prevent fraud, policy violations or resolve merchant disputes in order to mitigate and recover losses
- Interact with fraud and claims functional area on a wide range of information as well as with external customers
- Additional duties may include: researching or placing holds and restraints, reversing fees, and / or referring accounts for suspected elder abuse, identity theft, or account misuse.
Fraud and Claims Operations Specialist 2
Wells Fargo
Charlotte, NC
08.2019 - 01.2021
- Provides an exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts
- Customer contact is made through inbound and/or outbound calling to complete investigation
- May also involve contacting third parties for research
- May utilize strong communication (verbal and written) skills to establish reports with customer to de-escalate difficult and sensitive information as a part of resolving a claim
- Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity
- Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes in order to mitigate and/or recover losses
- May be responsible for multiple claim types
- Research moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the case using multiple systems and applications
- Additional duties may include closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse.
Medication Reconciliation/Pharmacy Technician
Novant Health Huntersville Medical Center
Huntersville, NC
02.2014 - 01.2016
- As a Certified Pharmacy Technician my responsibilities is mainly Medication Reconciliation
- My job is filling hospital wide Pyxis machines with medications that unit nurse dispenses to patients
- At Novant Health Huntersville Medical Center has a full-service inpatient pharmacy and I assist pharmacist by filling medications for the nurses to dispense
- I also assist in mixing custom IV mixtures, TPN’s and compounding medications
- One of my major duties is to assist NICS team and Emergency department doctors with patient medication reconciliation by going to patient’s bedside and investigating any and all medications the patient takes including herbal, over the counter and prescribed medications to avoid any reactions with medication administration to the patient while in the hospital
- I assist pharmacists in pharmacy duties and input of patient’s medication into EPIC database for the admitting doctor to sign off on
- I have been cross trained in inventory management mainly to cover current inventory specialist
- I have been trained in inventory procurement and inspections of Pyxis machines.
Education
David W. Butler High School
01.2009
Skills
- Microsoft Office
- PowerPoint
- Policy Interpretation
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Excellent Communication
- Transaction monitoring
- Regulatory knowledge
- Fraud prevention
- Multitasking Abilities
- Financial crimes
- Banking knowledge
- Investigation techniques
- Fraud Prevention Strategies
- Experience with Systems: Hogan, Claims, CIV, PREVENT, Jabber, CRM, Pindrop, NICE, RMS, UW, FDR, TREX, OIB, MaxMind, UAR
Accomplishments
- Created new policy and procedures for authentication called OAM for the department of ATO
- Created help set for performance Dashboard
- Provided presentation for GFCIG Jamaica Scam Referral
- Created “Alerts in PREVENT” help set
- ATO newsletter: Maddy’s Corner 2/24
- Lead internal Pilot for review on alerts 3/24
Personalemail
Maddyar91@gmail.com
Personaladdress
6763 Lebanon Rd, Mint Hill, NC, 28227
Department
Fraud & Claims Operation Analyst
Digital Fraud and Account Security Op
Fraud & Claims Management
Personalphone
(980)318-9395
Personal Information
Title: Fraud & Claims Operations Analyst ATO Work Director
References
Available upon request
Languages
Spanish
Native or Bilingual
Timeline
Fraud & Claims Operations Associate/ATO Work Director
Wells Fargo
01.2023 - Current
Senior Fraud & Claims Operations Representative lll /Account TakeOver
Wells Fargo
01.2021 - 01.2023
Fraud and Claims Operations Specialist 2
Wells Fargo
08.2019 - 01.2021
Medication Reconciliation/Pharmacy Technician
Novant Health Huntersville Medical Center
02.2014 - 01.2016
David W. Butler High School