Melissa Cavallo

Within the Retail Bank’s Financial Crimes Prevention & Operations division, investigate a high volume of private label retail card claims for clients including Samsung, Raymour & Flanigan, and Ethan Allen, rendering pay or deny claim decisions

• Reviewed and evaluated non-fraud billing error claims, ensuring resolution and compliance with Regulation Z requirements
• Conducted comprehensive fraud claim investigations for Application Fraud, Zero Dollar Fraud, and Account Takeover, ensuring adherence to Regulation Z and Fair Credit Reporting Act (FCRA) standards
• Evaluate dispute case records, analyze transaction facts, and obtain merchant documentation to inform final claim determinations
• Documented research steps and findings, processed financial adjustments, and verified postings for chargebacks, fee reversals, and refunds using bank software
• Demonstrated high-quality case handling by achieving 100% QA audit scores and consistently meeting required productivity metrics

Supported a defense litigation law firm, assisting attorneys with discovery review, document organization, and evidentiary research for complex civil cases that may proceed to trial

• Managed over 40 active cases, ensuring timely progression through all litigation phases
• Prepared for depositions by reviewing case files, identifying key documents, and assembling exhibits and binders
• Drafted legal documents including correspondence, motions, authorization forms, privilege logs, and subpoenas, enhancing litigation case strategy
• Reviewed files and redacted privileged information to uphold confidentiality and comply with legal standards
• Analyzed deposition transcripts and created high-level summaries for legal teams
• Contributed to trial preparation and case support for litigation that resulted in a favorable trial verdict
• Reviewed and managed document productions from opposing parties and co-defendants, ensuring compliance and thoroughness in case preparation

Performed daily branch operations while enforcing Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) compliance standards and internal controls, supporting risk mitigation efforts, and collaborating with branch staff to meet sales and customer service objectives

• Managed teller area and responded to telephone inquiries regarding account openings, wire transfers, and online banking.
• Processed financial transactions, including check cashing, deposits, withdrawals, and foreign currency exchanges, while following authentication protocols
• Identified opportunities to enhance customer engagement by recommending appropriate financial products and making referrals to platform staff to support sales goals and improve service offerings
• Trained new hires in operational systems, policies, and procedures to support team effectiveness
• Supported management with weekly cash orders, ATM replenishment, and vault audits, ensuring operational accuracy and compliance
• Prepared documents for quarterly audits and generated teller difference reports, contributing to operational transparency and accountability
• Received recognition from senior management for exceeding sales goals and maintaining customer satisfaction
• Awarded the Guardian Angel Award twice for diligence in preventing financial losses

Facilitated mortgage brokerage operations, prepared client documentation, and supported loan processing requirements to enhance workflow efficiency

• Answered calls from prospective borrowers, providing information on loan options and application procedures
• Guided clients through loan process, ensuring positive experiences and timely completion of applications
• Recorded details from phone conversations in the client database for organized follow-up
• Reviewed financial documents, including W-2 forms and tax returns, to verify completeness and accuracy
• Coordinated client meetings to streamline loan applications and ensure efficient processing
• Oversaw the client database to maintain accurate records and support regulatory compliance