Merranda Diaz
Jacksonville,FL
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
Work History
Fraud Investigator Team Lead
Gentpact
Jacksonville, FL
07.2023 - Current
- Team lead of fifteen people
- Quality coaching
- Feedback
- Call auditing
- Monitored customer accounts regularly for any changes or irregularities that may indicate fraudulent behavior.
- Created reports detailing the results of investigations into suspected cases of fraud.
AML Analyst
Genpact
Jacksonville, FL
02.2022 - Current
- Identified, assessed, and reported any suspicious or unusual activity related to anti-money laundering.
- Maintained up-to-date knowledge of current AML trends, regulations, and best practices.
- Provided training on AML compliance issues to staff members.
- Monitored customer accounts for any changes that may require further investigation or review.
- Prepared detailed reports for management regarding AML compliance issues.
- Investigated alerts generated by the bank's internal systems related to money laundering activities.
- Analyzed financial statements and transaction histories to detect potential money laundering activities.
- Identified potential threats, vulnerabilities and suspicious behavior patterns and recommended mitigation measures.
Fraud Analyst
Citibank
Jacksonville, FL
01.2018 - 02.2022
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Assessed customer and client data to detect potential fraud risks.
- Monitored customer accounts and identified any discrepancies or irregularities in account activity.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Documented all investigative findings in a clear, concise manner for senior management review.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Documented investigative findings in reports.
Returns Specialist
Venus Fashion
Jacksonville, FL
05.2015 - 08.2020
- Performed detailed reviews of customer returns to identify any discrepancies.
- Evaluated product condition and determined whether the return was eligible for a refund or exchange.
- Managed customer relations by responding promptly to inquiries, complaints, and requests regarding returns.
- Processed refunds in accordance with company policies and procedures.
Dispute Resolution Team/Security Ops Loan
Visa Prearb
Jacksonville, FL
08.2018 - 01.2020
- Conducted research on dispute resolution processes and procedures.
- Reviewed cases to determine appropriate action plans for resolving conflicts.
- Monitored progress of ongoing dispute resolutions cases.
- Drafted reports summarizing results of dispute resolutions efforts.
Education
Associate of Arts - Business Administration
Florida State College At Jacksonville
Jacksonville, FL08-2020
Skills
- Effective Communication
- Account Information Review
- Credit Card Fraud
- Financial Fraud
- Fraud Detection
- Team Collaboration
- Fraud Identification
- Risk Level Determination
- Interviewing Capabilities
- Verbal And Written Communication
- Case Report Development
- Proficient In Microsoft Office & Teams
- Significant understanding of BSA/AML/OFAC
- Trained In Nexis Lexis & Workday
- Transaction Review
Timeline
Fraud Investigator Team Lead
Gentpact
07.2023 - Current
AML Analyst
Genpact
02.2022 - Current
Dispute Resolution Team/Security Ops Loan
Visa Prearb
08.2018 - 01.2020
Fraud Analyst
Citibank
01.2018 - 02.2022
Returns Specialist
Venus Fashion
05.2015 - 08.2020
Associate of Arts - Business Administration
Florida State College At Jacksonville