Michelle Gonzalez
Bulverde,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
ACH Dispute Analyst
United Services Automobile Association, USAA
San Antonio, Texas
02.2019 - 07.2022
- Analyzed, researched and resolved payment claims within required timeframes.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Adhered to department processes, procedures and goal expectations for case investigations.
Fraud Analyst
United Services Automobile Association, USAA
San Antonio, Texas
01.2016 - 02.2019
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Provided exemplary level of customer service to clients and company personnel.
Risk Operations Analyst/Disputes Specialist
JPMorgan Chase
San Antonio, Texas
09.2008 - 10.2014
- Performed in-depth research and investigations and recommended strategies to resolve problems and prevent further concerns.
- Looked at current and new merchants and individual sales to evaluate fraud, chargeback and compliance risks.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Produced and filed reports every quarter to inform senior management of current activities and progress with investigations.
Education
High School Diploma -
Harlandale High School
San Antonio, TXAssociate of Applied Science - Business Management
University of Phoenix
Skills
- Investigation of Claims
- Customer Needs Assessments
- Creative Solutions
- Effective Problem-Solving
Timeline
ACH Dispute Analyst
United Services Automobile Association, USAA
02.2019 - 07.2022
Fraud Analyst
United Services Automobile Association, USAA
01.2016 - 02.2019
Risk Operations Analyst/Disputes Specialist
JPMorgan Chase
09.2008 - 10.2014
High School Diploma -
Harlandale High School
Associate of Applied Science - Business Management
University of Phoenix
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