Mónica Irizarry

Oversaw real-time fraud detection and alerts, conducting investigations on financial crimes including identity theft and account takeover.

Conducted audio analyses, minimizing false positives and protecting customer funds by recognizing voice characteristics.

Utilized tools such as Verint, Lexis Nexis, and Nuance to validate caller identities from alerts generated by Pindrop and Voice ID.

Acted as subject matter expert in fraud, guiding customers through the replacement of compromised accounts.

Performed thorough research, interpreting data to create detailed reports on findings.

Collaborated with cross-functional teams to ensure compliance with KYC, AML, and CFT regulations during customer onboarding.

Distinguished between human and synthetic audio early in calls to mitigate fraud risks.

Coordinated with bankers to facilitate smooth account closures and replacements for affected customers.

• Processed loans and credit applications efficiently for clients.
• Educated customers on available banking products and services.
• Conducted account openings and closings while ensuring compliance with regulations.
• Collaborated with team members to improve customer service experience.
• Maintained consistently up-to-date knowledge of banking regulations and policies.
• Conducted financial reviews to identify additional products or services for existing customers.
• Assist customers with online banking tools and mobile applications.
• Processed wire transfers, money orders, and stop payment requests following established procedures.

Started on March 8, 2002, as a customer service representative, worked in different areas in the Fraud department, and finished working on January 3rd, 2023, as a Client Advocate for Wealthy customers. Here is a brief of my 21 years with CITI:

• Assisted clients with account inquiries, payment processing, and card activations. Cultivated trusting relationships with clients to foster sustainable connections.
• Supported operations management by onboarding new hires and facilitating training on procedures.
• Ensured compliance with fraud policies while actively reviewing alerts for timely updates.
• Conducted thorough investigations on potential fraud abuse using various validation tools.
• Supporting operations management with the Costco onboarding process in June 2016, as an onboarding expert helping new hires with the system, research methods, procedures, updates, and performance, I became a resource during the onboarding.onboarding.
• Handled escalated calls for fraud risk evaluations, demonstrating strong problem-solving skills.
• Led projects tracking customer service calls and fraud-related accounts for operational improvements.
• Translated communications for Spanish-speaking clients to ensure accurate identity validation.