Summary
Overview
Work History
Education
Skills
References
Professionalassociationscertifications
Accomplishments
Languages
Timeline
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Moses Gutierrez

San Antonio,TX

Summary

Highly experienced, talented, independent and dependable member service representative with over 12 years of customer service, business resolutions, investment analyzation and fraud analytical work with USAA banking, life insurance and investments.

Overview

17
17
years of professional experience

Work History

Member Service Representative-Bank

USAA
01.2008 - 12.2012
  • Managed calls from member to assist with inquires on accounts and manage complex calls for members which include trusts, CD’S, Web Bill Pay
  • Analytical skills needed to try and solve deeper member issues with accounts or to try and save a member from closing accounts
  • Ability to increase the depth of member’s relationship to USAA but provide motivational referrals to other great USAA products
  • Use Microsoft programs: Word, Excel, Outlook and other systems to help customer and build service

Mortgage Loan Representative-Bank

USAA
01.2009 - 12.2012
  • Assist with advising members with mortgage applications
  • Approve or decline base on member’s financial background and credit check
  • Able to analyze financial information to give best advice and product for member’s best benefit and financial security
  • Refer to other lines of USAA business to provide better member experience
  • Work with team members to provide daily referral percentages and other competitors mortgage rates

USAA Life Associate

USAA
01.2012 - 12.2014
  • Assist with customer calls to help answer questions and review life application
  • Need to multitask between application submissions, phone calls, and answer customer emails
  • Have a high standard of quality to meet with each and every file I work, every email I write, and every member I service
  • Need to understand the customer’s concerns and help with any issues or de-escalate irate customers and help provide referrals to other USAA products that will give our member financial security
  • Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations
  • Proficiency using HAL and IMS

USAA Investment Service Representative

USAA
01.2014 - 12.2016
  • Studied for and passed series 7 and 63 licensing exams
  • Provided members with phone call inquires on mutual funds and brokerage account activity, trades, statements
  • Have a high standard of continuing education to provide excellent service and referral solutions for member life invents to facilitate their financial security
  • Cross skilled to also complete basic life insurance service
  • Educated on Universal life policies, level term life insurance, variable life insurance and all functions for the life policies
  • Cross skilled to complete Investment Wires
  • Trained to be diligent on fraud money movement, fraud red flags during phone conversations
  • Learned to ask question relating to wire to help provided assistance to member
  • Used Bridger Insight for wire transfers

USAA Investment Survivor Relation Operations Representative

USAA
01.2016 - Current
  • Resolves not in good order transactions using member contact channels to gather additional requirements and verify and validate information
  • Reviews, analyzes, and processes routine to moderately complex investment product and service transactions
  • Reviews, interprets, and processes internal and external transfers and money movement based on established processes, and submits requests for approvals when transactions exceed limit
  • Began to work on projects for team to produce efficiency or moral for our unit
  • Worked with manager, our legal department to try and find solution on how to effectively communicate Legal Review updates to our front office and back office
  • Worked with Business Risk and Controls to also see if we could implement a way to use Documentum for Legal Referral notifications
  • Proficiency with IMS and FBSI
  • Began MCS Mentorship
  • Meet with Manager every 3 weeks to go over procedures, how to manage time, manage projects, and work responsibilities
  • Began to read “Servant Leadership” by Robert Greenleaf for mentorship

Bank Fraud Analyst

USAA
03.2021 - 10.2024
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations (i.e. account take-over, online scam, first party fraud)
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
  • Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Education

Bachelor of Science -

University of Texas at San Antonio
01.2006

Diploma -

Coronado High School
01.1999

Skills

  • Proficient in Microsoft Office Professional 2000
  • Windows 95/98/2000/XP
  • Outlook Express
  • Workload prioritization
  • Customer service
  • Multitasking
  • Decision-making
  • Attention to detail
  • Teamwork and collaboration
  • Analytical thinking
  • Active listening
  • Teamwork
  • Reliability

References

  • Audra Middleton, USAA Life Manager
  • Patricia Rivera, USAA Investment Manager
  • Russ Wells, USAA Investment Manager
  • Kristan Garner, USAA Manager
  • Steve Martinez, USAA Manager

Professionalassociationscertifications

  • Began MCS Mentorship
  • Series 7
  • Series 63
  • Bank Complex Class completion
  • Mortgage VA and Conventional completion
  • Completion of LOMA 101
  • Life President Nominee Award
  • FASG Stars and Stripes Award
  • MX You Are USAA Award-Most Referrals

Accomplishments

membership recognitions

Series 7 and 65 licensed

ABA fraud licensed


Languages

Spanish
Native or Bilingual

Timeline

Bank Fraud Analyst

USAA
03.2021 - 10.2024

USAA Investment Survivor Relation Operations Representative

USAA
01.2016 - Current

USAA Investment Service Representative

USAA
01.2014 - 12.2016

USAA Life Associate

USAA
01.2012 - 12.2014

Mortgage Loan Representative-Bank

USAA
01.2009 - 12.2012

Member Service Representative-Bank

USAA
01.2008 - 12.2012

Bachelor of Science -

University of Texas at San Antonio

Diploma -

Coronado High School

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Moses Gutierrez