Musab Omar
Plymouth,MN
Summary
Results-oriented professional with extensive experience in fraud risk management, specializing in the resolution of high-level customer escalations and complex fraud cases within the banking sector. Excels in collaborating with senior leadership and internal partners to drive policy enhancements and operational efficiencies. Committed to leveraging analytical prowess and a thorough understanding of banking products to safeguard customer interests and company assets.
Overview
8
8
years of professional experience
Work History
Sr Coordinator
Capital One
Remote
03.2021 - Current
- Acted as a primary point of contact for Customer Protection Resolution associates, supporting complex questions through a dedicated helpline phone queue
- Analyzed customer financial activity to detect fraudulent patterns
- Identified and communicated call trends to team members, enhancing awareness and proactive handling of emerging issues
- Conducted meticulous reviews of suspicious activities, ensuring thorough investigation and timely resolution
- Consistently ranked as the top performer out of over 300 agents in the department.
Coordinator
Capital One
Remote
09.2019 - 03.2021
- Managed high-volume inbound calls, resolving 100+ banking disputes weekly
- Collaborated with teams to enhance claims processing
- Executed advanced ID verification, complying with regulatory mandates.
Security Professional
Allied security services
Saint Cloud MN
07.2018 - 09.2019
- Oversaw sophisticated security camera network, managing comprehensive surveillance to maintain high safety standards and regulatory compliance
- Conducted regular facility patrols, applying acute situational awareness to quickly manage and mitigate security threats
- Improved security protocols by actively engaging with bank staff, resolving associate complaints, and conducting thorough investigations.
Mentor
Price Philanthropies Foundation
San Diego CA
05.2016 - 06.2017
- Mentored students from underserved communities, fostering academic skills and supporting career planning to enhance their competitive edge
- Led individual mentoring sessions, resulting in a 20% increase in student academic performance and engagement.
Education
B.S. Business Administration - IT Management
Western Governors University
Salt Lake City, UT03.2025
Skills
- Fraud Detection
- Claims Handling
- Customer Escalations
- Technical Troubleshooting
- Retail & 360 Banking Products Knowledge
- Complex Problem Solving
- Fraud Investigation
- Adaptability
- Interdepartmental Communication
- Process Improvement
Projects
Training Support Team, Selected for the training support team due to demonstrated expertise and leadership, playing a critical role in the onboarding and continuous training of new hires and providing floor support for 150 associates. Subject Matter Expert, Recognized as a Subject Matter Expert within my department, consistently providing essential guidance and expert knowledge to team members.
Additional Information
CPR Training Support Team
- Selected for the training support team due to demonstrated expertise and leadership, playing a critical role in the onboarding and continuous training of new hires and providing floor support for over 300+ associates.
- Recognized as a Subject Matter Expert within my department, consistently providing essential guidance and expert knowledge to team members.
Branch/Cafe Panel Initiatives
- Key contributor to initiatives that enhanced service quality and customer experience, focusing on reducing operational errors and call durations, and providing actionable insights to improve branch complaint processes.
Timeline
Sr Coordinator
Capital One
03.2021 - Current
Coordinator
Capital One
09.2019 - 03.2021
Security Professional
Allied security services
07.2018 - 09.2019
Mentor
Price Philanthropies Foundation
05.2016 - 06.2017
B.S. Business Administration - IT Management
Western Governors University