Summary
Overview
Work History
Education
Skills
Knowledge of Systems
Timeline
Generic

Nathaniel Gregorio

Glendale,AZ

Summary

As an individual who values growth, I continue my dedication to Wells Fargo, exceeding the standards within each position and going above and beyond for not just myself, but for my peers. Prioritizing teamwork and open communication, I strive to support others and maintain a heathy working environment for all.

Overview

6
6
years of professional experience

Work History

Fraud & Claims Operations Associate

Wells Fargo
Tempe, AZ
10.2022 - Current
  • Drafted PowerPoints and work guides to simplify confusing procedures for under-performing agents.
  • Conducted sides-by-sides and agent observations to increase production and quality of work.
  • Implemented a monthly Work Director meeting amongst both inbound and outbound Online Fraud Detection.
  • Redesigned a morale-based group to support in a healthy work environment.
  • Assembled Excel sheets to provide current team, location, and department statistics.
  • Worked closed in hand with Account Takeover (ATO), Elder Exploitation Detection and Education (EEDE), and Prevention Contact Center (PCC) to bridge a connection between the sister departments.
  • Highest performing leadership in reviewing and releasing high dollar alerts while maintaining a zero-loss count utilizing PREVENT, Operations Image Browser (OIB), Customer Information View (CIV), and many other systems
  • De-escalated customer concerns when calling back on poor outbound calls made by agents where red flags were not addressed.
  • Received a consecutive exceeds or consistently exceeds three years in a row for end of year evaluations.
  • Analyzed reports of abused call handling and coordinated corrective action alongside senior management.
  • Followed and/or rectified hard hold regulations that did not follow policy and procedure.

Fraud & Claims Ops Specialist III

Wells Fargo
Tempe, AZ
05.2021 - 10.2022
  • Taught as a Subject Matter Expert in consecutive months of Outbound Online Fraud Detection On-The-Job Training (OJT) during the department's hiring surge.
  • Participated in system pilots and testing prior to new features being introduced.
  • Maintained the department's highest stats for an individual agent at a 5.5+ alerts per hour with the department's standard of 4.5 alerts per hour.
  • Tutored the first Inbound Online Fraud Detection group when no procedures had yet been set.
  • Supported work directors in day-to-day tasks.
  • Exceeded in the position expectations by assessing no losses.
  • Completed wire recalls for unauthorized activity through ServiceView.
  • Handled account replacements for Confirmed Fraud transactions within Customer Information View (CIV) as well as debit card replacements within the Prevent system.
  • De-escalated irritated clientele to prevent escalations and complaints.
  • Reviewed customer account activity for fraudulent concerns and potential safety risks for client assets.
  • Reported to senior managers areas for improvement from an agent perspective.
  • Identified scam and fraud trends to prevent further department losses.
  • Proposed research strategies to work directors as well as within team meetings.
  • Remained ahead of schedule for compliance courses.

Part Time Teller to Lead Teller

Wells Fargo
Tempe, AZ
02.2019 - 05.2021
  • Introduced new tellers into the position through shadowing.
  • Performed maintenance and upkeep of branch ATM's.
  • Assumed responsibility of cash shipment and vault balancing.
  • Supported short-staffed branches.
  • Managed merchant teller line with the highest approval for larger transactions.
  • Filed Currency Transactions Reports (CTR) and Suspicious Activity Reports (SAR).
  • Utilized Operations Image Browser (OIB) to compare deposited/cashed checks for fraudulent activity.

Education

Certificate of Completion - Financial Crimes Foundation

Wells Fargo

Associate of Applied Science - Administrative Justice

Mesa Community College
Mesa, AZ

High School Diploma -

Gilbert High School
Gilbert, AZ
05-2017

Skills

  • Customer Service
  • Organizational Skills
  • Time Management
  • Attention to Detail
  • Strong Work Ethic
  • Powerpoint knowledge

Knowledge of Systems

  • PREVENT
  • Operations Image Browser (OIB)
  • Customer Information View (CIV)
  • TellerView
  • Service Vision Platform (SVP)
  • HOGAN
  • CLAIMS
  • ServiceView
  • Deposit Image Process Redesign (DIPR)
  • NEXIDIA
  • NICE
  • Customer Contact Management (CCM)

Timeline

Fraud & Claims Operations Associate

Wells Fargo
10.2022 - Current

Fraud & Claims Ops Specialist III

Wells Fargo
05.2021 - 10.2022

Part Time Teller to Lead Teller

Wells Fargo
02.2019 - 05.2021

Associate of Applied Science - Administrative Justice

Mesa Community College

High School Diploma -

Gilbert High School

Certificate of Completion - Financial Crimes Foundation

Wells Fargo

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Nathaniel Gregorio