NIA MCNEILL
Fayetteville,NC
Summary
Analytical Fraud and Customer Protection Specialist with 3+ years of experience investigating complex financial crimes, including account takeovers, identity theft, and unauthorized transactions. Proven track record of managing 150–160+ cases weekly while maintaining high accuracy and efficiency. Recognized as a Top 3 performer for fraud resolution metrics and customer satisfaction. Skilled in transaction analysis, fraud detection, and risk mitigation, with hands-on experience using LexisNexis and fraud monitoring systems to identify trends and prevent losses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Protection Specialist II
First Citizens Bank
09.2024 - Current
- Investigate and resolve 150–160+ fraud cases weekly, including account takeovers, identity theft, check fraud, and unauthorized transactions
- Ranked Top 3 performer monthly based on fraud resolution metrics, accuracy, and customer satisfaction
- Conduct end-to-end fraud investigations, including transaction analysis, account review, and evidence documentation
- Utilize LexisNexis and internal systems to verify identities and support fraud detection
- Identify fraud trends, suspicious patterns, and anomalies to mitigate ongoing and future risk
- Prepare detailed investigative reports supporting loss prevention, compliance, and audit requirements
- Handle Zelle (P2P) fraud and disputes, including unauthorized transfers and transaction errors
- Collaborate with internal teams to resolve complex and escalated fraud cases
- Educate customers on fraud prevention strategies to reduce repeat incidents
- Ensure compliance with banking regulations and internal fraud policies
Contact Center Representative
First Citizens Bank
04.2023 - 09.2024
- Managed high-volume customer interactions, including fraud-related concerns and account security issues
- Reviewed account activity and escalated suspicious transactions for investigation
- Assisted with disputes, payments, and account maintenance while maintaining compliance
- Met and exceeded performance metrics and supported onboarding of new employees
Research Associate
Support Services Group
10.2022 - 04.2023
- Conduct high-volume research and outreach, completing 100+ outbound calls daily to resolve account discrepancies and billing issues
- Investigate and analyze account data to identify errors, discrepancies, and service interruptions
- Communicate with vendors and clients to negotiate resolutions, including fee waivers and payment arrangements
- Maintain accurate documentation of research findings, call outcomes, and account updates
- Manage multiple cases simultaneously while meeting productivity and accuracy targets
- Utilize internal systems and databases to track case progress and ensure timely resolution
- Demonstrate strong attention to detail and problem-solving skills in fast-paced, deadline-driven environments
Call Center Supervisor
Answerphone of America
10.2020 - 10.2022
- Supervised daily operations for a high-volume answering service, ensuring quality and efficiency across all client interactions
- Managed 100+ client accounts daily, maintaining accuracy, responsiveness, and service-level expectations
- Monitored employee performance, call quality, and adherence to company standards to ensure consistent service delivery
- Provided real-time coaching, feedback, and support to improve employee performance and customer experience
- Handled escalated calls and complex customer issues, ensuring timely and professional resolution
- Maintained detailed call logs, performance reports, and operational documentation
- Assisted in training and onboarding new employees on systems, procedures, and customer service expectations
- Identified process improvement opportunities to enhance workflow efficiency and service quality
Education
Bachelor of Arts - Social and Criminal Justice
University of Arizona Global Campus
Skills
- Fraud Investigations & Financial Crime Analysis
- Transaction Monitoring & Risk Detection
- AML/KYC Compliance & Regulatory Knowledge (FCRA, GLBA, Reg E, Reg DD)
- Account Takeovers (ATO), Identity Theft & ACH/Card Fraud
- High-Volume Case Management (150 weekly)
- Fraud Trend Analysis & Pattern Recognition
- Investigative Reporting & Documentation
- LexisNexis Risk Solutions (Identity Verification & Fraud Detection)
- Fraud Case Management & Transaction Monitoring Systems
- Microsoft Excel (Data Analysis, Pivot Tables, Reporting)
- Digital Payments (Zelle, ACH, Debit/Credit)
- CRM & Customer Dispute Resolution Systems
Additional Experience
Corrections Officer III – Scotland County Correctional
IT Support Specialist – NeoNova Network Services
NC National Guard – Automated Logistical Specialist
Customer Service Roles (Various)
Certification
- Fraud Prevention & Bank Security Training
- Business & Consumer Credit Card Processing
- Internal Banking Compliance Training
- CAMS Certification (In Progress – Expected 2026) via ACAMS
Professional Development
2025 Compliance & Regulatory Training, First Citizens Bank, FCRA, GLBA, Reg E, Reg DD, Fair Lending, Cybersecurity, Risk Management, Business Continuity, Consumer Protection
Timeline
Customer Protection Specialist II
First Citizens Bank
09.2024 - Current
Contact Center Representative
First Citizens Bank
04.2023 - 09.2024
Research Associate
Support Services Group
10.2022 - 04.2023
Call Center Supervisor
Answerphone of America
10.2020 - 10.2022
Bachelor of Arts - Social and Criminal Justice
University of Arizona Global Campus