Nicholas Guzman
San Antonio,TX
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills. Proven track record in enhancing client satisfaction and loyalty at USAA Federal Savings Bank, leveraging expertise in fraud detection and account management. Excelled in relationship building and analytical thinking, driving process improvements and team collaboration. Skilled in Microsoft Office, adept at translating complex data into actionable insights.
Overview
11
11
years of professional experience
Work History
Fraud Detection Quality Assurance Advisor III
USAA Federal Savings Bank
10.2023 - Current
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Verify and confirm banker ownership of KYC Records to ensure continuous flow of information
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Partnered with internal units to ensure adequate due diligence process is carried out for customer accounts and documentation reviews.
- Enhanced advisor skills and knowledge through continuous professional team collaborations, elevating service quality.
- Analyzed fraud detections work process ensuring compliance and regulatory metrics were met.
- Ensuring fraud detection analysts recognized the correct fraud type upon inspecting members profile, such as ID Theft, Account Takeover, First Party Fraud.
- Exceeded Quality scorecard expectations within a competitive team with compliance over 98% as team goal is 93%.
- Navigated complex regulatory requirements to ensure compliance in all advisory activities.
- Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.
Consumer Account Specialist
USAA Federal Savings Bank
06.2016 - 10.2023
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced internal and external client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed and routinely assisted with Trust accounts, Estates, Fiduciary, Representative Payee, and Guardianship accounts to provide updates and resolve complex problems.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Handled complex CD, IRA, Credit Card, Deposit, or Consumer loan maintenance requests.
- Managed testing procedures and acted as a subject matter expert for Deposit Accounts.
- Acquired expertise in fraud processes, demonstrating an unwavering commitment to safeguarding USAA and member interests.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Engaged in Project Testing with Business Advisors resulting in efficient and updated processes.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Collaborated with sales team to upsell products and services, resulting in higher revenue generation up to 10%.
- Organized and led quarterly review meetings, identifying process gaps, updates, and expectations.
Customer Service Representative
Aetna
09.2015 - 06.2016
- Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
- Maintained a high level of professionalism when interacting with external parties during the verification process.
- Demonstrated excellent attention to detail while handling sensitive client information, ensuring confidentiality at all times.
- Interacted with providers and other medical professionals regarding billing and documentation policies, procedures, compliance, and regulations.
- Insured members maintained the correct health programs allowing to save a minimum of $100 or more on medical supplies or medications.
- Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within the role as a Verification Specialist.
- Contributed to a positive work environment by actively participating in training sessions and sharing knowledge with team members.
- Applied problem-solving skills when faced with challenges or discrepancies during the verification process, seeking guidance from supervisors when needed.
- Consistently met or exceeded company targets for verification completion rates, contributing to the overall success of the team.
- Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors.
- Processes claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals (member/provider) via target system.
Customer Account Specialist
Bank of America
11.2013 - 07.2015
- Conducted regular account reviews with clients to assess satisfaction levels and identify areas for improvement.
- Investigated and resolved escalations/complaints with precision and efficiency.
- Drafted letters, charts and financial reports to keep staff informed of progress.
- Facilitated clear communication between customers and internal departments such as billing or technical support for issue resolution.
- Reduced customer complaints monthly by 5% implementing effective communication strategies.
- Collected and analyzed data to learn more about consumer behavior in regards to escalations and claims.
- Communicated with approximately 40 customers daily to understand needs and explain product value.
- Recognized as a top performer within the team, consistently meeting or exceeding performance metrics related to customer satisfaction.
Education
BBA - Business Administration
The University of Texas At San Antonio
San Antonio, TX05.2011
Skills
- Relationship Building
- Strategic Planning
- Training and mentoring
- Presentations and public speaking
- Research abilities
- Data Interpretation
- Teamwork and Collaboration
- Analytical Thinking
- Time Management
- Critical Thinking
- Attention to Detail
- Microsoft Office Expert (Word, Excel, PowerPoint)
Timeline
Fraud Detection Quality Assurance Advisor III
USAA Federal Savings Bank
10.2023 - Current
Consumer Account Specialist
USAA Federal Savings Bank
06.2016 - 10.2023
Customer Service Representative
Aetna
09.2015 - 06.2016
Customer Account Specialist
Bank of America
11.2013 - 07.2015
BBA - Business Administration
The University of Texas At San Antonio
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