NICOLE FRANCIS
San Diego,CA
Summary
Highly skilled External Fraud Investigator with expertise in fraud prevention, credit card fraud, and investigative techniques. Demonstrated ability to manage case assignment oversight, maintain accurate case notes, and prepare complete and accurate SARs for filing. Possesses excellent communication skills, both verbal and written, and is detail-oriented with strong time management and organizational skills. Proficient in Microsoft Word, Excel, and Power Point.
Overview
15
15
years of professional experience
Work History
External Fraud Investigator
US Bank
12.2017 - 11.2024
- Maintain thorough and accurate case notes setting forth all required actions in chronological order through utilization of a case management system
- Conduct and documenting interviews with witnesses, victims, and subjects as appropriate
- Report investigative findings to the appropriate designee within Fraud Investigations with recommendation for SAR or no SAR Determination
- Prepare complete and accurate SARs for filing
- Ability to correctly identify when matters are appropriate to escalate to management and/or to law enforcement
- Ensure case accurate case completion for all case resolutions prior to submission to appropriate designee within Fraud Investigations for case closure approval
- Participation and compliance with internal continuing education and training
- Training topics may include Compliance with the US Bank Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies and procedures
- Identified trends in fraudulent behavior by researching public records and other sources of information
- Investigated and reviewed suspicious financial activity using data analytics techniques and fraud prevention software
- Coordinated efforts between internal departments during complex investigations
- Created detailed reports outlining the findings from investigations into alleged fraudulent activities
Branch Operations Specialist
US Bank
11.2016 - 12.2017
- Review the referred account number(s) and customer relationship for unusual activity
- After review, make a case determination based on the transactional activity and fraud typologies
- Analyze customer account transactions to detect unusual activity and make decisions on appropriate action to take
- Work cooperatively with US Bank internal departments to obtain and analyze necessary information related to the investigation
- Assist in implementation/modification of Triage processes, which may include the creation of procedures and training
- Completes all required bank wide training and department specific training within the required time frames and stays current on all relevant fraud trends and typologies
- Actively ensures compliance with the US Bank Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies and procedures
- Actively participates in team meetings and any required corporate and business line training
- Monitoring the Reportline to provide timely assistance on non-emergency fraud situations to internal/external customers, and for recording tracking information pertaining to fraud situations
Triage Analyst
US Bank
05.2010 - 11.2016
- Interacts with branches providing support and operational knowledge
- Establishes communication and training to ensure branches meet current operational and security processes
- Ensures successful results in branch areas of compliance and loss control
- Develops and maintains relationships with branch partners
- Provides training and coaching to new employees
- Research losses and provides documentation for potential cross charges
- Resource for branch personnel to clarify and verify current operating procedures and policies
- Facilitates teller coordinator and loss prevention meetings
- Collaborated with team members to identify opportunities for efficiency improvement within the branch operations process
- Assisted in developing strategies that improved overall customer experience at the branch level
- Implemented best practices for all aspects of branch operations management
- Maintained detailed records of customer transactions for compliance purposes
Education
Speech Hearing and Language Sciences
San Diego State University
San Diego, CA05.2008
Skills
- Problem solving
- Managerial skills
- Organizational skills
- Communication skills
- Detail orientation
- Time management
- Computer program knowledge
- Microsoft Word
- Excel
- Power Point
- Fraud prevention
- Credit card fraud
- Report filing
- Investigative techniques
- Case assignment oversight
- Verbal and written communication
- Transaction review
- Case management
- Fraud detection
- Documentation skills
- Ethics management
- Professionalism
- Bank secrecy act
Timeline
External Fraud Investigator
US Bank
12.2017 - 11.2024
Branch Operations Specialist
US Bank
11.2016 - 12.2017
Triage Analyst
US Bank
05.2010 - 11.2016
Speech Hearing and Language Sciences
San Diego State University
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