Nicole Maas
Portland,OR
Overview
14
14
years of professional experience
Work History
Lead Fraud & Claims Operations Representative
Wells Fargo
Portland, OR
11.2022 - 09.2026
- Reviewed, verified, and identified customer transactions to detect and prevent financial crimes, policy violations, and suspicious situations
- Monitored and reviewed complex account activity requiring research that involved multiple transaction channels and products
- Used a variety of sources for information, including multiple online systems and more complex tools
- Documented research findings and actions on cases for referrals for suspicious activity and suspected financial abuse
- Contacted a variety of sources to gather information e.g. customers, other financial institutions, and vendors to verify transactions
- Provided feedback and presented ideas for improving or implementing processes and tools within fraud and claims functional area
- Performed complex operational tasks, including review, verification, and identification of customer transactions to detect and prevent fraud and policy violations in order to mitigate losses
- Provided subject matter knowledge and interpretation of procedures to less experienced staff
- Supported fraud and claims functional area by proactively identifying opportunities to improve customer experience
- Led training classes and provided ongoing training and guidance to teammates.
Financial Crimes Specialist 2
Wells Fargo
Portland, OR
04.2014 - 11.2022
- Conducted thorough investigations into suspected financial crimes and fraudulent activities.
- Collaborated with cross-functional teams to assess risk management strategies.
- Monitored account activity to identify suspicious behavior and initiate alerts.
- Recommended process improvements to enhance detection of financial misconduct.
- Maintained up-to-date knowledge of financial regulations and industry trends.
- Performed general accounting handling functions such as closing accounts and placing accounts on hold.
- Provided training to staff members on how to detect and prevent financial crimes.
- Developed policies and procedures regarding financial crime prevention and detection.
Research and Remediation Representative 2
Wells Fargo
Portland, OR
03.2013 - 04.2014
- Received and researched customer calls related to disputes with credit card transactions.
- Resolved customer complaints promptly to maintain satisfaction levels.
- Assisted clients with account inquiries and service requests efficiently.
- Processed transactions accurately while ensuring compliance with policies.
- Utilized banking software to manage client accounts and documentation effectively.
- Educated customers on banking products and services to enhance knowledge.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Education
Billings Senior High
06.2001
Skills
- Extensive experience in fraud prevention and detection
- Strong critical thinking skills and excellent written and verbal communication skills
Timeline
Lead Fraud & Claims Operations Representative
Wells Fargo
11.2022 - 09.2026
Financial Crimes Specialist 2
Wells Fargo
04.2014 - 11.2022
Research and Remediation Representative 2
Wells Fargo
03.2013 - 04.2014
Billings Senior High