Norma Deluna
San Antonio,TX
Summary
Motivated Fraud Analyst touting 10 years of expertise investigating suspicious activity for USAA and Citibank company. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection. Working knowledge of Visa and MasterCard rules and regulations, federal and state regulations, and internal procedures that affect chargeback dispute processing. Working knowledge of federal and state lending laws and regulations such as Reg (EFTA), Reg Z (TILA), UDAAP, FDCPA, etc. Manage daily funnel of account takeover cases, Anti-Money Laundering. Research and identify root cause, record detailed information in all Microsoft Excel, and direct file to appropriate internal unit for actioning. Use a variety of fraud management tools and systems proficiently to recognize and investigate suspicious financial and non-financial activity. Demonstrate speed and accuracy in reporting by maintaining weekly SLA’s while avoiding defects. Proficient in Microsoft Office Suite and Excel, with strong understanding of AML ATO Law Enforcement, SARS ,and regulatory concepts.
Overview
10
10
years of professional experience
Work History
Fraud Prevention and Detection Jr.
Peyton Resource Group/USAA
09.2021 - 06.2023
- Review suspicious activity in regular fraud detection reports and escalate confirmed fraud cases to management to minimize bank loss, give visibility to management, and comply with regulations
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Use variety of fraud management tools and systems proficiently to identify and investigate suspicious financial and non-financial activity on wide range of financial products and services
- Manage daily funnel of account takeover fraud cases, which includes researching and identifying root cause through thorough analysis, recording detailed information in Excel spreadsheet, and directing file to appropriate internal unit for next steps
- Demonstrate speed and accuracy in reporting by maintaining weekly SLA’s while avoiding defects
- Take all necessary and appropriate action to mitigate risk and protect member assets
- Apply foundational knowledge of business, its products, and processes to identify fraud trends, provide improvement opportunities, and recommend solutions for enhancing efficiency of fraud prevention and detection.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
Home Preservation Specialist I
Wells Fargo
08.2020 - 09.2021
- Interview borrowers to understand their specific situation
- Identify and request appropriate documents required for loan modification review
- Analyze customer's financial situation, provide recommendations on loan modifications, and propose options to resolve delinquency
- Oversee borrowing timeline, ensuring all necessary information and document packages are compiled efficiently and within appropriate turn times
- Identify, maintain, track, and log requested documentation for loan modification review
- Answer inbound inquiries from borrowers regarding status of loss mitigation, loan modification, and short sale and foreclosure processes
- Place outbound calls to borrowers regarding current status, options, customer obligations, required documentation, re-submittal of items, etc
- Access information on multiple systems to inform borrowers of loan terms, important dates, and deadlines.
Escalation Specialist II/Risk Management
Citibank
08.2013 - 08.2020
- Provide fraud risk assistance and loss mitigation options for clients while demonstrating strong written and verbal communication skills in receiving and transmitting information
- Oversaw and monitored execution of day-to-day processes in resolution of charge backs and disputes in adherence to banking regulations and time frames including Reg E and Reg Z
- Developed and improved quality program process to effectively audit and evaluate areas for adherence to federal regulation such as Reg E Reg Z, and policies to drive better results
- Coordinate and submit fraud dispute documentation, track status, and follow up on all fraud cases to provide timely resolution to clients
- Record customer interaction details into system to track requests, actions taken, and issues resolved accurately
- Consult with other internal departments to resolve discrepancies and to discover effective solutions.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
Education
High School Diploma -
William Taft High School
San Antonio, TX06.2007
Some College (No Degree) - General Studies
San Antonio College
San Antonio, TXSkills
- Client Relations Skills
- Procedure Reviewing
- Account Information Review
- Customer Accounts Management
- Regulations-E,Z,UDAAP,FDCPA,Patriots Act; SCRA, etc
- Case Analyzation
- Verbal and Written Communication
- Microsoft
- Case Management
- Loss Mitigation
- Risk Management
- Law Enforcement
Timeline
Fraud Prevention and Detection Jr.
Peyton Resource Group/USAA
09.2021 - 06.2023
Home Preservation Specialist I
Wells Fargo
08.2020 - 09.2021
Escalation Specialist II/Risk Management
Citibank
08.2013 - 08.2020
High School Diploma -
William Taft High School
Some College (No Degree) - General Studies
San Antonio College
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