Summary
Overview
Work History
Education
Skills
Timeline
Generic

NORMA SOTO

Saint Charles,IL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivated Fraud Analyst touting 6 years of expertise investigating suspicious activity for JP Morgan Chase 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.

Overview

13
13
years of professional experience

Work History

Fraud Specialist

JP Morgan Chase
07.2019 - Current
  • Elderly Vulnerable Person
  • Responsibilities
  • Review and assess assigned cases with activity identified as fraud or suspicious
  • Based on the type of fraud, a comprehensive investigation is performed by reviewing merchant sales drafts where a suspect(s) can be identified
  • Attempting to establish a relationship with the customer
  • Review, previous account activity to see if there is a spending pattern or activity that seems highly suspicious
  • Submit a report to the bank's Global Security and Investigations Department when suspicious of financial exploitation
  • Providing detail about the fraudulent charges and suspect information for further review
  • Collaborating with Global Security and Investigation associated by providing additional documentation to further their investigation
  • Send coaching to the previous specialist who worked the account and failed to submit a report to Global Security Investigation per policy and procedure when suspicious financial exploitation is evident
  • Aid other bank employees in evaluating if a customer is being financially exploited to take proper procedures
  • Volunteer to facilitate team meetings in the absence of the manager.

Fraud Recovery Specialist

JP Morgan Chase Credit Card
01.2017 - 06.2019
  • Review accounts assigned with transactions flagged or identified as fraud or suspicious
  • Complete a comprehensive investigation of the charges in question by contacting merchants to obtain additional information, reviewing previous accounts activity, reviewing any other documents available, utilizing tools to aid the investigation, and reaching the customer
  • Determine and make a suitable conclusion based on the information collected and contact the customer to discuss findings and notify the claim's outcome
  • Support other teams in the department by assisting with new hire employees' questions and procedures
  • Knowledge of bank's policies, procedures, and regulations according to the line of business
  • Adhere to the bank's policies and procedures
  • Volunteer to work on complex cases that are time-sensitive due to bank regulations.

Lead Teller Operations Specialist

JP Morgan Chase
07.2015 - 12.2017
  • Supporting Branch Managers and Tellers to ensure that transactions are completed accurately and efficiently while complying with policies, procedures, and regulatory bank requirements
  • It was working with the branch manager to create a branch environment that provides an exceptional customer experience and dynamic and engaging culture
  • Introduce customers to the branch team to assist with specialized financial needs
  • Educating customers in the various self-service options to access their accounts 24/7, all 7 days a week
  • Support Branch Manager with all branch operations, including loss control, compliance, internal controls, and standards audits
  • Strong knowledge of bank policies, procedures, and bank regulations
  • Assist with the teller schedule to ensure that the branch was adequately staffed to handle the required volume of transactions and services
  • In the absence of the Branch, Communicate with the staff of the branch properties throughout the day

JP Morgan Chase Teller
06.2010 - 07.2015
  • Handling transactions such as deposits, withdrawals, account transfers, and access to safe deposit boxes
  • Greeting customers
  • Explaining services
  • Answering questions regarding bank policies
  • Additional responsibilities
  • Vault custodian- Processing, monitoring, and validating coin and currency amounts in vault according to bank's standards and regulations
  • Receive, place, and fulfill orders from the Federal Reserve Banks and internal units to maintain cash levels and perform branch cash flow.

Education

high school diploma -

Elgin High school

BBA - BUSINESS ADMINISTRATION

Arizona University Global Campus
Chandler, AZ
10.2024

Skills

  • Effective communication skills
  • Detail-oriented
  • Problem-solving
  • Ability to multitask
  • Adaptability
  • Excellent interpersonal skills
  • Time management
  • Customer Service Process Improvement

Timeline

Fraud Specialist

JP Morgan Chase
07.2019 - Current

Fraud Recovery Specialist

JP Morgan Chase Credit Card
01.2017 - 06.2019

Lead Teller Operations Specialist

JP Morgan Chase
07.2015 - 12.2017

JP Morgan Chase Teller
06.2010 - 07.2015

high school diploma -

Elgin High school

BBA - BUSINESS ADMINISTRATION

Arizona University Global Campus

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NORMA SOTO