Octavius Gross
Jacksonville,Fl
Summary
Solutions-driven top performer with a stellar record of exceeding corporate goals and customer expectations, upholding impeccable quality standards, and delivering outstanding results. Deadline-driven with the ability to excel in fast-paced environments, complete projects accurately and on time, and follow through to the last detail. Solid communication, organization, multi-tasking, and critical-thinking skills; able to interact with individuals at all organizational levels
Overview
12
12
years of professional experience
Work History
Fraud Operations Specialist 4
Citi
02.2025 - Current
- Demonstrated excellent problem-solving skills in identifying root causes of fraud and recommending appropriate solutions to minimize future occurrences.
- Contributed to a positive work environment by fostering teamwork, open communication, and professional development opportunities among team members.
- Reduced fraud losses by implementing effective detection strategies and monitoring systems.
- Conducted in-depth analysis of transaction data to identify trends, patterns, and anomalies indicative of fraudulent activity.
- Perform investigation of potential fraud activity on existing credit card accounts.
- Respond to inbound client inquiries and assist with specific service-related requests and concerns.
- Provide solutions to client issues through the usage of all available resources under limited supervision.
- Complete assigned tasks in an accurate and timely manner.
- Consistently achieve individual and team performance targets.
- Contact card members to verify charges and recent activity to identify any potential fraud.
- Determine specific verification procedures to be used in processing customer’s information.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by adhering to Policy, rules and regulations, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting issues with transparency.
Fraud & Claims Operations Associate 2
Wells Fargo
11.2022 - 01.2025
- Reduced fraudulent activities by conducting thorough investigations and implementing effective fraud prevention strategies.
- Collaborated with cross-functional teams to enhance fraud detection capabilities, resulting in a safer business environment.
- Participate in researching and examining complex transactions and referrals in order to prevent and detect fraud activities, policy violations, and merchant disputes with low to high risk within fraud and claims functional area.
- Review complex transactions and referrals to prevent and detect fraud activities, policy violations, and merchant disputes in low to high risk tasks and deliverables.
- Receive direction and exercise judgment within defined parameters while developing an understanding of investigative techniques and all facets of portfolios serviced by the division to quickly examine information and determine liability as well as impact of each case.
- Provide financial or business evidence and detailed data detecting patterns, trends, anomalies, and schemes in both transactions and relationships across multiple businesses or products to the more experienced management as well as specialists working within the team.
- Managed caseload efficiently while prioritizing high-risk cases for timely resolution.
- Recovered significant financial losses for clients by identifying fraudulent transactions and initiating appropriate recovery processes.
- Protected sensitive customer information by maintaining strict confidentiality during investigations and adhering to all applicable privacy regulations.
- Streamlined investigative processes with technology integration and data analytics tools, increasing productivity and accuracy.
- Performed risk exposure assessments and identified potential risk factors. enabling proactive fraud prevention measures.
- Reviewed and evaluated over 500 transactions daily to identify fraudulent activity, ensuring a safe and secure transaction environment.
Account Resolution Specialist 2
Wells Fargo
12.2019 - 11.2022
- Consistently learning and applying operational policies and State & Federal regulations governing collection practices
- Mitigate risk by adhering to all policies and procedures, as well as local, state and federal regulations
- Be responsible for providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances
- Take inbound calls & make outbound calls utilizing an auto-dialer or direct dial system to determine reason for delinquency
- Demonstrating strong organizational and time management skills, in order to achieve department productivity metrics
- Completed in-depth research to investigate claims and resolve problems
- Monitored aging accounts and reached out to customers to discuss payments
- Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings
- Used probing techniques to determine debtors' reasons for delinquency
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Monitored aging accounts and reached out to customers to discuss payments.
- Provided exceptional customer service, handling inquiries and resolving issues in a professional manner.
Personal Banker 1
Wells Fargo
11.2017 - 12.2019
- Aid customers in opening, managing and optimizing their bank accounts and other products
- Provide advisory services for clients regarding available financial services
- Registered with the State of Florida to provide Notary service to public
- Participant in the WFAW Advocate program to provide information on financial stability and credit management
- Evaluate customer's financial situation to determine the best products to help them succeed financially
- Completed Domestic and International wire transfers up to 100,000
- Assist customer with safety deposit box entry and exit
- Override availability for checks or merchant items for tellers when over limit or suspicious
- Maintain a balancing record that is in line with policy; have the ability to find and correct outages and to enlist help as needed for more difficult errors
Home Equity/Collector II
Wells Fargo
01.2016 - 11.2017
- Accurately input and document actions within the collections systems while maintaining performance and productivity standards
- Initiate outbound calls and receive inbound calls manually and via an auto-dialer
- Acquire advanced knowledge of company products and services, policies, procedures, collections systems and apply this knowledge when communicating with delinquent customers
- Maintain quality and accuracy standards for compliance and quality assurance
- Evaluate customers' financial situations and negotiate terms of repayment, including performing advanced loss prevention activities
Property Manager Assistant
BLW Properties
04.2015 - 01.2016
- Greeting all residents, future residents and internal team members in a professional manner
- Keeping a high level of service in mind with every task while resolving conflict
- Advanced bookkeeping and clerical work
- Facilitate all aspects in the leasing process
- Promoting positive resident relations
- Respecting the boundaries of confidentiality, fair housing laws and safety
- Planning and executing on site marketing and advertising directives
- Mentoring and training new leasing consultants
- Scheduled visits for showing of property
Debt Collector
ERC/TMONE
10.2012 - 04.2015
- Perform skip tracing and due diligence functions to ensure compliance of all Federal Regulations, adhere to the Fair Debt Collection Practices Act as well as all bankruptcy laws both state and federal
- Ability to negotiate payment terms while maintaining a manner which shows empathy, tact, and professionalism
- The process often requires reviewing the account information in database, and/or asking probing questions of the customer in order to better understand customers' current financial state
- Make outbound and receive inbound calls and consistently follow company's collection call model and techniques
- Overcome stalls and objections & suggest money sources for debt payment
- Consistently and accurately document all information pertaining to accounts
- Utilize payment options (credit cards, direct checks, etc.) and secure this information so that administrative services can process
- Meet monthly individual goals
- Give verbal disclosures according to law on every call
Education
B.A.S - Business Management
Florida State College At Jacksonville
Jacksonville, FL07-2026
Associate of Arts -
Florida State College
Jacksonville, FL05.2016
Skills
- Strong Client Relations
- Claims Evaluation
- Expertise in Financial Transactions
- Microsoft Office Proficiency
- Adept at 10-Key Typing Accuracy
- Fraud detection
- Effective Time Allocation
- Loss prevention
- Thoroughness in Task Execution
- Data Collection
- Financial Auditing
- Critical Thinking for Problem Resolution
- Team Leadership
- Effective Time Management
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Timeline
Fraud Operations Specialist 4
Citi
02.2025 - Current
Fraud & Claims Operations Associate 2
Wells Fargo
11.2022 - 01.2025
Account Resolution Specialist 2
Wells Fargo
12.2019 - 11.2022
Personal Banker 1
Wells Fargo
11.2017 - 12.2019
Home Equity/Collector II
Wells Fargo
01.2016 - 11.2017
Property Manager Assistant
BLW Properties
04.2015 - 01.2016
Debt Collector
ERC/TMONE
10.2012 - 04.2015
B.A.S - Business Management
Florida State College At Jacksonville
Associate of Arts -
Florida State College
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