ROBERT GARCIA
San Antonio,TX
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Fraud Resolution Specialist III
RBFCU
2025.06 - Current
- Collaborate across all fraud units — Services, Accounts, and Strategy — to ensure alignment on fraud prevention and resolution processes.
- Manage high‑priority escalations on behalf of Fraud Services, delivering timely and accurate resolutions.
- Handle call‑back requests with professionalism and urgency, ensuring member concerns are fully addressed.
- Resolve complex credit card issues involving provisional credits, interest disputes, fee adjustments, and escalated concerns.
- Navigate multiple high‑volume queues while maintaining accuracy, efficiency, and service‑level expectations.
- Utilize advanced fraud and servicing tools — including QFD, Verafin, Client Central, and Genesys — to investigate and resolve cases.
- Train Services representatives on card OT processes, improving team knowledge and operational consistency.
- Mentor new hires through shadowing sessions and hands‑on guidance, showing them an insight into fraud operations.
- Serve as an investigator and subject‑matter expert on card claims, including denials, chargebacks, and write‑offs.
- Provide on‑demand support to Services teams when requested or needed.
- Act as the communication advocate for the team, ensuring updates, changes, and process improvements are clearly shared.
Fraud Service II
RBFCU
2022.01 - 2025
- My initiation as a fraud representative started as a fraud claims specialist and for the next eight months, I was trained into processing debit card and credit card fraud claim submissions, taking inbound calls from members and representatives, and accurately approving and denying debit card fraud claims. My work processed changed once we started to transition into our new group as a Fraud Service Specialist, we now can assist members with fraud alerts, debit card fraud, account fraud, and we have expanded our knowledge by becoming that investigator that intakes all the information from the member.
- Duties as Fraud Specialist:
- Assisting members via direct or branch calls
- Providing sympathy and empathy for our members
- Critical thinking skills such questioning for more information and then having the organizational skills to see if a resolution can be ascertained.
- Being well rounded in RBFCU programs such as DNA, Fraud Maps, Verafin, Onbase, WireExchange, and Client Central etc.
- Utilizing Microsoft Teams to ask team for assistance or asking for assistance with it comes to an escalation.
- Collaborate with our Resolutions/Strategy teams to receive advice on how to move forward on specific cases.
- The ability to adapt to changes within the department.
- Learning current fraud trends to prevent them and educating our members on these trends to prevent losses within the credit union.
Senior Member Services Representative
RBFCU
2018.01 - 2022.01
- Demonstrated in-depth knowledge and understanding of the products, fee structure, and member profit objectives. Greeted members, assisted members on teller line for transactions and guided members on who they needed to speak with if their problem couldn't be resolved at the teller line. At branch level I did meet or exceeded daily service quality and performance scores. Educated members effectively by demonstrating product features, employing technical product knowledge to describe capabilities and limitations for members.
- Duties as SMSS:
- Employed excellent money handling abilities to operate and balance cash drawer daily.
- Contributed to RBFCU successful referral program and used applicable technology and programs to effectively show results.
- Ordered an appropriate supply of cash each day to meet expected demands. Developed relationships with members, suggested suitable services, and members financial needs.
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues.
- Trained and developed new team members on customer service initiatives and operational procedures.
- Effectively was recognized as a top seller due to receiving Circle of Excellence in 2019, 2020, 2021, and 2024.
Bookkeeper
HEB
2012.01 - 2018.01
- HEB was a pleasure to work with in the past because they were reasonable, flexible, and gave me the opportunities to develop my career at that time. When i started there i was just a customer service representative and in three weeks they recommended me to become a cashier. During the next five years, I was trained in bakery, maintenance, gas station, business center, cash controller specialist, and then provided the spot of bookkeeper. HEB saw me through my professional development and seen my improvement within the company and during my tenureship with HEB they continued to provide feedback for me and assisted me with my professional development until i resigned my position.
- Various Duties:
- Followed up with vendors, managers, and other employees to resolve open issues and discrepancies.
- Responded to complaints by guests and took initiative to resolve problems.
- Discreetly handled confidential information, including guest records.
- Played crucial role in protecting company's value by keeping information confidential. Assessed needs generating options and implemented solutions in line with clients' requirements.
Education
Associate of Applied Science - Interpreting
San Antonio College
San Antonio2016-01
High School Diploma - undefined
McCollum High School
San Antonio2010-01
Skills
- Decision Making
- Communication
- Fast Learner
- Adaptability
- Customer Service
- Ability to Multitask
- Ability to Work Under Pressure
- Teamwork and collaboration
- Independent Decision-making
LANGUAGES
English
Sign Language
Timeline
Fraud Resolution Specialist III
RBFCU
2025.06 - Current
Fraud Service II
RBFCU
2022.01 - 2025
Senior Member Services Representative
RBFCU
2018.01 - 2022.01
Bookkeeper
HEB
2012.01 - 2018.01
High School Diploma - undefined
McCollum High School
Associate of Applied Science - Interpreting
San Antonio College