SAMANTA RUIZ

• Review fraud alerts, account activity, and transactional patterns to identify, validate, or rule out potential fraud across digital banking environments.
• Analyze behavioral trends, linked entities, device intelligence, identity discrepancies, and payment activity to detect indicators of account takeover, identity fraud, and first-party fraud.
• Apply policy-based decision-making to support fraud determinations, account restrictions, escalations, and loss prevention initiatives.
• Document investigative findings, risk indicators, and case rationales while maintaining accurate, audit-ready records.
• Collaborate with internal risk, investigations, and escalation teams to support timely, compliant, and data-driven fraud resolutions.

• Established standardized checklists and verification procedures that reduced client follow-up corrections by 30%, improving accuracy and minimizing compliance risks.
• Conducted identity and documentation reviews to validate client information and detect discrepancies before filing, reducing potential audit triggers.
• Utilized digital platforms to prepare, upload, and secure financial and tax documentation for individual clients, ensuring compliance with IRS guidelines and preventing submission errors.
• Compliance Training Leader: Facilitated 30+ workshops, improving provider compliance understanding by 20%.
• Top Fraud Resolution: Resolved 98% fraud cases within 24 hours, enhancing customer trust.
• Provided bilingual customer service by explaining requirements, gathering records, and ensuring clients were fully oriented on next steps while maintaining confidentiality.

• Designed and implemented digital onboarding workflows for 80+ providers, standardizing verification steps and reducing processing time by 35%, while improving record accuracy and audit readiness.
• Conducted provider site visits and compliance coaching sessions focused on regulatory requirements, which reduced recurring submission errors by 40% and strengthened trust with providers and families.
• Reviewed and validated provider records, questioned inconsistencies, and resolved documentation issues to ensure compliance with state childcare and funding regulations.
• Supported the training and onboarding of new coordinators by documenting procedures and best practices, cutting shadowing time from 4 weeks to 2 weeks, and improving the consistency of case-handling across the team.

• Reviewed high-risk alerts and transaction patterns to identify potential fraud, validate customer activity, and prevent unauthorized access, reducing losses and exposure to financial risk.
• Documented case notes and escalated suspicious activity, supporting fraud investigations by verifying account ownership and transaction legitimacy with internal teams and external institutions.
• Acted as primary point of contact for 60+ customers daily, qualifying account inquiries before escalation to maintain accuracy and policy alignment.
• Maintained audit-ready records and accurate CRM entries, improving visibility across case history and reducing repeat inquiries by delivering clear, actionable next steps to customers.

• Processed 120+ high-volume financial transactions per shift with accuracy and attention to detail, ensuring compliance with internal banking protocols and regulatory requirements.
• Established and directed efficient workflows that reduced manual review time and improved turnaround on approvals, demonstrating strong time management and interpersonal skills in a fast-paced environment.
• Assisted in resolving transaction discrepancies by researching case data, coordinating with cross-functional teams, and providing updates that guided customers and partners toward timely resolution.
• Maintained audit-ready documentation and demonstrated strong accountability by ensuring records were complete, accurate, and available for compliance reviews.