Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

SAMANTHA CENTRETTO FAULK

La Vista,NE

Summary

Resourceful Specialist with extensive fraud background offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

14
14
years of professional experience

Work History

Account Operations Advisor

Toast
01.2025 - Current
  • Assisted with updating customers bank accounts, changes in ownership and legal entities.
  • Implemented quality control measures that led to a reduction in errors and improved product consistency.
  • Streamlined workflow processes for increased productivity and reduced operational costs.
  • Trained team members on best practices, boosting their knowledge and skills to improve performance.
  • Worked closely with our fraud team to help prevent account take overs to keep our customers safe.
  • Collected, arranged, and input information into a database system.

Sr Specialist Fraud Investigations

First National Bank Of Omaha
09.2021 - 01.2025
  • Specialize in investigating fraud claims submitted by credit card customers, ensuring timely and accurate resolution of disputed transactions.
  • Analyze customer spending patterns to identify discrepancies and assess the legitimacy of charges, utilizing data-driven insights to detect potential fraud.
  • Initiate and conduct in-depth investigations for charges that deviate from normal customer behavior, collaborating with merchants to verify transaction details.
  • Partner with local law enforcement agencies when necessary to collect additional information and support potential criminal prosecution efforts.
  • Prepare and file Suspicious Activity Reports (SARs) in accordance with regulatory requirements, ensuring compliance with anti-money laundering (AML) laws and industry standards.
  • Perform comprehensive research to validate claims, determining whether transactions are legitimate or fraudulent, and making decisions based on factual findings.
  • Document all investigative actions, findings, and decisions with clear, concise notes, ensuring transparency and maintaining accurate records for internal teams and customers.
  • Provide expert guidance and recommendations on fraud prevention strategies, helping to minimize future risks and enhance customer protection.

Lead Teller

American National Bank
05.2019 - 01.2021
  • Lead day-to-day teller operations, ensuring accurate cash handling and reconciliation of personal cash drawer, while overseeing the balancing of vault and team members’ drawers.
  • Maintain a strong focus on delivering exceptional customer service, aligning daily interactions with corporate values to foster a positive and welcoming environment for clients.
  • Oversee compliance with security protocols, including alarm testing, money order processing, and adherence to established procedures for safeguarding funds and assets.
  • Act as a back-up Community Banker, expanding expertise in banking services such as opening and closing accounts, processing wire transfers, managing stop payments, and supporting fraud detection initiatives.
  • Assist in training and mentoring new tellers, ensuring they adhere to operational standards and maintain high levels of accuracy, efficiency, and customer satisfaction.
  • Contribute to the branch’s overall success by identifying opportunities for operational improvements, promoting teamwork, and enhancing the customer experience.

Technical Support Agent

Cox
02.2018 - 01.2019
  • Provide one-on-one technical support to customers, diagnosing and resolving issues related to products, services, billing, and work order inquiries.
  • Adhere to company Standard Operating Procedures (SOPs) to ensure consistent, efficient, and accurate resolution of customer issues, while maintaining high satisfaction levels.
  • Handle a broad range of customer inquiries, including troubleshooting technical problems, addressing billing concerns, and confirming work orders, all in alignment with company policy and best practices.
  • Proactively identify opportunities to enhance customer experience by recommending relevant products and services, contributing to both customer satisfaction and increased company revenue.
  • Document customer interactions and technical solutions in the support database, ensuring accurate and thorough records for future reference and continuous process improvement.

Shift Manager

Runza
07.2011 - 01.2018
  • Assist in overseeing daily store operations, ensuring the highest level of customer service and maintaining a positive, efficient store environment.
  • Support the store manager with a variety of responsibilities, including staff training, problem-solving, inventory management, and fostering a culture of customer satisfaction.
  • Manage opening and closing procedures, staff scheduling, and cash drawer balancing to ensure smooth store operations and financial accuracy.
  • Provide hands-on leadership and guidance to team members, facilitating excellent customer interactions while resolving any operational challenges that arise.
  • Leverage strong interpersonal skills to communicate effectively with staff and customers, demonstrating professionalism, respect, and empathy in all interactions.
  • Continuously identify areas for improvement in customer service, operational efficiency, and team development, contributing to the overall success of the store.

Education

High School -

Bellevue East High School
01.2014

Skills

  • Employee Supervision
  • Data Entry
  • Apple/Microsoft Skills
  • Cash Handling
  • Positive communicator
  • Inventory Control
  • Conflict Resolution
  • Customer Service
  • Fraud detection
  • Audit Completion
  • Customer Account Creation/Closing
  • Wire Transfers
  • Legal Compliance with BSA
  • Investigation techniques
  • Strategic planning
  • SAR compliance
  • Analytical thinking
  • Documentation management
  • Customer relations

References

  • Ryan Peterson, 402-291-3133, Bellevue West Runza Owner, 13 years
  • Rebecca Fehrman, 402-658-7104, Former Manager, 3 years
  • Melissa Goldax, 402-213-8625, Former Teacher, 9 years

Timeline

Account Operations Advisor

Toast
01.2025 - Current

Sr Specialist Fraud Investigations

First National Bank Of Omaha
09.2021 - 01.2025

Lead Teller

American National Bank
05.2019 - 01.2021

Technical Support Agent

Cox
02.2018 - 01.2019

Shift Manager

Runza
07.2011 - 01.2018

High School -

Bellevue East High School

Similar Profiles

CREATE PROFILE