Sarah Pickel
Jonesborough,United States
Summary
Detail-oriented professional specializing in fraud operations, recognized for exceptional analytical and documentation management skills. Experienced in investigating fraudulent activities and maintaining customer relations, aiming to leverage expertise to enhance fraud prevention strategies and improve operational efficiency.
Overview
9
9
years of professional experience
Work History
Fraud Ops Specialist - C05
Citibank
01.2025 - Current
- Experience in identifying suspicious transaction patterns and anomalies.
- Gathering and analyzing evidence, including transaction history, account details, and customer information.
- Assessing the risk associated with various transaction types and customer behaviors.
- Recommending and implementing strategies to mitigate fraud risks.
Fraud Ops Specialist - C04
Citibank
10.2022 - 01.2025
- Analyzed customer fraud claims against merchant-provided documentation to determine validity and eligibility for rebilling.
- Ensured all rebilling and fraud claim processes complied with industry standards and internal policies.
- Made informed decisions on chargeback disputes, representing the financial institution's or merchant's position.
- Requested additional information from merchants or customers when initial documentation was insufficient.
Fraud Ops Specialist - C04
Citibank
03.2022 - 10.2022
- Conducted comprehensive investigations into alleged fraudulent activities.
- Managed a diverse caseload from initial intake to resolution, ensuring timely and thorough completion of each investigation.
- Utilized advanced investigative techniques to gather, analyze, and interpret complex data from various sources.
- Developed investigative plans, hypotheses, and strategies tailored to each unique fraud scenario.
Fraud Ops Specialist - C04
Citibank
06.2021 - 03.2022
- Served as the primary point of contact for customers reporting suspected or confirmed fraudulent activity via phone.
- Conducted initial verification of customer identity and account details to confirm legitimacy of claims.
- Accurately and thoroughly documented all call details, customer statements, investigative steps taken, and actions performed within case management systems.
- Provided timely updates and follow-ups to customers regarding the status of their reported fraud.
Collections Specialist 4
Citibank
01.2018 - 06.2021
- Managed a portfolio of severely delinquent accounts, often involving higher balances and extended periods of non-payment.
- Applied advanced negotiation tactics to overcome objections and secure commitments from debtors.
- Initiated legal action, including preparing documentation for litigation, garnishments, or repossessions, in accordance with company policy and legal guidelines.
- Prepared comprehensive financial summaries and recommendations for legal action or charge-off decisions.
Collections Specialist 3
Citibank
08.2017 - 01.2018
- Initiated contact with customers on newly delinquent accounts through outbound calls to understand reasons for non-payment.
- Built rapport and maintained a professional, empathetic demeanor to facilitate open communication and achieve positive outcomes.
- Educated customers on their account status, payment options, and the importance of resolving delinquency promptly.
- Accurately and thoroughly documented all customer interactions, payment arrangements, and account notes in the collection system.
Education
High School Diploma -
Daniel Boone High School
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Management collaboration
- Proficient in Microsoft Office
- Coaching and mentoring
- Attention to detail
- Time management
- Multitasking
- Organizational skills
- Problem-solving
Languages
English
Full Professional
Timeline
Fraud Ops Specialist - C05
Citibank
01.2025 - Current
Fraud Ops Specialist - C04
Citibank
10.2022 - 01.2025
Fraud Ops Specialist - C04
Citibank
03.2022 - 10.2022
Fraud Ops Specialist - C04
Citibank
06.2021 - 03.2022
Collections Specialist 4
Citibank
01.2018 - 06.2021
Collections Specialist 3
Citibank
08.2017 - 01.2018
High School Diploma -
Daniel Boone High School