Selina Lugo
Jacksonville,FL
Summary
Versatile Fraud Manager with a proven track record at BMO Harris Bank NA, excelling in risk management and bilingual communication. Spearheaded initiatives that enhanced team performance in a 100% remote environment and significantly reduced fraud losses through innovative strategies. Demonstrates exceptional problem-solving aptitude and adaptability, fostering team agility and customer satisfaction.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
9
9
years of professional experience
Work History
Fraud Manager
BMO Harris Bank NA
09.2023 - Current
- Accomplished multiple tasks within established timeframes.
- Managed and fostered team morale for employees in 100% remote environment.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Established team priorities, maintained schedules and monitored performance.
- Developed detailed plans based on broad guidance and direction.
Security Analyst
Salem Group for BMO Alto
01.2023 - 09.2023
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Played key role in recovery of substantial amounts of funds by resolving complex fraud cases and liaising with affected parties for optimal resolution..
- Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Identified significant fraud trends through meticulous data analysis, contributing to strategic adjustments in fraud prevention tactics.
- Identified emerging fraud trends by conducting regular market research and staying updated on industry best practices.
- Conducted thorough investigations into suspicious account activity, leading to identification and mitigation of potential fraud.
Senior Fraud Analyst II
Bank of America
02.2016 - 09.2022
- Played a key role in the development and execution of anti-fraud awareness campaigns aimed at educating employees and customers about common scams and tactics used by malicious actors.
- Improved case resolution times by streamlining investigation processes and optimizing resource allocation.
- Promoted a culture of integrity within the organization by fostering awareness of ethical standards and compliance requirements related to fraud prevention.
- Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
- Provided expert guidance on emerging fraud trends, ensuring proactive response to new threats and risks.
- Served as an internal consultant on fraud-related matters, providing insights and recommendations to various departments as needed.
Education
Colegio Nuestra Señora Del Rosario
Vega Baja, Puerto Rico05-1996
Skills
- Verbal and written communication
- Multitasking
- Adaptability
- Problem-solving aptitude
- Operations and performance management
- Team building
- Customer Relations
- Employee Training
- Data Analysis
Languages
Spanish
Native or Bilingual
Timeline
Fraud Manager
BMO Harris Bank NA
09.2023 - Current
Security Analyst
Salem Group for BMO Alto
01.2023 - 09.2023
Senior Fraud Analyst II
Bank of America
02.2016 - 09.2022
Colegio Nuestra Señora Del Rosario
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