Sharon Nelson
Bluffdale,UT
Summary
Diligent Bank Fraud Investigator experienced in identifying and mitigating fraudulent activities. Proven ability to conduct in-depth investigations and collaborate with cross-functional teams to achieve high standards of accuracy and reliability. Known for adaptability and ensuring compliance with evolving regulations while maintaining focus on successful outcomes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Bank Fraud Investigator
Discover Financial Services, DFS
05.2023 - Current
- Performed detailed background checks on individuals suspected of fraudulent activity to gather critical information needed for successful investigations.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Conducted prompt and thorough investigations on referred files.
- Monitored account activity in real-time for early detection and swift resolution of potential issues before they escalated into significant losses for the organization.
- Streamlined investigation processes by developing efficient case management techniques, reducing time spent on each case without sacrificing accuracy or effectiveness.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reviewed transactions and receipts to identify any suspicious activity.
Senior Fraud Specialist
Discover Financial Services, DFS
08.2022 - 05.2023
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Streamlined fraud claims process, enhancing customer satisfaction during stressful situations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Enhanced customer satisfaction with proactive communication and timely resolution of fraud cases.
Escalations Relationship Manager - CEG
Discover Financial Services, DFS
04.2022 - 08.2022
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
Customer Service Specialist
Discover Financial Services, DFS
11.2020 - 04.2022
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
High School Diploma -
Fruitport High
357 N Sixth St06-1993
Skills
- Financial fraud
- Ethics and integrity
- Customer relationship management
- Call center experience
- Anti-money laundering
- Excellent written and oral communication
- Complaint handling
- Problem resolution
- Regulatory compliance
- CRM software
- Computer proficiency
- Transaction monitoring
- Microsoft outlook
- Dispute resolution
- AML compliance
- Reliability
- Multitasking Abilities
- Microsoft PowerPoint
- Goal Oriented
- Bank Fraud prevention
- Case management
- Activity monitoring
- Relationship building
- Critical thinking
- Attention to detail
Certification
- ABA Certificate : BSA and AML American Bankers Association 10/18/2024
- ABA Certificate : Compliance Essentials American Bankers Association 12/19/2024
- ABA Certificate : Deposit Compliance American Bankers Association 12/19/2024
Timeline
Bank Fraud Investigator
Discover Financial Services, DFS
05.2023 - Current
Senior Fraud Specialist
Discover Financial Services, DFS
08.2022 - 05.2023
Escalations Relationship Manager - CEG
Discover Financial Services, DFS
04.2022 - 08.2022
Customer Service Specialist
Discover Financial Services, DFS
11.2020 - 04.2022
- ABA Certificate : BSA and AML American Bankers Association 10/18/2024
- ABA Certificate : Compliance Essentials American Bankers Association 12/19/2024
- ABA Certificate : Deposit Compliance American Bankers Association 12/19/2024
High School Diploma -
Fruitport High
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