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
Salt Lake City, UT
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
Salt Lake City, UT
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
Salt Lake City, UT4
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
Salt Lake City, UT
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
High School Diploma -
Fruitport High