Shellah Lewis
New Braunfels
Overview
9
9
years of professional experience
Work History
Fraud Analyst Investigator
MBO partnered with PWC
New York
11.2024 - 04.2025
- Communicated through TEAMS and Outlook to review and verify accuracy of past fraud claims, ensuring appropriate actions, decisions, and reimbursements were made to members.
- Successfully communicated through TEAMS and Outlook to remotely review and verify the accuracy of past fraud claims to determine whether the bank distributed the correct actions, decisions, and reimbursements to the member.
- Coached and mentored team members on standard operating procedures and documentation, enhancing overall team knowledge and compliance.
- Mentored team members to enhance understanding of standard operating procedures and documentation.
Fraud Detection 05
CitiBank
San Antonio
10.2022 - 04.2024
- Utilized fraud management tools to identify, investigate, and mitigate fraud across all member products, enhancing overall security.
- Reviewed alerts for Elderly abuse, reporting findings to clients' resident Adult Protective Services to protect vulnerable individuals.
- Escalated suspicious AML and Elderly/Protected Person Abuse cases to ensure compliance and protect vulnerable individuals.
- Review alerts for Elderly abuse and report to the clients' resident Adult Protective Services
- Escalated suspicious AML and Elderly/Protected Person Abuse cases by submitting SARS data, ensuring compliance and safeguarding member interests.
- Knowledgeable with multiple systems for detection work simultaneously with several tools and systems such as EFD, Lexis Nexis, Threatmatrix, and Fraud Analysis Assist Tool
- Assist other team members with questions on procedures through Teams Chat by referring to the HUB Knowledge Center
- Achieved all key performance metrics for adherence and efficiency in handling calls and report submissions.
Fraud Prevention and Detection CNE/PRG Contractor
USAA
San Antonio
09.2021 - 10.2022
- Use fraud management tools to identify, investigate, and mitigate fraud for financial and non-financial activity on all products available to members.
- Monitored and reviewed accounts flagged for potential fraud risks to identify and address issues proactively.
- Working knowledge of multiple systems for detection work used simultaneously with several tools and systems such as ECAMS, ACTIMIZE, LexisNexis, Experian, Authentication logs, various IP location tools, and THEA, a system used to verify checks cleared or rejected due to fraud indicators.
- Place extended hold on REG CC and non-REG CC deposits that are suspected to be counterfeited or altered to protect the financial institution and member assets
- Submitted financial reimbursement, recovery, and charge-off requests related to fraud activity to ensure accurate financial management.
- Reported and escalated suspicious money laundering activity and elderly/protected person abuse by submitting SARS data to comply with regulatory requirements.
- Diagnose account issues to answer member concerns or questions regarding account blocks, funds reimbursement, or unauthorized transactions.
- Work to complete Service Level Objectives before the expired time limit for alerts involving REG E transactions to ensure no violation of regulations.
- Oversaw small tasks to support team objectives and ensure workflow continuity
Security Operations Assistant 04
CitiBank
San Antonio
03.2019 - 07.2021
- Ensured high-quality service delivery by performing rigorous quality assurance checks.
- Evaluated accounts open over 40 days for adherence to procedures and policies, providing feedback for necessary corrections or clarifications.
- Coordinated with other departments to ensure step closure and follow up on actions necessary for account closure or approval.
- Facilitated account closure by ensuring all procedures and refunds were processed.
- Receive account closure requests from agents or customers and confirm that all closing steps are completed with refunds
- Ensured accuracy of remotely created checks by verifying account information and approvals.
- Confirm internal accounts are open and active. Verify ABA for external accounts. Escalate high-dollar information for approval to New Account Fraud. Print checks for deposit
- Supported team agility by adapting to multiple roles, enhancing knowledge and experience with various systems, applications, and processes.
- Verification and Document Review
- Evaluate online application documents to verify applicant identity and obtain required documentation for the Customer Identification Program (CIP).
- Approve or decline applications according to CIP policy and procedure
Fraud Specialist 03
CitiBank
San Antonio
10.2017 - 03.2019
- Review real-time transactions to identify and predict risky behavior
- Place and remove account holds using risk analysis and perform closures for accounts with confirmed fraud.
- Processed account updates as requested by cardholders.
- Led team in addressing qualified complaints, facilitating team meetings, and enhancing decision effectiveness and impact avoidance skills
- Facilitated customer assistance at Help Gate and Sup Gate, ensuring effective resolution of concerns.
- Follow up on complaints and accept calls from agents transferring to a manager.
- Lead team in regularly filling qualified complaints, team meetings, and Decision Effectiveness and Impact avoidance skills
- Reviewed real-time transactions to identify and predict potential fraud patterns
- Identified fraud indicators for charged-off accounts and processed requests for card issuance based on eligibility
Customer Specialist II
Harland Clarke
San Antonio
08.2016 - 10.2017
- Demonstrated core values of client/customer focus, trust, integrity, and diversity in all interactions.
- Collaborated with management team to provide leadership support and actionable feedback.
- Troubleshoot issues with online conversion, unlock passwords, and user IDs to enroll customers in online banking
- Listen to customer concerns and offer resolution, utilizing opportunities for empathy, and document complaints
- Worked with the Management team to provide leadership support and feedback.
- Develop and generate team stat/measurement reports
- Actively participate in team chats for verifying or inputting accurate information
- Engaged in burst projects, acquired skills in various computer programs, and showed proficiency in Q2, Visa DPS/vrol, and card maintenance/Check Free, Metevante, and D3 programs.
Skills
- Fraud detection
- Fraud detection techniques
- Investigation methodologies
- Research analysis
- Data interpretation
- Regulatory compliance knowledge
- SARS reporting expertise
- Mitigation strategies
- Microsoft Office proficiency
- Organizational skills and quality assurance
Timeline
Fraud Analyst Investigator
MBO partnered with PWC
11.2024 - 04.2025
Fraud Detection 05
CitiBank
10.2022 - 04.2024
Fraud Prevention and Detection CNE/PRG Contractor
USAA
09.2021 - 10.2022
Security Operations Assistant 04
CitiBank
03.2019 - 07.2021
Fraud Specialist 03
CitiBank
10.2017 - 03.2019
Customer Specialist II
Harland Clarke
08.2016 - 10.2017