Summary
Overview
Work History
Education
Skills
Locations
Timeline
Generic

SHELTZEY KING

Fraud Analyst
Pleasant Grove,AL

Summary

Results-oriented analyst with a strong ability to efficiently manage and analyze large volumes of information. Proactively identifies and resolves potential issues in operations, workflow, and production by uncovering impactful trends. Demonstrates exceptional skills in analysis, communication, and teamwork, with a proven track record of adapting quickly to new environments. Enthusiastic about contributing to team success and further developing professional skills. Brings a positive attitude and unwavering commitment to continuous learning and growth.

Overview

18
18
years of professional experience
1
1
year of post-secondary education

Work History

Self Service Wire Fraud Detection and Investigation Analyst Lead

PNC Bank
Birmingham, Alabama
4 2022 - Current
  • Analyzing cases generated from the enterprise fraud detection systems to address daily service level expectations
  • Lead the work of and/or train detection and investigation staff
  • Talking with customers whose transactions are suspicious of potential fraud
  • Reporting suspected fraudulent transactions
  • Reviews and investigates customer cases, reports and work for potential and actual loss
  • Minimizes fraud, Anti-Money Laundering and/or organizational risk
  • Performs early detection of suspicious activity
  • Controls and prevents losses
  • Researches and analyzes bank activities and reports to detect and prevent possible fraudulent and suspicious activities
  • Recommends disposition
  • Identifies gaps and control enhancements
  • Uses defined research procedures to identify and resolve issues
  • Identifies trends and escalates as appropriate
  • Follows standards and practices to mitigate fraud, Anti-Money Laundering and other risk exposure and loss
  • Shares best practices among the team and/or service partners.

CHECK AND DEPOSIT FRAUD ANALYST

Regions Bank
11.2018 - 03.2022
  • Monitoring and reviewing deposits made at ATM machines, mobile deposits, and in branch deposits; ensuring that deposited items aren't fraudulent
  • Provided primary fraud prevention resolutions and support to internal agents
  • Filing BSA with corporate security as needed
  • Closing accounts, debit cards and mobile banking in a timely manner to avoid any additional loss to the bank
  • Analyzed large amounts of data to find patterns of fraud and anomalies.

FINANCIAL CRIMES ANALYST/ RESOLUTION SPECIALIST

Wells Fargo Bank, N.A.
Birmingham, AL
09.2016 - 10.2018
  • Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from customers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Acts as an escalation point for lower-level specialists to resolve issues
  • Assign performance coaching to supervisors for each agent as needed
  • Provided training, assisted with claim decisions, proper chargebacks and locating resource references
  • Analyzed fraud findings to determine extent of fraud risk
  • Provided work direct to lower-level specialist team of 30 individuals and ensured work was completed on time and accurately
  • Processed customer adjustments to maintain financial accounts
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
  • Provided primary customer support to internal and external customers.

CUSTOMER SERVICE AGENT

DST HEALTH
Birmingham, AL
11.2014 - 09.2016
  • Argus pharmacy benefit processing department: duties often included aiding pharmacist with member benefit details such as effective dates, claim history, low income subsidy information, test claims, reversals, as well as benefit authorization overrides
  • Other duties also included contacting and communicating with member services and mail order pharmacies.

CUSTOMER SERVICE REPRESENTATIVE

SODEXO CATERING
10.2010 - 10.2014
  • Answering incoming calls assisting Delta employees with catering orders
  • Communicating with the catering and kitchen staff about special order request for clients
  • Initiating outbound calls to clients verifying orders as well as preparing daily and weekly reports using Microsoft excel.

CUSTOMER SERVICE AGENT

SITEL
03.2007 - 08.2010
  • Inbound customer call center representative assisting, customers handling on average 75 to 100 calls per day
  • Troubleshooting service and equipment concerns, research resolving billing inquiries, and providing an overall great customer service experience while maintaining low call handling time while multitasking.

Education

Bachelor of Science - Business Administration And Management

Amridge University
Montgomery, AL
08.2023 - Current

Skills

Fraud prevention mastery

Dispute Resolution

WebView (check image)

ATF

3VR

CIV

Mainframe

Hogan

VISA System

Chargeback

Regulation E

Regulation CC

NACHA

Buddy Check (check returns)

LexisNexis

Transaction monitoring

Fraud Detection

Locations

  • Pleasant Grove, AL, 35173
  • Trussville, AL

Timeline

Bachelor of Science - Business Administration And Management

Amridge University
08.2023 - Current

CHECK AND DEPOSIT FRAUD ANALYST

Regions Bank
11.2018 - 03.2022

FINANCIAL CRIMES ANALYST/ RESOLUTION SPECIALIST

Wells Fargo Bank, N.A.
09.2016 - 10.2018

CUSTOMER SERVICE AGENT

DST HEALTH
11.2014 - 09.2016

CUSTOMER SERVICE REPRESENTATIVE

SODEXO CATERING
10.2010 - 10.2014

CUSTOMER SERVICE AGENT

SITEL
03.2007 - 08.2010

Self Service Wire Fraud Detection and Investigation Analyst Lead

PNC Bank
4 2022 - Current

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