Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Silvia Lopez

Maricopa,AZ

Summary

Strong understanding of regulatory requirements and industry best practices in fraud detection, prevention and Quality Assurance with superb analytical skills. Proven track record of implementing effective fraud prevention measures and improving processes to mitigate risks. Seeking to leverage expertise in fraud quality assurance to contribute to the success of a dynamic organization.

Overview

8
8
years of professional experience

Work History

Content Moderator

TikTok
10.2022 - Current
  • Reviewed over 1,500 user-generated content for potential violations of company policies and guidelines, adhering to established procedures.
  • Conducted investigations into reported incidents or complaints, providing clear documentation and follow up.
  • Identified trends in user behavior that could lead to improved moderation processes or policies.
  • Applied knowledge of applicable laws and regulations when making decisions regarding moderated content.
  • Performed detailed analysis of flagged content to determine appropriate action, escalating issues as needed.
  • Adhered strictly to confidentiality protocols when handling sensitive information.

Quality Assurance/Internal Investigator

State Of Arizona Department Of Economic Security
04.2021 - 10.2022
  • Analyze data and documentation to identify potential weaknesses or gaps in financial crime prevention system, and develop recommendations for improvement.
  • Communicated audit and quality review results and recommendations through written reports and face-to-face meetings.
  • Conducted 5 investigations a day into suspected cases of money laundering, fraud, and other financial crimes, including analyzing transactional data and preparing suspicious activity reports (SARs).
  • Communicated regularly with project managers about progress and status updates.
  • Coordinated closely with cross-functional teams throughout entire SDLC lifecycle.
  • Participated in internal assessments and audits as required.

Quality Assurance Analyst

Wells Fargo
08.2019 - 04.2021
  • Maintained up-to-date knowledge of industry trends, best practices, and regulatory requirements related to quality assurance activities.
  • Identified and analyzed risks inherent in financial, operational, or compliance processes.
  • Provided guidance on appropriate corrective actions when discrepancies were identified during inspections.
  • Evaluated existing processes for potential improvements in performance, effectiveness, and efficiency.
  • Ensured regulatory compliance through ongoing monitoring of applicable policies and procedures.
  • Identified opportunities for process improvement by researching industry best practices.

Executive Office Complaints Management

Wells Fargo
10.2016 - 08.2019
  • Thoroughly locate customer accounts in various systems and follow internal procedures including interpreting and tracking of complaints.
  • Investigated and resolved an average of 30 fraud cases per week, meeting the department's target for case resolution.
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in dynamic and complex environment.
  • Leveraged strong problem solving skills to analyze complex situations and identify solutions that satisfied customers' needs.
  • Exhibited excellent listening skills when dealing with customer grievances in order to provide tailored solutions that met individual's needs.
  • Investigated escalated cases involving legal disputes or other serious matters relating to organization's products or services.

Fraud Operations Specialist

Wells Fargo
09.2015 - 09.2016


  • Identified and collected evidence to determine value to specific claims.
  • Utilized appropriate job aids, knowledge and tools to process initial reception of claims.
  • Analyzed claims to determine extent of company's liability and made approval or denial decisions in accordance with policy provisions.
  • Maintained detailed records of customer accounts, including deposits and withdrawals, to ensure accuracy in all financial transactions.
  • Provided guidance to customers on banking regulations, policies, and procedures.
  • Achieved a consistently high call volume of 100+ calls per day while maintaining a customer satisfaction rating of 95%.

Education

HIGH SCHOOL DIPLOMA -

Life Skills Center High School
Phoenix, AZ
05.2007

Skills

  • Knowledge of quality standards
  • Strong organization skills and ability to multi-task and prioritize work
  • MS Excel, Power-Point, Word and One note
  • Strong organizational skills
  • Bank secrecy act experience
  • Ability to provide strong customer service, including listening and eliciting information efficiently
  • Comprehending, and resolving complex customer issues
  • Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
  • Ability to research, analyze and determine course of action for financial transactions
  • Strong analytical skills with high attention to detail and accuracy
  • Banking or financial operations experience
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to make timely and independent decisions while working in fast-paced and results-driven
  • Anti-Money Laundering (AML), Regulation E, Data Privacy, Liquidity Requirements, Compliance and Reporting

Languages

Spanish
Native or Bilingual

Timeline

Content Moderator

TikTok
10.2022 - Current

Quality Assurance/Internal Investigator

State Of Arizona Department Of Economic Security
04.2021 - 10.2022

Quality Assurance Analyst

Wells Fargo
08.2019 - 04.2021

Executive Office Complaints Management

Wells Fargo
10.2016 - 08.2019

Fraud Operations Specialist

Wells Fargo
09.2015 - 09.2016

HIGH SCHOOL DIPLOMA -

Life Skills Center High School

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Silvia Lopez