Sonia Cornish
Newark,DE
Summary
Ambitious Credit Investigation Analyst enthusiastic about contributing skills in risk management to the Banking Industries. Eager to advance professionally by leveraging strengths in communication and problem solving. Adept at uncovering fraud and suspicious transactions. Well-versed using strong attention to detail and systematic approach to review daily merchant portfolio batches. Good report writing and recordkeeping abilities.
Overview
13
13
years of professional experience
Work History
Fraud Investigator
Discover Financial Services, DFS
Newark, DE
09.2022 - Current
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
- Scrutinized incidents in which insurance or credit card fraud was alleged to have occurred.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Served as primary contact for fraud claim inquiries.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Tracked chargeback activity to identify best practices for determining fraud.
- Paid attention to detail while completing assignments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Conducted prompt and thorough investigations on referred files.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
Sr. Administrator
FedEx Ground
New Castle, DE
09.2020 - 02.2023
- Responsible for performing clerical and administrative functions for hubs and station operational areas, including, lineal, quality assurance, customer service, customer complaints.
- Serves as frontline customer service to receive, solve and or escalate customer inquiries and issues.
- Assist with management and business control self-assessment audits (BCSA), audit and activity by retrieving data and /or files for review.
- Researches missing packages to understand the root cause of scanning failures and complies information on disputed deliveries for management review.
- Responded to, researched and resolved issues from internal staff, external departments and customers.
- Integrated [Type] resources into daily department functions to facilitate improvements to [Area].
- Managed quality and accuracy of documents, and coordinated movements between different personnel and departments.
- Collected, validated, and distributed information to employees.
Credit Bureau Dispute Specialist
Discover Financial Services, DFS
Newark, DE
10.2019 - 08.2022
- Investigates, researches, and analyzes indirect and direct disputes. Documents and responds accurately to credit bureaus, consumers, and attorneys.
- Collaborate with managers and decision makers to department goals.
- Resolve/manage routine problems and questions, but referred more complex issues to higher level as appropriate.
- Determine customer requests and validate accuracy of reporting by utilizing the various systems and data available.
- Identify/recommend areas for improvement within the processes, procedures, and communicate to management.
- Effectively navigate through multiple screens and various systems in a production environment while maintaining high levels of quality.
- Vendor letter processing, audit and ensure letters are mailed on time and according to CDR procedures
- Produce monthly Vendor Defect report for department.
- Ensures compliance with deadlines and regulatory requirements established by the Fair Credit Reporting Act.
- Reviewed and assessed customer data in real-time to discover and immediately address errors and anomalies before issues occurred.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Analyzed, researched and resolved payment claims within required timeframes.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Credit Operations Specialist
Discover Financial Services, DFS
Newark, DE
04.2016 - 08.2019
- Reviewed customer credit applications and financial statements to assess creditworthiness.
- Identified discrepancies in data, conducted research, and resolved errors.
- Processed incoming payments and applied them to customers' accounts accurately and timely.
- Investigated disputed charges with customers or vendors to resolve discrepancies.
- Developed relationships with customers by responding promptly to inquiries related to their accounts.
- Requested financial documents from customers.
- Collaborated with credit association and business representatives to exchange valid credit information.
- Resolved customer disputes quickly and efficiently while maintaining a professional demeanor.
- Received incoming calls to help customers apply with phone applications,,answering general questions regarding applications process.
- Outbound Calls to collect information and documents for incomplete application
- Processed Balance Transfers
Retail Manager
TJX Companies
Newark, DE
04.2011 - 10.2016
- Provided customer service by greeting and assisting customers and responding to customer inquiries and complaint
- Directed and supervised employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Hired, trained, and evaluated personnel in sales or marketing establishments, promoting or firing workers when appropriate
- Assigned employees to specific duties
- Planned and prepared work schedules and kept records of employees’ work schedules and time cards
- Identified Objects, Actions, and Events
- Coached, trained, and developed others
- Developed and build's teams
Education
General Studies
Christiana High School
Newark, DESkills
- Systems management
- Office leadership
- Process updates
- Recordkeeping requirements
- Good work ethic
- Problem resolution
- People skills
- Customer service excellence
- Training and development
- Complaint Handling
- Team-building
Timeline
Fraud Investigator
Discover Financial Services, DFS
09.2022 - Current
Sr. Administrator
FedEx Ground
09.2020 - 02.2023
Credit Bureau Dispute Specialist
Discover Financial Services, DFS
10.2019 - 08.2022
Credit Operations Specialist
Discover Financial Services, DFS
04.2016 - 08.2019
Retail Manager
TJX Companies
04.2011 - 10.2016
General Studies
Christiana High School
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