Stephane Hines
San Antonio,TX
Summary
Accomplished Fraud Detection Specialist III at USAA, adept in suspicious activity reporting and team collaboration. Enhanced fraud prevention and customer satisfaction through innovative monitoring system improvements and effective case resolution. Proven track record in applying machine learning algorithms, boosting transaction monitoring efficiency significantly.
Overview
9
9
years of professional experience
Work History
Fraud Detection Specialist III
USAA
02.2022 - Current
- Provided subject matter expertise on complex cases involving multiple parties or jurisdictions, facilitating efficient case resolution.
- Improved customer satisfaction through timely communication and resolution of fraud-related concerns.
- Recommended improvements to current fraud monitoring systems, resulting in increased efficiency and effectiveness.
- Tested various machine learning algorithms for their applicability in improving real-time transaction monitoring capabilities.
Customer Service Lead
Harland Clarke
03.2017 - 02.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
Direct Support Professional
Autism Treatment Center
11.2015 - 03.2017
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Transported clients to medical and dental appointments to provide support.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
Education
High School Diploma -
Karen Wagner High School
San Antonio, TX06.2009
Skills
- Suspicious Activity Reporting
- AML Compliance
- Transaction monitoring
- Fraud prevention
- Identity Verification
- Pattern Recognition
- Transaction review
- Regulatory knowledge
- Call Management
- Proficient in Excell and Microsoft
- Multitasking Abilities
- Team Collaboration
Accomplishments
Was in the top three of the highest QA scores for 2023
Timeline
Fraud Detection Specialist III
USAA
02.2022 - Current
Customer Service Lead
Harland Clarke
03.2017 - 02.2022
Direct Support Professional
Autism Treatment Center
11.2015 - 03.2017
High School Diploma -
Karen Wagner High School
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