Tarvisha Maldonado

Overview: Serves as voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events related exclusively to financial crimes restraints. Responds to requests from internal departments for information required regarding investigations may require outbound calls as well as email communications. Works to mitigate fraud loss and assist client base through critical decision making. Responsible for issues and escalated problems that cannot be resolved during the initial interaction. Provides support to other groups within Financial Crimes as business needs arise. This support will consist of general assistance aligned with skill level and training requirements.

Primary Responsibilities:

Answer inbound calls related to financial crimes restraints.
Provide guidance to customers and internal partners regarding restraint status and next steps and resolve the matter when appropriate in accordance with established procedures and required approvals.
Escalate cases to the appropriate investigations team when necessary.
Assist in development and identification of opportunities to improve customer service, enhance staff development, and better resolve customer issues.
Make decisions regarding restraint removal when appropriate, following established procedures and approvals.
Research and respond to inquiries for additional information from internal departments regarding ongoing investigations. May be responsible for providing detailed client information to investigators and making outbound calls to obtain any additional required information.
May provide administrative, analytical, or case-support assistance to investigators or other Financial Crimes departments as needed.
Conduct post-call reviews of hold and restraint placement on accounts, providing information regarding volumes and trends to management.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
Promote an environment that supports diversity and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.

Scope of Responsibilities:

The job holder interacts with internal and external customers.

Additional work & Training In Deposit Investigations :

• Complete investigations within the Enterprise Security Investigations program ensuring adherence to accepted standard practice.
• Serve as point of contact between Retail Banking, business partners and local, state and Federal authorities.
• Deliver professional investigative results in sensitive and high-risk incident situations.
• Leverage internal and external resources in the completion of investigations as required.
• Conduct informational and/or investigative interviews to obtain information to confirm facts and support investigative findings.
• Ensure appropriate case management and integrity of case files and investigative data. Interpret investigative information and provide feedback and consultation to strengthen and improve business processes.
• Deliver professionally written investigative reports incorporating all evidence required to support investigative findings and identify causal factors to facilitate post-incident reviews.
• Attend safety committee meetings to educate branch management and sales associates on promoting and maintaining a safe environment for employees and customers. Attend branch manager and operations meetings to educate managers and supervisors regarding safety issues and proper methods of preventing and detecting theft and discuss recent fraud trends.
• Keep higher management informed of known safety, theft and fraud concerns.
• Represent the Company at criminal court proceedings and other legal hearings.
• Maintain and promote the highest ethical standards and conduct.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

• Enhanced company reputation for security by vigilantly monitoring transactions for fraudulent activities.
• Optimized case resolution times by prioritizing high-risk incidents and managing resources effectively.
• Acted as a subject matter expert within the team, sharing knowledge on emerging trends in the field of financial crime prevention and mitigation strategies.
• Participated in industry conferences and workshops focused on fraud prevention and risk management, staying current with best practices and emerging threats.
• Ensured compliance with regulatory requirements relating to anti-fraud measures through meticulous record-keeping practices.
• Maintained accurate records for all reported cases of fraud, ensuring timely follow-up and resolution.
• Identified and pursued leads to obtain evidence regarding fraud cases.
• I maintain consistent approximately 30-40 incoming calls daily
• Conducted thorough investigations into suspected cases of fraud, gathering evidence to support findings and recommending appropriate actions.
• Documented evidence for fraud cases by interviewing involved parties, obtaining statements and reviewing and analyzing records and files.
• Increased employee awareness of common fraud schemes through the creation and delivery of engaging training programs.
• Minimized financial losses due to fraudulent activities by closely monitoring high-risk accounts and transactions.
• Provided exceptional customer service by addressing concerns related to fraudulent transactions and taking appropriate action to rectify issues.
• Reviewed transactions and receipts to identify any suspicious activity.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Supported management in making informed decisions regarding potential threats by preparing detailed reports on current trends in fraud activity within the industry.
• Educated colleagues on emerging trends in fraud detection and prevention strategies, increasing overall team knowledge and effectiveness.
• Contributed to a positive work environment by acting as a reliable source of knowledge and support for colleagues in navigating challenging cases of suspected fraud.
• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Maximized performance by monitoring daily activities and mentoring team members.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Assisted in organizing and overseeing assignments to drive operational excellence.

• Assisted customers around 25-30 daily with setting up or closing accounts, completing loan applications, and signing up for new services.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
• Strengthened customer relationships with proactive communication and timely resolution of queries or concerns.
• Maintained accuracy in daily transaction reporting, reconciling discrepancies promptly to ensure seamless accounting operations within the branch.
• Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.

• Opened 2-3 checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
• Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
• Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
• Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
• Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.