Terri Ricks
Kennesaw,USA
Summary
Dynamic fraud detection specialist with a successful history at BANK OF AMERICA, achieving a 75% reduction in fraud loss through innovative strategies. Proficient in financial analysis and risk management, demonstrating strong critical thinking and collaborative skills. Leverages advanced Microsoft Excel techniques to enhance operational efficiency and strengthen customer relationships. Committed to driving continuous improvement in fraud prevention and team performance.
Overview
24
24
years of professional experience
Work History
DEPARTMENT OF HOMELAND SECURITY- FEMA
Washington, DC
08.2024 - Current
- As a DSA reservist, I am called upon to respond to federally declared national disasters anywhere within the United States and its territories.
- Provides support to survivors in locating essential resources due to loss or damage of homes, personal belongings and private driveways.
- Conducted door-to-door registrations and inquiries in disaster-declared counties.
- Connected survivors with essential resources like medication, medical devices, and various assistance programs via collaboration with government and community organizations.
Sr Fraud Detection Analyst II
BANK OF AMERICA
Kennesaw, GA
09.2020 - Current
- Conducted detailed evaluations of high-risk activities to authorize valid transactions in fraud detection.
- Identify and capture identity theft, first- and thirty-party fraud, friendly fraud, fraud applicants, and account takeover to minimize the loss and future impact to the bank
- Minimize client impact at the point of sale, identify fraudulent activity and restrict account activity, when necessary, to avoid further risks
- Communicates directly with clients, associates, and other bank contacts in tracking, researching, and resolving issues
- Provide restitution by submitting fraudulent claims
- Develop a wealth of knowledge and transferable skill sets on current fraud trends and risk mitigation techniques
Fraud Analyst II-Consultant
BANK OF AMERICA- ICONMA
Kennesaw, GA
03.2019 - 03.2020
- Monitored Retail ATM/Debit Card client's account activity for potentially fraudulent activity including identity theft, account take over, friendly fraud, and other identified risks
- Worked directly with customers and internal departments to research and confirm validity of all charge backs
- Prevented fraudulent activity by identifying fraud trends that lead to a decrease in fraud loss to the bank by nearly 75%
- Promptly resolved client inquiries and complaints
- Provided restitution by submitting billing disputes and fraudulent claims
- Developed a wealth of knowledge and transferable skill sets on current fraud trends and risk mitigation technique
Collector/Renewal Retention Associate
AARONS CORPORATION
Kennesaw, GA
08.2018 - 03.2019
- Contacted assigned customers regarding their charged off account(s)
- Secured payment or the return of leased product(s)
- Researched customer information, including skip tracing functions, and documenting the updated information in the collection software module
- Communicated with customers, store associates and regional management by telephone to determine the reason for overdue payments, reviewed terms of sales, service, or lease agreement(s) with the customer in the attempt to resolve nonpayment issues
- Established and maintains effective and cooperative working relationships with Aaron's customers, stores, and regional management for the purpose of reducing losses due to charge offs/bad debt
Consumer Collector
Fiserv
Marietta, GA
02.2018 - 08.2018
- Responsible for the collection of unpaid consumer debt or third-party merchant receivables.
- Contacted the proper party (manually or via an automatic dialing system), described the debt, and solicited payment arrangements for the accounts in compliance with applicable regulations, as well as established policies and procedures.
- Established rapport in order to overcome objections and negotiate payment of the debt.
- Documented all discussions and actions in the collections system, or database.
- Confirmed payment arrangements and finalized the calls.
Customer Support Representative
ANY LAB TEST NOW
Alpharetta, GA
02.2014 - 07.2015
- Scheduled 60-80 lab appointments(daily) and sell lab tests to customers, franchisees, business partners, and internal contacts
- Provided consultation to customers, and documents 100% of call details in the case management (ticket) system
- Documented customers complaints and provide reports to franchise representatives
- Ensured customers are transferred to the appropriate lab store locations effectively
- Created and prepares monthly team incentive contests and awards
Survey Interview Data Specialist II
US DEPARTMENT OF LABOR- L-3 COMMUNICATIONS
Atlanta, GA
01.2010 - 01.2012
- Provided business analysis and trends reporting for Bureau of Labor Statistics
- Supported the (CES) Current Employment Statistics organization
- Gathered 100-150 customer data and requirements for key staffing functions using the (BLS) Bureau of Labor Statistics applications that span through hundreds of data collection activities with customer code calls
- Refined contact information for 30-40 enrollments of new reporters each month
- Managed assigned workloads of over 400 cases and met established monthly deadlines
- Successfully rolled 25-30 respondents to alternate collection methods as appropriate
- Enrolled 30-40 companies into the CES survey consisting of single and multi-units
- Processed confidential data records obtained through telephone interviews, or other electronic media
- Performed editing and reasonableness testing in accordance with established Center standards
- Reviewed error messages and correct data where applicable, or redirect data for error correction
- Created and maintained team calendar and scheduler to coordinate workflow and meetings
Customer Support Advisor
JP MORGAN CHASE
Kennesaw, GA
04.2008 - 11.2009
- Fulfilled a broad range of Credit Card functions, such as administered account balances, referrals, rescheduled payment plans, overseen and worked with credit card resources and updated findings to customer credit data records
- Resolved 95% conflicts between credit customers and billing data departments
- Coordinated credit card remedies and resolutions with customers through fair payment scheduling
- Performed impacting financial direction to 100% new credit card customer accounts by increasing credit card extensions by 80% to customers with outstanding credit history and balances
- Worked on the Proactive Solutions Team to reduce the Bank’s losses due to bankruptcy, increased revenue and rebuild Card Members trust on Consumer and Business accounts
- Performed 100-120 inbound and outbound calls to Card Members on their current and past due credit card accounts
- Educated Card Members of the effects of bankruptcy-ensuring that the policies are strictly followed
Customer Service Specialty
Truist
Atlanta, GA
02.2001 - 08.2005
- Responsible for processing premium customers’ accounts with money markets, CDs, IRAs, Mortgage loans and equity lines of credit
- Resolved problems, complaints or errors related to customers’ accounts
- Researched and remedied fraud transactions (100-150 accounts daily) related to checking, savings, and bank card accounts
- Performed research requests and refunded fees as appropriate and authorized
- Utilized effective call handling strategies to diffuse irate callers and satisfy customer needs
- Processed change of requests on all system applications and products such as installment loans, depository accounts and bank card systems
- Utilized best practices as a guideline for policies and procedures
- Recognized customers’ needs as an opportunity to sell additional products and services
Education
B.S - Business / Human Resources
University of Phoenix
Tempe, AZ12.2024
Medical Assistant-Diploma -
Everest Institute
Marietta, GA08.2013
X-Ray Operator, Certified -
Radiology Specialty LLC
Rex, GA02.2013
B.S - Human Resource-Course work
St. Leo University
St. Leo, FL12.2007
Skills
- Microsoft Word
- Excel
- PowerPoint
- Lexus Nexus
- Synergy
- Nice
- Project Management
- BSA, AML, OFAC
- Compliance Training
- Financial Analysis
- Credit risk
- Customer Relationship Management
- Investigating
- Critical thinking
- Risk management
- Resource allocation
- Knowledge sharing
- Process optimization
- Analytical thinking
- Team performance improvement
- Team collaboration
- Customer relations
Timeline
DEPARTMENT OF HOMELAND SECURITY- FEMA
08.2024 - Current
Sr Fraud Detection Analyst II
BANK OF AMERICA
09.2020 - Current
Fraud Analyst II-Consultant
BANK OF AMERICA- ICONMA
03.2019 - 03.2020
Collector/Renewal Retention Associate
AARONS CORPORATION
08.2018 - 03.2019
Consumer Collector
Fiserv
02.2018 - 08.2018
Customer Support Representative
ANY LAB TEST NOW
02.2014 - 07.2015
Survey Interview Data Specialist II
US DEPARTMENT OF LABOR- L-3 COMMUNICATIONS
01.2010 - 01.2012
Customer Support Advisor
JP MORGAN CHASE
04.2008 - 11.2009
Customer Service Specialty
Truist
02.2001 - 08.2005
B.S - Business / Human Resources
University of Phoenix
Medical Assistant-Diploma -
Everest Institute
X-Ray Operator, Certified -
Radiology Specialty LLC
B.S - Human Resource-Course work
St. Leo University
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