VALERIA CANTU

• Managed approximately 30–60 daily fraud investigations involving ACH and wire transactions across domestic and international payment channels, balancing transaction cutoffs, risk mitigation, and client experience.
• Conducted 10–12 weekly client and stakeholder interactions to gather information, assess fraud risk, and execute appropriate investigative actions.
• Collaborated with treasury, sales, fiduciary, relationship management, and client teams to facilitate case resolution and ensure timely communication throughout the investigation lifecycle.
• Collaborated with treasury, sales, fiduciary, relationship management, and client teams to resolve cases and maintain timely communication throughout investigation lifecycle.
• Served as a Subject Matter Expert (SME) for new queues, workflows, and system enhancements, providing guidance and support to peers navigating operational changes.
• Supported the transition from Outlook-based outreach processes to the e-Task case management platform, assisting with workflow adoption and troubleshooting.
• Developed job aids, learning materials, and reference documentation to address knowledge gaps and improve process consistency across the team.
• Reviewed peer work and provided coaching and feedback to support procedural accuracy, quality expectations, and knowledge development.
• Identified process improvement opportunities and submitted recommendations that enhanced team workflows and knowledge resources.

• Managed a high-volume inbound fraud environment, utilizing investigative interviews and policy analysis to distinguish between fraud claims, disputes, account takeover concerns, and other client issues.
• Consistently achieved approximately 110% of performance expectations across productivity, quality, and customer experience metrics.
• Selected through Bank of America Academy to serve as a Coach and Proctor, supporting the development of approximately 120 new hires across multiple training cohorts ranging from 5-25 associates.
• Facilitated individual, group, and team coaching sessions focused on quality performance, procedural consistency, and associate development.
• Conducted real-time call observations and reviews to assess procedural accuracy, customer experience, and adherence to operational standards.
• Coordinated with operational managers, Academy instructors, and peer coaches to align development plans and performance expectations, enhancing learner support strategies.
• Prepared and distributed daily performance reports and operational metrics, ensuring visibility into learner progress and performance trends for stakeholders.
• Supported escalations, workload coordination, and operational continuity in an interim leadership role for 5 months during management coverage periods.
• Recognized for exceptional customer advocacy through Client Advocate Spotlight recognition and receipt of the Five Star Associate Award supporting Consumer, Small Business, and Wealth Management clients.

• Handled over 80 inbound calls for existing and prospective clients, providing account maintenance, correspondence, check processing, claims adjustments, and case management while ensuring accuracy and compliance with regulations.
• Calculated and processed death claims, compiling necessary documentation from death certifications to obituaries, coordinating with funeral homes and directors, and issuing payments to families with accuracy and sensitivity.
• Facilitated documentation creation for multiple teams and departments (funeral homes, insurance agents, POAs, trustees, and legal teams), ensuring accuracy in benefits packages, contracts, and death benefits.
• Reviewed policy documentation and medical information to ensure accuracy, eligibility, and adherence to company protocols, reducing errors and improving client satisfaction.
• Participated in client-facing events to generate new business, providing guidance and facilitating enrollment under in-person events, while also handling inbound/outbound referral calls.
• Collaborated cross-functionally with agents, underwriters, and operations teams to resolve client issues efficiently and maintain smooth business flow.
• Oversaw agent compensation by generating reports on new business and client payment status, ensuring accurate payouts and reinforcing agent accountability.
• Managed agent compensation by running reports on new business and client payment status, ensuring accurate payouts and supporting agent accountability.

In progress

• 3.5 GPA