Valeria Rico
Phoenix,AZ
Summary
Analytical and detail-oriented financial professional with strong experience in collections, chargebacks, and fraud dispute resolution within the financial services industry. Proven record of identifying suspicious activities, mitigating financial losses, and maintaining regulatory compliance. Known for exceptional communication, negotiation, and critical thinking skills that drive both customer satisfaction and operational integrity. Passionate about upholding the standards of fraud prevention and investigation at American Express.
Overview
9
9
years of professional experience
Work History
Collections Specialist
American Express
08.2022 - Current
- Manage and resolve complex overdue accounts, ensuring compliance with company policy and regulatory standards.
- Identify irregular payment patterns and escalate potential fraud cases to appropriate teams.
- Negotiate payment solutions with customers while maintaining brand integrity and minimizing losses.
- Collaborate with fraud and risk teams to align collections efforts with ongoing investigations.
- Coach and mentor new hires on compliance, call quality, and fraud awareness as part of the Credit Past Due Coach Program (11/2024 – 04/2025).
- Support for ISP pilot team by tracking recurring issues, documenting resolutions, and providing timely updates to representatives and management, and managing step-outs. (06/2025-current).
Chargeback Analyst
U-Haul International
11.2021 - 06.2022
- Investigated chargeback disputes by verifying supporting documentation, such as electronic signatures and sales receipts.
- Utilized multiple vendor portals to gather and analyze transaction evidence for fraud and error detection.
- Maintained strict adherence to timelines and regulatory requirements to prevent case expirations.
- Reduced chargeback losses by accurately identifying fraudulent claims and ensuring appropriate resolution codes were applied.
Call Center Agent
Discover Financial Services
04.2020 - 09.2021
- Educated cardmembers on account activity, suspicious transactions, and fraud prevention measures.
- Assisted in establishing payment plans and monitored for signs of potential financial abuse or fraud.
Member Support Specialist
Veyo
10.2018 - 01.2020
- Managed inquiries and eligibility verification with high accuracy to prevent service misuse or fraudulent requests.
Collections Agent
First Financial Asset Management / Convergent Outsourcing, Inc.
02.2017 - 10.2018
- Conducted outreach to recover overdue funds and identified inconsistencies in account data indicative of fraud or identity theft.
- Negotiated repayment plans while maintaining compliance with federal and company policies.
Education
High School Diploma -
Washington High School
Phoenix, AZ05-2015
Skills
- Salesforce
- NICE
- MS Office Suite
- Amex Account Management Tools
- Fraud Case Management Systems
- Data Analysis
- Chargeback Platforms
Accomplishments
- Credit Past Due Coach (2024–2025): Served as a subject matter expert for new hire training, focusing on fraud awareness, policy adherence, and performance improvement.
- Recognized for reducing delinquency rates through proactive fraud detection and customer education.
Timeline
Collections Specialist
American Express
08.2022 - Current
Chargeback Analyst
U-Haul International
11.2021 - 06.2022
Call Center Agent
Discover Financial Services
04.2020 - 09.2021
Member Support Specialist
Veyo
10.2018 - 01.2020
Collections Agent
First Financial Asset Management / Convergent Outsourcing, Inc.
02.2017 - 10.2018
High School Diploma -
Washington High School
Core Competencies
- Fraud Detection & Prevention
- Risk Analysis & Investigation
- Compliance & Regulatory Adherence
- Chargeback & Dispute Resolution
- Transaction Monitoring
- Data Research & Documentation
- Cross-Functional Collaboration
- Customer Advocacy
- Analytical Problem Solving
- Performance Optimization