Valerie Hernandez
San Antonio,TX
Summary
Experienced fraud operations professional with over a decade in banking, specializing in fraud detection, risk mitigation, and customer relations. Proven ability to analyze complex financial transactions, mentor new hires, and implement fraud prevention strategies. Adept at identifying fraudulent activity and improving security measures to protect financial assets.
Overview
13
13
years of professional experience
Work History
Lead Fraud & Claims Operations Representative
Wells Fargo
San Antonio, TX, USA
10.2019 - Current
- Investigate and analyze complex fraud claims, including Online Fraud, ACH, Check Fraud, and Debit Card Fraud
- Lead high-risk transaction research and provide strategic recommendations to mitigate fraud
- Identify fraud trends through CRM, referrals, policies, and regulatory compliance
- Train and mentor new hires, ensuring compliance with fraud detection protocols
- Establish rapport with customers, de-escalating sensitive financial disputes through clear communication
Online Banking Specialist
Wells Fargo
San Antonio, TX, USA
11.2011 - 07.2019
- Delivered exceptional online banking customer service, maintaining high communication standards
- Reviewed and assisted with customer account activity, online wire transfers, and external transactions
- Resolved customer issues promptly, ensuring high standards of satisfaction and retention
- Provided fraud detection support by reviewing transactions, submitting claims, and enhancing security measures
- Served as a mentor for new hires, acting as a primary point of contact for training and guidance
Education
High School -
Sandra Day O'Connor High School
Helotes, TXSkills
- Microsoft Office
- Fraud Risk Analysis
- Regulatory Compliance
- CRM
- MySQL
Hobbies and Interests
- Reading
- Music
- Learning New Languages
Leadership Experience
Lead Fraud & Claims Operations Representative | 2020 – Present
• Mentor and train new hires in Debit Card Fraud, Online Fraud, and ACH Fraud
processes.
• Serve as a primary point of contact for team members needing assistance with fraud
claims.
• Assist the ADCC back office with fraud claim overflow to optimize workflow
efficiency.
Timeline
Lead Fraud & Claims Operations Representative
Wells Fargo
10.2019 - Current
Online Banking Specialist
Wells Fargo
11.2011 - 07.2019
High School -
Sandra Day O'Connor High School