Ynesha Boglin

• Review accounts for high risk activity that may cause potential losses to the customer and financial institution

• Educate customer on how to avoid scams and account exposure to fraudulent activity

• Review check deposit holds to determine if the funds can be released by contacting other financial institutions for

verification of payment or funds availability

• Contribute to maintaining customer banking relationships that would be beneficial to the customer as well as the

financial institution

• Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions

requiring research that involves multiple transaction channels and products

• Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of

information related to fraud and claims.

• Conducted detailed risk assessments to identify vulnerabilities in banking operations and client accounts.

• Reviews and identify customer transactions and claims using multiple online systems to identify financial crimes

activities

• Perform general account maintenance such as contact information updates and online banking credential changes.

• Document research findings and actions on cases for possible referrals for suspicious activity

• Identifies patterns and trends to determine extent of fraudulent activity and level of risk

• Provided side by side coaching sessions for new hire team member

· Reviews and identifies customer transactions and claims using CIV, DAT, Hogan,

CLAIMS, and VISA online.

· Process chargebacks for non-fraud and fraud claims while adhering to Regulation

E policies.

· Perform general account handling functions such as debit card closure, address maintenance and phone number updates.

· Documents investigation findings and actions on various dispute cases

· Identifies patterns/trends, and may review findings to determine timeframe of unauthorized activity and for possible

customer reimbursement for confirmed unauthorized activity.

· Participated in side-by-side coaching sessions with ICCC team members in transition or returning from leave.

· Create and process various claim types such as Debit card, Check Fraud, Pin/ATM, and ACH 2.0 (process ACH (Automated Clearing House) cases from

beginning to end).

· Handle Representment/Pre-Arbitration cases after an Acquirer’s dispute response.

• Oversee the daily workflow of the teller line.

• Mentor junior tellers, and provide backup coverage when the branch is short-staffed.

• Verify end-of-day balances, audit cash drawers, and approve transactions or overrides that exceed standard teller limits.

• Handle escalated customer complaints, resolve transaction discrepancies, and process everyday banking needs (deposits, withdrawals, cashing checks).

• Identify customer financial needs and refer them to Personal Bankers or other specialists within the branch.