Fraud Analyst Qa Ii resume example with 8+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Ambitious Fraud Quality Analyst with 9 years of experience in call center quality monitoring with a track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects. Motivated Fraud Analyst touting 4 years of expertise investigating suspicious activity for American Express, Zelle and nearly 7000 financial institutions in the United States. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.

  • QA/QC (9 years)
  • Fraud (3 years)
  • Risk Management (3 years)
  • AML (9 years)
  • Internal Audits (9 years)
  • Process Improvement (9 years)
  • Six Sigma
  • Customer service — Proficient
  • Recruiting — Proficient
  • Data entry: Accuracy — Highly Proficient
  • Call center customer service — Proficient
  • Technical support: Customer situations — Proficient
  • Medical receptionist skills — Proficient
  • Advanced attention to detail — Proficient
  • Basic computer skills — Proficient
  • Verbal communication — Highly Proficient
  • Attention to detail — Highly Proficient
  • Sales skills — Proficient
  • Customer service manager — Proficient
  • Work style: Reliability — Proficient
Work History
Fraud Analyst QA II, 02/2020 to 01/2022
Westerra Credit UnionLakewood, CO,

★ My responsibilities included but were not limited to, evaluating, and providing feedback on over 400 Fraud Prevention and FCRA calls daily, 50 supervisor and management reports weekly, 100 reports on Sanctioned parties bi-weekly, 100 high risk velocity triggers and in app memos created by consumers monthly, as well as ensure policies and procedures were followed closely by all working within consumer services including fraud risk management and development operations

★ After working within Early Warning Services for the first year, I identified many deficiencies within consumer services

Having been familiar with Six Sigma, I was able to define, measure, analyze, enhance, and control procedures that were outdated and unproductive

★ A few things I am proud of achieving individually were; rewriting a work flow and script for the fraud analysts to follow to improve both quality and customer experience, creating work flow and knowledge base articles for new hires and management in each work process for fraud prevention, create a Word Document, PowerPoint presentation and Excel reference sheet categorizing and simplifying knowledgebase articles to streamline a quick and easy guide for consumer service employees, worked closely with development operations to redesign an API(Application Programming Interface) to improve quality and consumer experiences for fraud prevention calls, and presented weekly meetings with senior management on fraud risk management reports and how to improve processes and prevent loss.

★ I am proud to have been involved in Zelle and Early Warning Service's growth, where each quarter the company was able to make over 2 billion dollars. With my process improvements within the company, I was able to reduce employee turnover by 89% by assisting in training and prevented hundreds of millions of dollars of loss.

Fraud Analyst II, 09/2019 to 02/2020
Macy's CreditCity, STATE,
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
  • Contacted customers directly to notify of fraudulent activity and minimize impacts
  • Summarized all key information regarding investigation into detailed report for delivery to client
  • Gathered evidence, which included recorded and written statements, financial documentation, and audio materials for examination
  • Provided exemplary level of customer service to clients and company personnel
  • Investigated cases of insurance and credit card fraud, which involved upwards of $100 Million per case
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
Senior Call Center Manager, 01/2013 to 08/2019
Hastings DirectCity, STATE,
  • Established and oversaw performance targets for call center associates
  • Determined quality assurance benchmarks and set standards for improvement
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics
  • Created clear and effective policies governing all aspects of employee work and interaction with customers
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
  • Optimized processes and supervised 11 employees
  • Directed training and retraining of employees to boost performance and enhance business results
  • Developed detailed plans based on broad guidance and direction Improved staff morale and reduced employee turnover by 29% in 2014
  • Established team priorities, maintained schedules and monitored performance
  • Estimated expected changes in business operations and made proactive adjustments to employee schedules to address needs
  • Recruited and developed employees for Retention and Sales department
High school diploma: , Expected in
- ,
Additional Information


FCRA Certificate Program for CRAs

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Resume Overview

School Attended

Job Titles Held:

  • Fraud Analyst QA II
  • Fraud Analyst II
  • Senior Call Center Manager


  • High school diploma

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