Erika Arciga Cervantes
Mesa
Summary
Dynamic fraud detection specialist with extensive experience at Wells Fargo, excelling in risk analysis and conflict resolution. Proven track record in mitigating financial losses through effective claims processing and coaching team members. Bilingual in Spanish, I leverage strong documentation research skills to enhance operational efficiency and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Claims Associate
State Farm
Tempe
05.2023 - 08.2025
- Conducted research on claim issues, utilizing available resources such as databases, and other documentation.
- Assessed claims to determine the validity and appropriateness of coverage according to policy guidelines.
- Determined liability, compensability, and benefits due on each claim.
- Identified and pursued opportunities for subrogation to recover funds from third parties responsible for losses.
- Assisted in team meetings as a quality specialist in providing quality-handling tips.
- Served as a team lead for others in the team with questions, as well as side-by-sides to help aid the team members' handling.
Senior Fraud & Claims Operations Representative
Wells Fargo
Tempe
02.2022 - 09.2022
- Transaction Fraud Specialist (department)
- Supervised an work chat set up for the team to reach out, assisted others with questions and approvals.
- Made call backs to customers or other team members who needed support or had complaints to resolve their issues.
- Maintained knowledge of current events and trends in areas such as money laundering and criminal tools and techniques.
Fraud and Claims Operations Specialist 3
Wells Fargo
09.2018 - 02.2022
- Transaction Fraud Specialist (Department)
- Investigate and identify real-time fraud in retail banking using multiple applications to mitigate financial risk.
- Monitor, research, and analyze trends related to customer transaction activity.
- Focus on preventing transactional fraud to mitigate losses to customers, Wells Fargo, and other financial institutions by taking appropriate actions.
- Provide education and feedback as a resource to team members in retail banking to mitigate future loss exposure.
Fraud Analyst Claims Assistance
Bank of America
Phoenix
03.2018 - 09.2018
- Incoming calls inquiring about potential claim related activity.
- Reviewed and monitored customer activity to determine the type of claim.
- Took appropriate action based on evaluation of the customers need.
- Determined if a claim needed to be started or if they were following up on an existing claim.
Fraud and Claims Operations Specialist 4
Wells Fargo
Tempe
06.2016 - 03.2018
- Loss prevention department
- Research and analyze customers activity and make decisions of there is a risk in the customers keeping accounts open with the banking institution.
- Made independent judgment decisions based on activities to identify if retention was possible for the customers bank accounts.
- Promoted within a year to Executive Office
- Executive Office queue is next level that consisted of calls from customers that required escalation.
- De-escalated calls when customers were upset about their account discrepancies.
- Assisted colleagues with questions and guidance on their calls and assisting customers.
Education
Dobson High School
Mesa, AZ05-2011
Skills
- Fraud detection
- Documentation research
- Conflict resolution
- Policy understanding
- Accident investigations
- Claims processing
- Coaching and mentoring
- Fluent in Spanish
- Risk analysis
- Attention to detail
Timeline
Claims Associate
State Farm
05.2023 - 08.2025
Senior Fraud & Claims Operations Representative
Wells Fargo
02.2022 - 09.2022
Fraud and Claims Operations Specialist 3
Wells Fargo
09.2018 - 02.2022
Fraud Analyst Claims Assistance
Bank of America
03.2018 - 09.2018
Fraud and Claims Operations Specialist 4
Wells Fargo
06.2016 - 03.2018
Dobson High School
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