Mercedes Gonzales

-work PPCR, R&D, ATO claims, High Dollar

• Decisioned complex ATM/Debit Fraud investigations, leveraging advanced risk analysis to minimize financial loss and safeguard customer assets regarding ATM Fraud and PPCR claims
• Perform end‑to‑end fraud, dispute, and scam investigations by analyzing system‑generated alerts and synthesizing data across enterprise platforms (EPIC, FLASH, VROL. MasterCard, Content Navigator, Verint, BOSS, LexisNexis, Staci
• Analyze suspicious transaction patterns, fraud typologies, and account takeover indicators to determine appropriate actions, including provisional credit decisions, account restrictions, and escalations.
• Apply sound judgment in disputed claims and balancing regulatory compliance, fraud risk, and customer experience.
• consistently exceeding productivity and quality performance targets.
• Document investigative findings clearly and accurately within case management systems to ensure audit readiness and compliance with regulatory and internal control standards.

Reviewed ATM film to verify if customer received funds

Viewed ATM activity for ATM errors

Confirm overages

• Handled 20+ incoming calls per day to collect information and assist with various requests.
• Scanned face sheets, progress notes, and insurance verification forms to update medical information.
• Created and maintained patient account.
• Verified health insurance information to check enrollment, eligibility, and insurance data.
• Gained an exceptional knowledge of all insurance products offered to customize plans and meet needs of different customers.
• Verified and reviewed project documents to determine format, completeness, and compliance with contractual requirements.
• Personally retrieved and delivered sensitive documents to appropriate personnel, maintaining documented chain of custody for confidential data.

• Answered incoming office calls over multi-line system and answered questions, took messages, or transferred to desired extensions.
• Shared information about office hours, procedures, and requirements to resolve walk-up and telephone questions.
• Greeted guests promptly and consistently set professional tone with friendly assistance.
• Helped gather supplies and set up spaces to coordinate meetings and office events.
• Issued badges and logged incoming visitors to meet security standards. Shipped out packages with postal service and special carriers based on size, destination, and schedule requirements of each delivery.
• Added daily tracking details to excel/ WORD spreadsheets and produced regular reports.
• Wrote and distributed professional, error-free correspondence such as internal memos, email responses and professional letters.
• Completed enrollments for new hires and helped coordinate onboarding.
• Managed incoming and outgoing mail and deliveries to support efficient office operations.

• Developed department leadership among team members by coaching and providing challenging assignments.
• Assigned tasks to team members based on individual strengths and promoted teamwork-driven environment to meet goals.
• Collected statistical data and documentation to report on.
• Trained, and disciplined new hires and provided constructive feedback for improvement of performance.
• Met and exceeded productivity
• Developed and monitored performance metrics
• Reviewed and prepared intake, service plan, and supporting documentation for each participant.
• Monitored and recorded participant progress to measure achievement of goals and objectives.
• Worked with participants on various responsibilities to meet individual understanding for job duties by explaining and demonstrating tasks.