OSCAR RENDON
Phoenix
Summary
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker, always willing to grow within the company .Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivated Fraud Analyst touting 8 years of expertise investigating suspicious activity.
Overview
8
8
years of professional experience
Work History
Fraud Prevention and Detection Specialist Senior
USAA
07.2024 - Current
- I support a variety of roles and responsibilities within the detection area.
- I began my career at USAA in the Decision Validation role.
- Handled incoming DVT requests via SharePoint, ensuring compliance deadlines, and maintaining accurate workflow to prevent past-due items.
- Investigated a wide range of case types, including ID theft, ATO, PTO, TOA, unauthorized and authorized scams, as well as card and account compromise and abuse cases.
- Consistently met and exceeded monthly performance metrics and quality. I was recognized for strong performance and selected to support our Awaiting Information function.
- Supported the awaiting information function by reviewing cases in Safire and generating an alert for the case based on my findings.
- I achieved a daily case volume of 4 cases per day, with quality over 95%, and adherence exceeding 90%.
- Due to strong contributions in the Awaiting Information function, I was selected to transition into the Dispute Abuse role.
- Manage dispute abuse cases by reviewing alerts from Safire, assessing member activity to identify potential misuse of the dispute process.
- Evaluate case findings to determine if a member should be considered for the BBA.
- Collect key evidence during the investigation, and prepare a summary report for leadership review and approve.
- Submitted all completed abuse cases to leadership for approval, maintaining a 100% approval rate, with no rejections.
- Applied knowledge of Regulation E and Regulation Z when investigating dispute abuse cases to ensure compliance.
Senior Fraud Claims Analyst
Bank Of America
08.2021 - Current
- Providing resolution status for both fraud and non-fraud Incoming Zelle claim
- Skilled in detecting and analyzing wire, check and ACH fraud claim's
- Experience in collecting and analyzing relevant documents to investigate both fraud and non fraud claims
- Responsible for escalating and helping mitigate risk
- Able to manage and prioritize multiple and complex situations
- Proficient with claims related systems and procedures within fraud and non-fraud claims
- Identified ways in finding gaps and any noticeable trends to improve efficiencies in our daily work
- Provided excellent customer service when making outbound call to our clients regarding a Zelle claim
- Consistently worked overtime to ensure we would not go over reg E deadline
- I received training from the Model Fees department to assist when they are requiring additional support
- I was chosen to both learn and make valuable contributions to the digital BDR project
- Attempted recovery of funds sent to incorrect recipients both fraud and non-fraud via online banking transfer, Zelle transfer, or account transfers
- Utilized various application to investigate fraud and recover funds, safeguarding both clients and the bank.
Wealth Fraud Claim Analyst
Bank of America
10.2019 - 08.2021
- Wealth Fraud and Claims (Hybrid)
- Initiating both fraud and billing disputes for our wealth clients
- Providing status updates to clients and branch offices
- Handling wide variety claim types: Credit card, Debit card ,ATM, Check fraud, ACH, and online wire transfers for wealth banking products
- Providing excellence customer service by handling inbound calls from clients, branch offices, banking center, and internal associates.
Senior Fraud specialist
Bank of America
01.2019 - 10.2019
- Assisting our wealth clients with excellent customer service skills
- Processed and review regular transaction to identify fraudulent transactions
- Receive inbound calls about potential fraud and or fraud
- Provide accurate and appropriate information in response to customer inquires
- Complete research, analysis and documentation of accounts activity and used personal judgment to determine appropriate actions
- Executed and perform client’s services which included; client calls, transaction processing, inquiry response/research, account maintenance and analyzing customer questions, request and problems.
Customer Service Representative
Bank Of America
10.2017 - 01.2019
- Answered 50 - 70 inbound phone calls in a fast-paced work environment, providing timely and excellent customer service
- Executed financial transactions according to bank policies and procedures
- Responded to customer inquiries, providing information on credit card accounts, policies, products, and services
- Assist customers in understanding their bill, processing transaction, and making payments
- Maintain customers' accounts (including lost/stolen credit card, stop payment etc.)
- Monitoring accounts for fraudulent activity and liaising between customers and disputes department.
Education
North High School
Phoenix, AZ2013
Some College (No Degree) - Business Administration
Southern New Hampshire University
Hooksett, NHSkills
- Fraud and non Fraud claims Review
- Fraud Patterns
- Account Follow-Up
- Active Listening
- Service Quality
- Customer Satisfaction
- Special Projects
- Fraud and Anomaly Analysis
- Investigative Research
- Claims History Analysis
Timeline
Fraud Prevention and Detection Specialist Senior
USAA
07.2024 - Current
Senior Fraud Claims Analyst
Bank Of America
08.2021 - Current
Wealth Fraud Claim Analyst
Bank of America
10.2019 - 08.2021
Senior Fraud specialist
Bank of America
01.2019 - 10.2019
Customer Service Representative
Bank Of America
10.2017 - 01.2019
North High School
Some College (No Degree) - Business Administration
Southern New Hampshire University
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