Laura Townsend
Newark
Summary
Developed strong analytical and investigative skills in high-stakes environment, focusing on fraud detection and prevention. Leveraged data analysis and critical thinking to identify and mitigate risks effectively. Seeking to transition these transferable skills into the Sr. Fraud Analyst III HRR role, contributing to organizational success.
Overview
4
4
years of professional experience
Work History
Sr. Fraud Analyst II
Bank of America
11.2023 - Current
- Implement fraud prevention measures by carefully verifying customer identification and following established security protocols.
- Conduct research to prevent fraud and scam for transactions such as wires, ACHs, Bill Pay, Zelle, and Payment and Invoice.
- Maintain accurate records of all fraudulent activity including steps taken for resolution
- Enhanced customer trust by promptly addressing their concerns regarding potential fraud incidents and providing recommendations for safeguarding their accounts.
- Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
- Protected company and client assets through vigilant review of account activity, swiftly addressing any anomalies or suspicious behavior detected.
- Provided exceptional customer service during the resolution of fraud cases, ensuring a positive experience for affected clients while maintaining company integrity.
Sr. Client Service Representative (chat)
Bank of America
10.2022 - 11.2023
- Collaborated with team members to enhance overall service quality, sharing knowledge and best practices.
- Assisted clients with inquiries by offering digital solution self-service options.
- Serviced two chats at a time while meeting/exceeding productivity goals.
- Properly documented client complaints and provided best resolution.
- Enhanced customer satisfaction by promptly addressing and resolving client inquiries and concerns while following company guidelines and regulations.
SB Preferred Client Service Representative III
Bank of America
09.2022 - 10.2022
- Provided courteous and efficient service to incoming callers while following compliance to protecting client accounts
- Advised clients about the bank's services to ensure customer's full use of their account benefits
- Resolved client concerns such as deposit holds, returns, fees and transfers.
- Initiated client disputes and fraud claims with thorough documentation
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
SB Client Service Representative II (credit Cards)
Bank of America
09.2021 - 09.2022
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Reviewed and assisted customer with account fees, billing inquiries, payment, card activations, balance and payment research
- Utilized various software to assist customer and maintenance accounts.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
Accountant
Rockwood Programs
10.2020 - 07.2021
- Handled day-to-day accounting processes to drive financial accuracy.
- Prepared working papers, reports and supporting documentation for audit findings.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Communicated with clients, underwriters and finance companies to keep accounts current through mail, phone and email.
- Processed accounts payables and receivables via check, wires and ACHs.
Education
Bachelor of Science - Accounting
Goldey Beacom College
Wilmington, DE 1980808-2020
Skills
- Fraud documentation
- Verbal and written communication
- Activity monitoring and fraud detection
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Active listening
- Bilingual (Spanish certification obtained)
Timeline
Sr. Fraud Analyst II
Bank of America
11.2023 - Current
Sr. Client Service Representative (chat)
Bank of America
10.2022 - 11.2023
SB Preferred Client Service Representative III
Bank of America
09.2022 - 10.2022
SB Client Service Representative II (credit Cards)
Bank of America
09.2021 - 09.2022
Accountant
Rockwood Programs
10.2020 - 07.2021
Bachelor of Science - Accounting
Goldey Beacom College
Similar Profiles
Daniel NavaDaniel Nava
Lead Operations Representative at Bank of AmericaLead Operations Representative at Bank of America
Devi MaksutiDevi Maksuti
Personal Banker at Bank of AmericaPersonal Banker at Bank of America
Angelo VillarrealAngelo Villarreal
Relationship Banker at Bank of AmericaRelationship Banker at Bank of America