image/svg+xmlFraud Investigator - New York City Regional Center, New York, NY
October 2017 - January 2020
Fraud Analyst - US Postal Service, New York, NY
April 2016 - January 2017
Customer Care Associate - US Postal Service, New York, NY
April 2014 - January 2016
Bachelor's Degree In Legal Support Services
2011 - 2014
Customer Care
Fraud Prevention
Fraudulent Activity
Communication
Customer Service
Technical Support
Law Enforcement
Assesses Customer
In-Depth Investigations
Problem Resolution
Zachary Matthews
Zachary Matthews
Fraud Investigator
(750) 555-8527 | zmatthews@example.com | 22647 W. Oak St., New York, NY 58395
Experience
Selected as part of the SIU (special investigations unit) team to process and review theft and fraud claims.
Processed fraud affidavits for identity theft victims and prepared case reports for future prosecution
purposes.
Qualified and investigated alerted suspicious customer account cash activity indicative of BSA/AML
violations.
Conducted enhanced due diligence investigations in support of policies and procedures (account /
customer based retail bank monitoring).
Conducted compliance audits and was recently appointed as a Medicare Lead Compliance Auditor for a
National Healthcare SIU audit.
Provided day-to-day system administration, troubleshooting assistance and technical resolutions, to 12-
15 customers who were experiencing technical issues.
Conducted independent internet research on FMLA guidelines and procedures for different state leaves to
accurately update client specific information and claims.
Verified cardholder and/or account holder identity using proprietary technology and established policies
and practices.
Cross-trained technical management Fraud Analyst procedures.
Counseled victims of identity theft and provided them with additional resources.
Resolved customer concerns through verbal and written communication, problem-solving techniques.
Scheduled service visits for repair, replacement, and installation of cable, phone and high speed internet
services for customers.
Directed and reconciled communication between customer and technical services.
Tailored communication to audience thereby providing the best level of service.
Processed customer orders via phone, email and walk-in precisely.
Education
New York University - New York, NY
Skills & Abilities