General Virtual AssistantGeneral Virtual Assistant

Key Achievements:

Successfully analyzed high-volume transactions and account activity to identify potential fraud, financial risks, and unusual patterns. Consistently made timely, risk-based decisions on complex fraud cases while balancing customer experience and business risk. Managed escalated and high-impact merchant cases, including account restrictions, fund holds/releases, reserve release requests, and account terminations. Used advanced Microsoft Excel to analyze data, quantify business impact, identify trends, and prepare actionable reports. Collaborated with Risk, Strategy, and cross-functional teams to investigate complex cases and improve fraud prevention processes. Identified opportunities for process improvement and supported research and automation initiatives to improve operational efficiency. Maintained high levels of accuracy and attention to detail when reviewing sensitive financial and transactional information. Effectively communicated complex fraud decisions and policy requirements to merchants through professional phone and email communication. Supported team development through coaching, cross-training, knowledge sharing, and leadership initiatives. Consistently handled sensitive and time-critical cases while maintaining confidentiality, compliance, and established turnaround times.