Julia Carter
Warren
Summary
Dedicated and adaptable professional with over 15 years of diverse experience in banking, financial crimes investigations, customer service, gaming operations, food service, and warehouse operations. Skilled in fraud detection and prevention, high-volume transaction environments, account maintenance, and delivering exceptional client support. Proven ability to investigate and resolve complex financial issues while maintaining compliance with industry regulations.
Analytical and insightful Fraud Analyst known for high productivity and efficiency in task completion. Possess specialized skills in data analysis, pattern recognition, and risk assessment. Excel at problem-solving, critical thinking, and decision-making to identify and mitigate fraudulent activities effectively.
Experienced Fraud Analyst with keen understanding of financial systems, data analysis and regulatory requirements. Strong ability to identify suspicious activities, conduct thorough investigations, and implement fraud prevention measures. Have effectively reduced instances of fraudulent activity in previous roles by improving internal controls and processes. Commended for analytical skills, problem-solving abilities, and deep knowledge of risk management principles.
Overview
17
17
years of professional experience
Work History
Financial Crimes Fraud Analyst
Northwest Bank
Buffalo
06.2025 - Current
- Prevent and detect fraudulent activities across multiple channels, including Zelle, online banking, debit/credit cards, checking/savings accounts, ACH, and wire transfers.
- Investigate cases involving check fraud, kiting, deposit fraud, account takeover, and elder abuse fraud.
- File and manage fraud cases, ensuring accurate documentation and compliance with banking regulations.
- Collaborate with internal departments, law enforcement, and regulatory agencies to resolve fraud matters.
- Provide fraud education and prevention resources to customers and staff.
- Systems used fiserv, verafin, signature, nautilus, online banking, identity verification, care, etc
- Analyzed transaction data for fraudulent patterns and anomalies.
- Investigated suspicious accounts and flagged potential fraud cases.
- Collaborated with law enforcement on fraud-related investigations.
- Utilized fraud detection software to monitor account activity.
- Reviewed customer complaints regarding unauthorized transactions.
- Assisted in developing fraud prevention policies and procedures.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Documented all investigative findings in a clear, concise manner for senior management review.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Tracked chargeback activity to identify best practices for determining fraud.
- Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Conducted interviews with customers to verify their identity and validate information.
- Made recommendations for closing accounts and performed associated follow-up.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Performed deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.
Financial Crimes Fraud Analyst
M&T Bank
Buffalo
04.2024 - 04.2025
- Monitored transactions to identify and investigate suspicious activity.
- Conducted in-depth fraud investigations for Zelle, online banking, debit/credit cards, checking/savings accounts, ACH, wire transfers, and check fraud.
- Managed fraud cases from detection through resolution, maintaining compliance with federal and state regulations.
- Investigated kiting, deposit fraud, account fraud, Online banking and Zelle, Credit and debit cards, and elder abuse fraud cases.
- Prepared detailed case reports and coordinated with law enforcement agencies.
- Analyzed transaction data for fraudulent patterns and anomalies.
- Investigated suspicious accounts and flagged potential fraud cases.
- Utilized fraud detection software to monitor account activity.
- Reviewed customer complaints regarding unauthorized transactions.
- Assessed customer and client data to detect potential fraud risks.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Documented all investigative findings in a clear, concise manner for senior management review.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Tracked chargeback activity to identify best practices for determining fraud.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Conducted interviews with customers to verify their identity and validate information.
- Made recommendations for closing accounts and performed associated follow-up.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
Senior Customer Service Representative / Teller
KeyBank National Association
Buffalo
01.2021 - 04.2024
- Managed customer checking and savings accounts, ensuring accurate transactions and account maintenance.
- Provided credit and debit card support, including card maintenance, fraud detection, and dispute filing.
- Maintained personal loans, auto loans, mortgage accounts, and escrow accounts with attention to compliance and accuracy.
- Purged commercial loan files in accordance with bank policies and regulatory standards.
- Delivered high-volume phone and chat support, with specialized focus on fraud prevention and resolution.
- Managed customer inquiries through multiple channels, ensuring consistent communication.
- Resolved complex customer issues efficiently while maintaining high satisfaction standards.
- Trained new staff on policies, procedures, and customer service best practices.
- Utilized CRM software to track interactions and manage customer relationships effectively.
- Conducted regular follow-ups with customers to ensure ongoing satisfaction with services.
- Actively participated in team meetings to share insights and improve service strategies.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Conducted customer service training for new hires.
- Resolved escalated customer complaints in a timely manner.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Enhanced fraud detection systems by incorporating machine learning algorithms, improving detection accuracy.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Implemented customer verification processes, significantly reducing the risk of fraudulent account creation.
- Analyzed transaction data to identify potential fraud patterns and trends.
- Investigated customer disputes by reviewing account activity and transaction history.
- Documented findings and maintained accurate records of investigations conducted.
- Utilized fraud detection tools to monitor transactions in real-time effectively.
- Provided training sessions for staff on emerging fraud schemes and prevention techniques.
- Interfaced with external agencies such as law enforcement when necessary to facilitate investigations.
- Identified and investigated fraudulent activities, discrepancies and suspicious transactions.
- Conducted detailed investigations into potential cases of identity theft or credit card fraud.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Reviewed loan documents for accuracy and compliance with regulations.
- Coordinated communication between borrowers, lenders, and title agents.
- Maintained comprehensive records of all closed loans for auditing purposes.
Gaming Dealer
Seneca Buffalo Creek Casino
Buffalo
11.2018 - 01.2021
- Dealt table games in compliance with gaming regulations and internal controls.
- Handled money exchanges with precision and integrity.
- Monitored gaming activity and enforced casino rules to maintain a fair and enjoyable environment.
- Provided supervision and assistance to players and colleagues.
- Dealt various table games while maintaining game integrity and fairness.
- Provided exceptional customer service to enhance guest experience and satisfaction.
- Monitored gaming area for compliance with regulations and casino policies.
- Educated players on game rules and strategies to promote engagement.
- Collaborated with team members to ensure smooth game operations.
- Engaged in conflict resolution to address player disputes effectively.
- Managed cash transactions accurately during gameplay for operational efficiency.
- Maintained a clean and organized gaming environment for optimal player enjoyment.
- Set up gaming tables for assigned games, such as blackjack or roulette.
- Adhered to established departmental policies and procedures concerning customer service standards, security measures, and money handling protocols.
- Conducted random audits of gaming tables in order to verify accuracy of financial records associated with player bets.
- Communicated effectively with other dealers, supervisors, floor personnel and customers.
- Verified players' identification to ensure compliance with legal age requirements.
- Continuously monitored card shufflers for proper operation during games; called for maintenance if necessary.
- Regularly checked decks for wear or damage; replaced worn cards as needed.
- Maintained a positive attitude and professional demeanor at all times when dealing with customers and co-workers.
- Monitored play of patrons to detect any cheating or suspicious activity; reported any irregularities immediately to supervisor and security staff.
- Demonstrated knowledge of multi-game formats including poker variations, Blackjack and other casino table games.
- Performed daily opening, closing duties such as counting chips, cash drawers, verifying paperwork is complete and accurate.
- Performed chip and cash exchanges between players, cashed out chips for patrons, and made payouts according to house rules.
- Alerted pit bosses when tables became full or empty in order to maintain optimal staffing levels.
- Calmed down angry guests or patrons using skills in active listening and positive engagement.
- Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.
- Communicated with supervisors and managers about suspicious or unruly behavior from patrons.
- Provided gambling chips and coin money in exchange for legal currency for players to join in games.
- Observed gamblers to identify marking, switching and counting cards.
Pizza Maker / Cashier
Just Pizza
Buffalo
08.2008 - 01.2018
- Prepared pizzas and other menu items to customer specifications.
- Operated cash register, processed orders, and managed customer interactions.
- Maintained a clean and organized work area while ensuring quality and efficiency.
- Prepared dough using traditional recipes and techniques for optimal flavor.
- Managed pizza assembly by selecting fresh ingredients and maintaining quality standards.
- Operated commercial ovens to ensure even cooking and perfect crusts.
- Maintained a clean and sanitized workspace following health regulations.
- Collaborated with team members to fulfill high-volume orders efficiently.
- Assisted in training new staff on pizza-making processes and kitchen safety.
- Monitored inventory levels and reported shortages to ensure ingredient availability.
- Engaged with customers to provide friendly service during peak hours.
- Handled customer orders in a timely manner, ensuring accuracy of order.
- Cleaned and sanitized kitchen surfaces and equipment.
- Operated the pizza oven, ensuring pizzas were cooked to order.
- Crafted pizzas using proper amount of dough and quantities of toppings according to specifications.
- Kept stations stocked and ready for use to maximize productivity.
- Used pizza cutter to slice whole pizzas according to customer size specifications.
- Complied with safety and sanitation guidelines to maintain health and well-being of customers and other staff.
- Monitored quality of all products served to customers.
- Communicated with customer to provide menu offering details and assist with decision-making.
- Measured ingredients accurately using measuring cups or scales.
- Assisted other cooks in preparing salads, sandwiches, desserts and appetizers.
- Followed established recipes when creating specialty pizzas requested by customers.
- Performed daily maintenance tasks on kitchen equipment such as cleaning fryers or grills.
- Handled cash transactions and provided change to customers promptly.
- Trained new cashiers on register operations and customer service standards.
- Resolved customer complaints politely to enhance overall dining experience.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Greeted customers and answered any questions they had about the store's products and services.
- Issued receipts, refunds, credits or change due to customers.
- Balanced daily transactions on a computerized point-of-sale system.
Warehouse Worker
Durham Staffing
Buffalo
03.2013 - 09.2016
- Performed inventory management, shipping, and receiving tasks.
- Prepared and packaged products for shipment.
- Operated warehouse equipment and maintained a safe working environment.
- Followed safety protocols to maintain a secure working environment.
- Collaborated with team members to meet daily operational goals.
- Maintained cleanliness of work areas to promote safety and efficiency.
- Prepared and completed warehouse orders for delivery or pickup according to schedule.
- Packaged items carefully using protective materials like bubble wrap or foam sheets.
- Operated scanners, computers, and other equipment to track orders.
- Counted number of boxes or units in loading docks to confirm proper completion of work orders.
- Packed boxes and stock using organizational guidelines.
Barista / Cashier
Dunkin' Donuts
Buffalo
01.2014 - 07.2014
- Prepared coffee and specialty beverages to order.
- Operated cash register and handled customer transactions efficiently.
- Maintained cleanliness and stocked supplies to ensure smooth operations.
- Prepared and served beverages according to customer preferences.
- Operated espresso machines and blenders efficiently during peak hours.
- Maintained cleanliness and organization of workstations throughout shifts.
- Assisted customers with menu selections and special requests.
- Processed transactions accurately using point-of-sale systems.
- Trained new baristas on beverage preparation techniques and customer service standards.
- Restocked inventory of coffee beans, syrups, and supplies regularly.
- Collaborated with team members to ensure smooth service flow.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
- Provided excellent customer service by responding to inquiries quickly and professionally.
- Operated cash registers to process customer payments.
Education
GED -
Adult Learning Center
Buffalo, NYSkills
- Fraud prevention
- Fraud detection
- Fraud investigation
- Case management
- Zelle
- ACH
- Wire fraud
- Online banking fraud
- Check fraud
- Kiting
- Deposit fraud
- Account takeover
- Elder abuse fraud
- Checking account maintenance
- Savings account maintenance
- Loan servicing
- Mortgage account servicing
- Escrow management
- Credit card maintenance
- Debit card maintenance
- Dispute resolution
- Commercial loan purging
- High-volume call support
- High-volume chat support
- Client relationship management
- Problem resolution
- Upselling banking products
- Teller operations
- Money exchange
- Balancing drawers
- Transaction accuracy
- Table game dealing
- Player supervision
- Compliance with gaming regulations
- Coffee preparation
- Order accuracy
- Food handling
- Customer interactions
- Inventory control
- Shipping
- Receiving
- Order fulfillment
- Workplace safety
- Banking systems
- Fraud detection software
- Microsoft Office Suite
- CRM platforms
References
Available upon request.
Timeline
Financial Crimes Fraud Analyst
Northwest Bank
06.2025 - Current
Financial Crimes Fraud Analyst
M&T Bank
04.2024 - 04.2025
Senior Customer Service Representative / Teller
KeyBank National Association
01.2021 - 04.2024
Gaming Dealer
Seneca Buffalo Creek Casino
11.2018 - 01.2021
Barista / Cashier
Dunkin' Donuts
01.2014 - 07.2014
Warehouse Worker
Durham Staffing
03.2013 - 09.2016
Pizza Maker / Cashier
Just Pizza
08.2008 - 01.2018
GED -
Adult Learning Center