Grace Villaseñor

Detail-oriented Customer Support and Fraud Investigation professional with nearly 5 years of experience in financial services. Skilled in fraud detection, risk assessment, transaction monitoring, and handling KYC/AML compliance. Proven ability to investigate complex fraud cases, analyze behavioral and transaction patterns, and support cross-functional teams in reducing financial risk and losses.

Fraud Investigator at TaskUs (2021-07 – 2026-05)

• Conducted investigation involving account take over (ATO) identity theft, money mule activities, and true party fraud.
• Reviewed suspicious accounts, transactions and user activities to identify potential fraudulent behavior.
• Analyzed transaction trends and behavioral patterns to determine fraud risk.
• Gathered and documented evidence from internal and external sources.
• Prepared detailed case reports and investigation findings.
• Escalated high-risk fraud cases to management.
• Collaborated with cross-functional teams to reduce fraud exposure and financial loses.

Customer Support Representative at TaskUs (2021-07 – 2026-05)

• Handled customer inquiries and complaints in a professional and courteous manner through phone calls and email.
• Assist in the onboarding process for new customers, ensuring smooth account setup experience.
• Review ID's, bank statement, tax document and selfie submitted by customers.
• Ensure compliance with financial regulations, KYC (Know Your Customer), and AML (Anti- Money Laundering ) procedures.

Hotel Staff at Edsa Shangri-La (2019-03 – 2020-01)

• Attending to guests needs, and proving customer service satisfaction.

BS Business Administration in Marketing Management – Baliuag University (2012 – 2016)

Secondary – St. Paul College San Rafael (2008 – 2012)