Amanda Velasquez

Fraud and dispute resolution specialist with 5+ years of customer service experience, including 2+ years in call center support. CAMS-certified in Anti-Money Laundering, with hands-on experience in risk assessment, transaction monitoring, and case investigation. Known for strong interpersonal and active-listening skills, sound judgment under pressure, and a track record of accurate, efficient case handling. Seeking to grow within the fraud/AML banking industry.

Fraud Operations Specialist at Citibank (2024-08 – 2025-12)

• Investigated potential fraudulent activity on existing credit card accounts, applying appropriate verification methods to ensure accurate risk assessment on every call.
• Handled inbound client inquiries, leveraging available tools and resources to deliver effective, timely resolutions.
• Contacted card members to verify charges and recent account activity, helping identify and prevent potential fraud.
• Assessed risk in day-to-day decisions with a focus on protecting the firm's reputation, clients, and assets—adhering to policy and regulatory requirements and escalating issues transparently.
• Consistently completed assigned casework with a strong record of accuracy and efficiency.

Card Dispute Services / Fraud Prevention at Conduent (2024-01 – 2024-07)

• Identified and analyzed potential fraud through alert monitoring and fraud prevention reporting.
• Processed fraud disputes in accordance with company policy and regulatory guidelines.
• Reviewed customer disputes, provided status updates, and escalated complex cases for further analysis or risk review.
• Logged case details and customer interactions in a shared database, maintaining confidentiality in line with applicable regulations.

Office Clerk/Title & Registration Clerk at Bexar County Tax Assessor–Collector Office (2022-08 – 2023-12)

• Processed motor vehicle title and registration forms, including permanent and temporary handicap placard applications.
• Performed data entry and document management for general motor vehicle paperwork, including scanning, copying, and printing.
• Greeted visitors and answered/routed phone calls, providing accurate information and customer support.

Cashier / Cook at Robin Hood Sandwich Shoppe and Deli (2014-01 – 2017-05)

• Handled cash and credit transactions accurately, including coupon redemption.
• Prepared food orders to customer specifications while maintaining a clean, presentable workstation.

Bachelor of Arts in Criminal Justice – University of Texas at San Antonio (2020-12)

Associate of Arts in Criminal Justice – San Antonio College (2016-12)

Associate of Arts in Liberal Arts – San Antonio College (2017-12)