Kiera Mitchell

Fraud and risk operations professional with experience conducting complex investigations, analyzing high-risk accounts, identifying fraud trends, and supporting payment and account resolution operations across financial services environments. Skilled in fraud mitigation, skip tracing, transaction analysis, root cause investigations, and cross-functional collaboration. Experienced using investigative and risk analysis tools including LexisNexis, Accurint, TLO, ACI, NICE, Experian, Innovis, and CRM systems to identify suspicious activity, support operational improvements, and mitigate financial risk.

Collections Associate / Skip Tracing Specialist - Hyundai Capital America

(2026-01)

Manage early payment default and high-risk collections accounts while resolving complex customer escalations and account issues.

• Conduct investigative skip tracing research using TLO, LexisNexis, Accurint, CRM systems, and public records databases to locate customers and assess account risk.
• Analyze account trends, payment behaviors, and customer data to support operational improvements and account resolution strategies.
• Collaborate cross-functionally with internal departments to ensure timely and accurate case resolution while maintaining compliance and service standards.
• Participate in A/B testing initiatives evaluating outbound call strategies, workflow effectiveness, and account recovery performance to improve operational outcomes.
• Document account findings, customer interactions, and investigative research within internal systems while maintaining accuracy and compliance.

Flight Attendant - Spirit Airlines

(2022-12 - 2026-05)

Delivered high-quality customer service while ensuring passenger safety and compliance with FAA regulations in fast-paced environments.

• Managed customer concerns, de-escalated conflicts, and resolved in-flight issues while maintaining professionalism under pressure.
• Collaborated with crew members and operations teams to support efficient flight operations and positive customer experiences.
• Demonstrated strong communication, adaptability, and problem-solving skills while working flexible schedules and handling time-sensitive situations.

Customer Service / Collections Specialist - Toyota Motor Company

(2021-01 - 2022-12)

Handled customer account inquiries, payment-related concerns, and delinquent account escalations while maintaining compliance standards.

• Worked with customers to establish payment arrangements and resolve account issues through effective communication and account analysis.
• Documented account activity, customer interactions, and case updates within CRM systems to support operational accuracy and reporting.
• Collaborated with internal departments to support timely issue resolution and improve overall customer account management processes.

Fraud Detection Specialist II - Wells Fargo

(2018-07 - 2020-12)

Conducted complex investigations involving synthetic identity fraud, account takeover activity, high-risk transactions, and suspicious banking behavior across multiple payment channels.

• Analyzed transaction patterns, behavioral indicators, and account activity to identify fraud typologies and mitigate potential financial losses.
• Utilized investigative platforms including LexisNexis, Accurint, ACI, NICE, Experian, Innovis, Western Union, and CRM systems to perform deep-dive fraud research and case analysis.
• Escalated high-risk fraud trends and operational concerns to leadership while collaborating cross-functionally to improve fraud prevention strategies and investigative workflows.
• Provided detailed case documentation, investigative findings, and risk assessments in compliance with internal controls and regulatory procedures.
• Supported fraud mitigation efforts by identifying suspicious activity trends and assisting with operational process improvements.

Quality Assurance Associate - Walmart Distribution Center

(2018-01 - 2019-12)

Performed quality assurance reviews and monitored operational metrics to ensure compliance with company standards and productivity goals.

• Identified workflow inefficiencies and supported operational improvements to enhance accuracy and overall distribution performance.

Computer Information Technology Major, Cybersecurity Minor - Atlanta Metropolitan State College (2026-12)