Christi Raia
Charlotte
Summary
I am a motivated, detail-oriented and friendly individual seeking a customer focused position. Looking to apply strong communication skills, as well as a positive attitude, while managing many tasks and supporting customer and team needs. Focused on bringing strong problem-solving skills and commitment to satisfaction to a fast-paced environment. I am passionate about delivering quality results where I can work alone or with a team on multiple projects. I care deeply about serving others with a background in volunteering as a youth basketball coach, as well as balancing a career in finance; with distinctions as being ranked a top performer for three consecutive quarters in my current role. I’ve also held a spot on the iD8 committee at TD Bank for two fiscal years in which we work to update procedures to create a better environment for both customers and colleagues, while staying within compliance and driving positive results for efficiency and customer satisfaction.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Fraud Specialist III
TD Bank
Remote - Charlotte
09.2022 - Current
- First level supervisor at contact center in a specialities group assisting with escalated calls from branch representatives and customers regarding complex fraud cases.
- Investigate, resolve and dispute fraud cases involving deposit and credit accounts ensuring compliance with bank policies and regulatory standards.
- Identify suspicious transaction patterns through account monitoring and detailed analysis.
- Communicate with customers to gather evidence, resolve concerns and provide clear explanation and expectations regarding dispute outcomes.
- Collaborate with internal departments to escalate cases and provide high quality resolutions while maintaining positive customer experience.
- Contribute to reducing fraud related losses through identification of risk behaviors.
Assistant Branch Manager
KeyBank National Association
Liverpool
03.2020 - 09.2022
- Managed administrative banking operations, including account, maintenance, auditing, reconciliation, and branch compliance.
- Supervise and trained staff to maintain accurate processing of cash handling and vault controls.
- Developed customer outreach strategies, increasing engagement, and retention.
- Overall, ATM balancing teller drawers and financial record preparation to maintain audit readiness.
- Adapted to evolving priorities while maintaining accuracy and meeting deadlines.
- Tailored products for customers need to meet their current financial needs while also resolving arising issues and creating seamlessly executed arrangements for future financial.
- Became the first small business liaison in central New York region to on board 100+ customers to the Key@Work program.
Associate Banker
Chase Bank
Oswego
12.2018 - 03.2022
- Processed high risk financial transactions, including wire, transfers deposits, and which rules in compliance with fraud prevention protocols.
- Delivered personalized financial solutions to meet customer needs and improve overall banking experience.
- Resolved complex service issues through active, listening and strong problem-solving skills.
- Assisted with account set up documentation and risk review for customer banking products.
Education
Bachelor of Arts - International Relations
SUNY College At Oswego
Oswego, NY 08.2015 - 12.2018
Skills
- Communication
- Conflict resolution
- Multitasking
- Managing complaints and escalation
- Customer outreach and retention
- Intermediate Spanish language proficiency
Languages
Spanish
Professional
Accomplishments
- WOW Star award winner for 3 consecutive quarters in 2023
- Nominated as new-hire onboarding support trainer for 2024 and 2025
References
References available upon request.
Timeline
Fraud Specialist III
TD Bank
09.2022 - Current
Assistant Branch Manager
KeyBank National Association
03.2020 - 09.2022
Associate Banker
Chase Bank
12.2018 - 03.2022
Bachelor of Arts - International Relations
SUNY College At Oswego
08.2015 - 12.2018