Yanirah Jefferson

Compliance-focused Escalations Analyst with experience investigating and resolving regulatory complaints submitted through the Consumer Financial Protection Bureau, Better Business Bureau, Office of the Comptroller of Currency and more. Skilled in analyzing complex account activity, identifying potential compliance and fraud risk, and preparing detailed regulatory responses in partnership with legal and compliance teams. Adept at risk assessment, issue resolution, and maintaining strong stakeholder relationships. Seeking to leverage investigative expertise and regulatory knowledge to transition into a Financial Crimes Specialist role.

• Analyzed financial data to support investment strategies and risk assessments.
• Collaborated with cross-functional teams to enhance operational efficiencies and reporting processes.
• Conducted market research to identify trends and inform business decisions.

• Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity.
• Reviewed and verified customer transactions to detect and prevent fraud and policy violations, resolving merchant disputes to mitigate losses.
• Conducted investigative research for internal and external customers reporting fraudulent activity, merchant disputes, or unusual account transactions, enhancing customer trust and satisfaction.
• Contacted third parties for research and utilized strong communication skills to establish rapport with customers, effectively de-escalating sensitive issues during claim resolution.
• Closed and reissued cards or accounts, researched and placed holds, reversed fees, and referred accounts for suspected elder abuse, identity theft, or account misuse.

• Delivered exceptional customer service through thorough investigative research for internal and external Wells Fargo customers reporting fraud, mis-posted transactions, merchant disputes, or unusual account activity.
• Reviewed and verified customer transactions to detect and prevent fraud and policy violations, resolving merchant disputes to mitigate and recover losses.
• Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity.
• Researched moderate to complex account activity, identified potential sources of compromise, and took appropriate action to decision cases utilizing multiple systems and applications.
• Utilized strong communication skills to establish rapport with customers and de-escalate difficult situations while resolving claims.
• Contacted customers via inbound and outbound calls to gather information for investigations.
• Reached out to external sources to enhance research and information accuracy.
• May be responsible for multiple claim types.
• Additional duties may include closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse.

• Provided excellent customer service by assisting customers with purchases, ensuring a positive shopping experience.
• Assisted customers in selecting paint colors through precise matching and mixing of samples, enhancing customer satisfaction.

• Assisted customers in selecting and purchasing paint through picking, mixing, and matching.
• Cashed out customers at the registers and provided change and merchandise.
• Processed customer transactions efficiently at the checkout counter.
• Managed cash register and maintained accurate financial records.
• Assisted customers with product inquiries and store navigation.