Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Joella Mbemba

OSHAWA,Canada

Summary

Fraud Specialist with proven ability in detecting and mitigating fraudulent activities. Skilled in risk assessment, data analysis, and regulatory compliance. Strong focus on team collaboration and achieving optimal results in dynamic environments. Reliable, adaptable, and equipped with keen analytical and problem-solving skills that drive impactful outcomes.

Overview

9
9
years of professional experience

Work History

Bilingual Customer Advisor

American Express
11.2023 - 01.2024
  • Responded to customer requests ( 10 -15 inbound calls), offering excellent support and tailored recommendations to address needs.
  • Demonstrated strong time management skills by effectively handling multiple customer interactions simultaneously while maintaining a high level of service quality.
  • Managed customer complaints with empathy and professionalism, resulting in resolved issues and improved relationships.
  • Educated customers about billing, payment processing and support policies and procedures. (APR inquiries, statements, card replacement, rewards redemptions, know your customer update).
  • Enhanced customer engagement by introducing loyalty program, rewarding long-term clients.
  • Guided customers through product selection, offering tailored recommendations based on individual needs.

Senior Fraud Specialist

HSBC
01.2018 - 04.2022
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Educated employees on best practices for detecting and preventing financial crime incidents within the organization.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Provided valuable insights to clients by preparing detailed reports on fraud cases and related trends.
  • Analyze and interpret data to identify and combat fraud while keeping business objectives in mind
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Comply with Service Level Agreements (SLAs) a guideline and policies for escalations to Anti-Money Laundering.
  • Reduced fraud losses by implementing advanced detection techniques and strategies.
  • Collaborated with law enforcement agencies on high-profile investigations, contributing to case success.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity. (30+ cases worked)
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Recommended enhancements to existing controls for improved effectiveness in detecting fraudulent transactions.
  • Streamlined communication between departments by establishing clear reporting protocols during the investigation process, reducing case resolution timeframes.
  • Improved customer trust by effectively resolving disputes related to suspected fraudulent transactions or false alarms.

Senior Fraud Analyst

Capital One Canada
01.2017 - 08.2018
  • Evaluated customer data , reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Managed approximately 20-25 calls per day from customers and potential customers
  • Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
  • Handled confidential information in accordance with privacy policies.
  • Analyze call records to determine when fraud has occurred on a compromised system and terminate breach.
  • Contributed to policy development efforts, incorporating industry best practices into organizational procedures for combating financial crime.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Reviewed new applicants & applications for potential fraud
  • Performed day to day resolutions of complicated problems and escalated client complaints
  • Monitored and reviewed credit applicants for identity verification and credit accuracy
  • Worked closely with systems: Chordiant, TYSIS, FDCM, Iris, Equifax, Transunion.
  • Developed and maintained strong working relationships with law enforcement agencies for collaborative fraud investigations.

EasyLine Specialist

TD Canada Trust
10.2015 - 06.2016
  • Met customer call guidelines for service levels, handle time and productivity. Whilst managing 30+ calls from customers.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
  • Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
  • Assisted customers with every day to day banking necessities; deposits, withdrawals, transfers, bill payments.
  • Streamlined account opening processes for new clients, resulting in more efficient and user-friendly experience.
  • Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
  • Tailored banking solutions to customer needs, strengthening client relationships and loyalty.
  • Maintained all audit and security policy and procedures aligned with bank policies.
  • Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.

Retail Banking Officer

Scotiabank
05.2015 - 10.2015
  • Collaborated with team members to achieve monthly sales targets and improve overall institution performances.
  • Cross-sold credit cards (10 per day), loans and other bank products.
  • Increased cross-selling opportunities by proactively identifying customer needs during interactions.
  • Facilitated seamless account openings for new customers while accurately collecting required documentation.
  • Identified, marketed and recommended bank products and services to achieve individual sales.
  • Engaged customers in needs-based conversations to identify opportunities and address banking plans and credit card needs.

Education

Business Commerce - Marketing

Humber College
Etobicoke, ON
11.2024

Diploma - Liberal Arts

Seneca @York University
Toronto
04.2016

Diploma -

Notre Dame High School
Toronto
06.2013

Skills

  • Verbal and written communication
  • Effective Communication
  • Critical Thinking
  • Ethics and integrity
  • Reliability
  • Proficient in TYSIS, Chordiant, SAS, CIF/ECIF,
  • Proficient in Microsoft Software, Google, SharePoint, TransUnion, Equifax
  • Proficient in AML, ATO's, FINTRAC,
  • Fraud Detection
  • Fraud identification
  • AML Compliance

References

Available upon Requests

Languages

French
Native or Bilingual
English
Native or Bilingual

Timeline

Bilingual Customer Advisor

American Express
11.2023 - 01.2024

Senior Fraud Specialist

HSBC
01.2018 - 04.2022

Senior Fraud Analyst

Capital One Canada
01.2017 - 08.2018

EasyLine Specialist

TD Canada Trust
10.2015 - 06.2016

Retail Banking Officer

Scotiabank
05.2015 - 10.2015

Business Commerce - Marketing

Humber College

Diploma - Liberal Arts

Seneca @York University

Diploma -

Notre Dame High School

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Joella Mbemba