Joella Mbemba
Oshawa
Summary
Experienced Fraud Specialist with a strong background in detecting, investigating, and preventing fraudulent activities. Skilled in fraud detection, risk analysis, and dispute resolution, with expertise in AML, FINTRAC, and KYC compliance. Proficient in leveraging fraud detection and data analysis tools, including TYSIS, Chordiant, Python, Oracle, SAS, ECIF, Tableau, and Excel, to assess risks and enhance security measures. Known for analytical thinking, problem-solving, and a proactive approach to fraud prevention.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Bilingual Customer Advisor
American Express
11.2022 - 02.2024
- Provided personalized financial guidance to clients in both English and French, assisting with budgeting, saving, and credit selection.
- Educated customers on billing, payment processing, and support policies (e.g., APR inquiries, statements, card replacement, rewards redemptions, and KYC updates).
- Identified financial assessments to determine eligibility for various financial products and services.
- Boosted customer engagement by introducing loyalty programs, rewarding long-term clients.
- Demonstrated exceptional time management skills by handling multiple customer interactions simultaneously, ensuring high service quality and strict compliance.
- Collaborated with internal teams to support clients with account management, loan applications, and financial planning.
- Managed customer complaints with empathy and professionalism, leading to issue resolution and strengthened relationships.
- Ranked top 5 in my team for positive customer engagements (averaging score of 8.5/10)
- Documented client interactions and financial plans for accurate record-keeping and follow-ups.
Senior Fraud Specialist
HSBC
01.2018 - 04.2022
- Analyzed financial statements to identify discrepancies, irregularities, and potential fraudulent activities.
- Educated employees on best practices for detecting and preventing financial crime, ensuring awareness across the organization.
- Contacted customers directly to notify them of fraudulent activity, minimizing the impact on their accounts and resolving issues promptly.
- Provided valuable insights to clients by preparing detailed reports on fraud cases, emerging trends, and patterns.
- Analyzed and interpreted data to detect and combat fraud while aligning with business objectives and risk management strategies.
- Produced comprehensive reports on fraud investigations and presented findings to senior management for informed decision-making.
- Ensured compliance with Service Level Agreements (SLAs) and internal policies for escalation to Anti-Money Laundering (AML) teams.
- Reduced fraud losses by 14% through the implementation of advanced detection techniques, strategies, and controls.
- Collaborated with law enforcement agencies on high-profile investigations, contributing expertise to support successful case resolutions.
- Reviewed suspicious reports and transactions ( e.g. Wire transfers, etransfers, bill payments, and cheque deposit) to uncover fraudulent activity, working on 30+ cases to date.
- Collaborated with cross-functional teams to discuss emerging fraud trends and develop proactive measures to mitigate risk.
- Recommended enhancements to existing fraud detection systems and controls to improve overall effectiveness.
- Streamlined inter-departmental communication by establishing clear reporting protocols, reducing case resolution timeframes.
- Fostered 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 investigated suspicious transactions to uncover potential fraudulent activities.
- Contacted customers directly to notify them of fraudulent activity, minimizing impacts and ensuring swift resolutions.
- Managed approximately 20-25 customer calls per day, addressing concerns and providing timely assistance.
- Increased customer satisfaction by resolving fraud inquiries promptly and offering clear, transparent communication throughout the process.
- Handled confidential information in strict accordance with privacy policies and regulatory requirements.
- Analyzed call records to identify fraud occurrences, taking immediate action to terminate system breaches.
- Contributed to policy development efforts by incorporating industry best practices into organizational fraud prevention procedures.
- Collaborated with team members to discuss fraud trends and brainstorm innovative methods to combat financial crime.
- Reviewed new applicants and applications to assess potential fraud risks and mitigate threats.
- Resolved complex customer issues and escalated client complaints to the appropriate departments for further action.
- Monitored and reviewed credit applicants for identity verification and credit accuracy, ensuring fraud prevention.
- Worked closely with fraud detection systems and tools such as Chordiant, TYSIS, FDCM, Iris, Equifax, and Transunion to evaluate and prevent fraudulent activity.
- Developed and maintained strong working relationships with law enforcement agencies to facilitate collaborative fraud investigations.
EasyLine Specialist
TD Canada Trust
10.2015 - 06.2016
- Met customer call guidelines for service levels, handle time, and productivity while managing 30+ calls daily.
- Identified and resolved discrepancies and errors in customer accounts, ensuring accuracy and customer satisfaction.
- Reduced wait times by efficiently handling high call volumes, providing quick resolutions to customer inquiries.
- Assisted customers in navigating online banking platforms, enhancing their digital banking experience.
- Supported customers with everyday banking needs such as deposits, withdrawals, transfers, account opening and bill payments.
- Streamlined account opening processes, enhancing efficiency and providing a more user-friendly experience.
- Maintained up-to-date knowledge of banking regulations to ensure compliance and protect customer interests.
- Tailored banking solutions to meet customer needs, fostering strong client relationships and loyalty.
- Adhered to audit, security policies, and procedures, maintaining alignment with bank standards and regulations.
- Resolved complex customer issues by applying problem-solving skills and escalating when necessary for further resolution.
Retail Banking Officer
Scotiabank
05.2015 - 10.2015
- Collaborated with team members to achieve monthly sales targets and improve overall branch performance.
- Proactively cross-sold credit cards, loans, and other bank products, consistently meeting daily targets of 10 credit card sales.
- Identified customer needs during interactions to increase cross-selling opportunities, enhancing the customer experience.
- Facilitated smooth and accurate account openings for new customers, ensuring all required documentation was collected.
- Marketed and recommended bank products and services to meet individual sales goals and contribute to the branch’s success.
- Engaged customers in needs-based conversations to identify banking opportunities and address their credit card and financial planning needs.
Education
Business Commerce -
Humber College
11-2023
Diploma - Liberal Arts
Seneca @York University
04.2016
Diploma -
Notre Dame High School
06.2013
Skills
- Bilingual (French and English)
- Time Management
- Detail-Oriented
- Operational Efficiency & Multitasking
- Problem solving & Decision-Making
- Sales & Product Expertise
- Fraud Detection & Risk Mitigation
- Data Analysis & Reporting
- Leadership & Cross- Functional Collaboration
- Regulatory Compliance & Governance
- Financial Advisory & Client Relations
Education
true
Languages
French
Native or Bilingual
English
Native or Bilingual
References
Available upon Requests
Certification
- CFE (Certified Fraud Examiner)
Timeline
Bilingual Customer Advisor
American Express
11.2022 - 02.2024
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
Diploma - Liberal Arts
Seneca @York University
Diploma -
Notre Dame High School
Business Commerce -
Humber College
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