Crystal Gutierrez

At CITIBANK, I investigate potential fraud on existing credit card accounts, reviewing transaction and account activity for inconsistencies and risk. I follow applicable policies and regulatory requirements while determining when verification or escalation is needed.

I research account information, document investigative findings and case resolutions, and contact cardmembers to verify activity. I also handle sensitive customer and financial information with care.

At VIA METROPOLITAN TRANSIT, I supported customers through high-volume phone interactions and researched account concerns. I helped customers with GoCard and GoMobile applications, including account access, fraud-related inquiries, refunds, and data restoration.

Across both roles, I’ve documented customer interactions, resolved issues, and escalated concerns requiring further review. I’m seeking to apply my Citi operations experience in an Associate Operations Support Analyst role.