Open to opportunities

Firehiwot Tsehayetsidk

@firehiwottsehayetsid

Message

Customer-focused compliance and service specialist with 6+ years improving fraud prevention and client satisfaction.

United States

Message

What I'm looking for

I'm seeking a customer-service or compliance role in insurance/financial services where I can apply fraud prevention, AML/KYC, and CRM skills, grow in compliance, and contribute to a collaborative, fast-paced team.

I am a detail-oriented, customer-focused service specialist with over six years' experience in insurance, financial services, and compliance.

I handled 70–90+ multi-channel customer interactions daily, achieved a 95% satisfaction rate, and used Salesforce, Zendesk, and proprietary tools to maintain accurate case documentation and efficient workflows.

As a compliance specialist, I investigated fraud, prepared SARs, and collaborated with audit and legal teams. I supported AML/KYC processes and delivered fraud education that reduced incidents and improved detection accuracy.

I hold a bachelor's in mathematics with a minor in psychology and bring strong data verification, problem-solving, and collaborative skills to fast-paced, remote call center environments.

Experience

Work history, roles, and key accomplishments

Customer Service & Compliance Analyst

MoneyGram

Jun 2022 - Jul 2025 (3 years 1 month)

Provided multi-channel support to 70–90+ customers daily, resolving login, billing, and portal issues with a 95% satisfaction rate while maintaining HIPAA compliance. Investigated fraud and AML alerts, prepared SARs, and contributed to system improvements that reduced false positives and legal exposure.

Salesforce Zendesk AML KYC SARs Fraud Investigation HIPAA Case Management

Health Coverage Review Representative

Genpact

Jan 2019 - Apr 2022 (3 years 3 months)

Provided expert support to health plan members, resolving coverage, benefits, claims, and eligibility inquiries and ensuring accurate, timely claim processing. Documented interactions in CRM and coordinated with internal teams to resolve complex member issues.

Health Insurance Claims Processing CRM Salesforce Zendesk Documentation

Personal Banker / Customer Service Agent

First Convenience Bank

Jun 2016 - Dec 2018 (2 years 6 months)

Investigated and resolved suspicious transactions, reducing fraud incidents by 15% and safeguarding customer accounts. Monitored account activity with fraud detection tools, collaborated with fraud teams and law enforcement, and educated customers on account security.

Fraud Investigation Transaction Monitoring Compliance Case Documentation Risk Assessment