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Katerine Massiel Soto
Looking for a jobFraud Investigation & Dispute Resolution Specialist
Fraud and Dispute Investigator at Remitly, recovering $209,778.12 across 964 chargeback cases.
NicaraguaFraud Investigation & Dispute Resolution Specialist at Remitly
Experience
Fraud Investigation & Dispute Resolution Specialist
Manage end-to-end chargeback disputes via Stripe, Checkout, Adyen, Wells Fargo, and Chase portals, achieving a 56.33% win rate across 964 cases and recovering $209,778.12. Optimized rebuttal evidence packages following Visa and Mastercard standards, and coordinated with international financial institutions for rapid fund recalls.
Fraud DetectionChargeback and Dispute ResolutionStripeCheck OutAdyenWells FargoJP Morgan Chase PortalsAccount TakeoverMoney Mule DetectionEnhanced Due Diligence (EDD)AMLUDAAPSanctions and KYC ScreeningSalesforceCSP (Remitly Case Management)PortalsInternal Fraud Detection GuidelinesData Driven DecisionsBank CommunicationHigh Volume Case ManagementSLA Adherence
Transaction Risk & Fraud Analyst
Applied Enhanced Due Diligence (EDD) protocols on high-risk profiles to prevent money mule operations and emerging fraud schemes. Validated customer documentation and monitored fraud patterns to ensure compliance with KYC/AML standards.
Enhanced Due Diligence (EDD)KYC AMLFraud DetectionRisk AnalysisDocumentation ReviewCompliance
Banking Dispute Investigator – Back Office Operations
Reviewed complex customer dispute cases and supporting documentation to identify transaction issues and determine resolution paths. Ensured 100% adherence to internal bank policies and regulatory standards before processing or escalating cases.
Dispute ResolutionCase ManagementBanking OperationsComplianceDocumentation Review
Credit Bureau Dispute Escalations
Provided real-time second-level support to agents via chat, delivering accurate resolutions and technical guidance within strict SLA requirements. Analyzed complex customer documentation to determine compliant resolutions based on dispute guidelines.
Dispute ResolutionEscalation ManagementSLA AdherenceCustomer SupportDocumentation Analysis
Credit Card Customer Service Representative (CSR)
Managed a high volume of customer inquiries regarding billing, accounts, and payments, ensuring first-call resolution and strict compliance with banking data security procedures.
Customer ServiceBankingBillingPaymentsData SecurityTechnical Support
Education
Adyen
Training on managing Japan card chargebacks in Adyen, completed in 2026.
Training on managing Japan card chargebacks in Adyen, completed in 2026.
Resistant AI
Certification in AI-powered document fraud detection, completed in 2026.
Certification in AI-powered document fraud detection, completed in 2026.
AML/CTF
Training on anti-money laundering and counter-terrorist financing, completed in 2026.
Training on anti-money laundering and counter-terrorist financing, completed in 2026.
UDAAP
Training on UDAAP frontline handling guidelines, completed in 2026.
Training on UDAAP frontline handling guidelines, completed in 2026.
Global Compliance
Training on global compliance, sanctions, and KYC screening standards, completed in 2026.
Training on global compliance, sanctions, and KYC screening standards, completed in 2026.
Global OCI
Training on global OCI handling, including categories, anomalies, and consumer scams, completed in 2026.
Training on global OCI handling, including categories, anomalies, and consumer scams, completed in 2026.
High School Diploma
Completed high school education in Managua, Nicaragua, in December 2016.
Completed high school education in Managua, Nicaragua, in December 2016.