LEMUEL BRIAN NACO
Lead Fraud & Claims Operations Representative
Summary
Results-oriented Lead Fraud & Claims Operations Representative with strong expertise in fraud prevention, claims management, and regulatory compliance under Federal Reserve Regulation E. Known for analytical precision, sound decision-making, and commitment to quality and accuracy. Demonstrates effective leadership in driving operational efficiency, improving processes, and fostering a culture of accountability and continuous improvement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead Fraud & Claims Operations Representative
CAQC / Wells Fargo EGS, LLC
10.2024 - Current
- Support team performance, operational efficiency, and cross-group coordination to ensure effective fraud and claims management.
- Provide coaching, mentorship, and daily work leadership to team members. Oversee and guide complex, high-risk, and high-value fraud and claims cases.
- Identify process improvement opportunities and implement workflow
enhancements. - Collaborate with cross-functional teams to resolve control deficiencies
and strengthen risk management. - Serve as subject matter expert on complex fraud and claims issues.
Senior Fraud & Claims Operations Representative
CAQC / Wells Fargo EGS, LLC
07.2023 - 10.2024
- Detecting, analyzing and rectifying compliance issues in real time, to identify if upstream department are adhering to policies and procedures.
- Supported continuous improvement efforts by analyzing audit findings and recommending corrective actions.
Fraud & Claims Operations Representative
CAC / Wells Fargo EGS, LLC
02.2021 - 07.2023
- Support and capture all pertinent information from customers about their claims.
- Conduct research and provide updates on status of new and existing claims.
- Identify opportunities to improve customer experience after thorough research of complex account activity and take appropriate actions to handle claim.
Senior Customer Service Agent
Concentrix - PayPal
07.2019 - 01.2021
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Monitored customer service operations to assess agent performance and provide feedback.
Customer Service Coach
Sykes Asia Inc. - Project X1
05.2016 - 06.2019
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Student Trainee
Philippine National Bank
04.2015 - 05.2015
- Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
- Adhered to all related company policies and government regulations regarding data oversight and confidentiality to promote overall information security.
Education
Bachelor of Science - Banking and Finance
Polytechnic University of The Philippines
Manila, Metro Manila, Philippines 04.2001 -
Skills
- Microsoft Office Suite
- Process Improvement
- Analytical Skills
- Goal-oriented mindset
- Excellent work ethic
- Time Management
- Adaptability and Flexibility
- Attention to Detail
Certification
Accelerated Leadership Training (Team Leader Track Certified), 12/01/18, 6 months
Accomplishments
- Project X1 Top Performer and Top-Quality Scores - 2017 Year End
- Concentrix PayPal 2nd Top Teammate - For the month of August 2020
- CAC Top Team Member - 2022 Year End
- CAQC Quality Champion of the Year - 2023 Year End
- CAQC Top Performer, CAQC Quality Champion and CAQC Productivity Champion - First Quarter of 2024
- CAQC Top Performer and CAQC Top Quality Champion - For the month of May 2024
Timeline
Lead Fraud & Claims Operations Representative
CAQC / Wells Fargo EGS, LLC
10.2024 - Current
Senior Fraud & Claims Operations Representative
CAQC / Wells Fargo EGS, LLC
07.2023 - 10.2024
Fraud & Claims Operations Representative
CAC / Wells Fargo EGS, LLC
02.2021 - 07.2023
Senior Customer Service Agent
Concentrix - PayPal
07.2019 - 01.2021
Customer Service Coach
Sykes Asia Inc. - Project X1
05.2016 - 06.2019
Student Trainee
Philippine National Bank
04.2015 - 05.2015
Bachelor of Science - Banking and Finance
Polytechnic University of The Philippines
04.2001 -