NICOLE A GRIMES

zhanaenikki08@yahoo.com
CORE COMPETENCY AREAS

Fraud Investigations Trainings Accounts Payables

Risk Mitigation Performance Reviews Reporting
Quality Assurance Customer Service Accounts Receivable
Recruitment Data Entry Maryland Life/Health Ins License
Scheduling Excellent Communication Skills Supervisor 10+ team members
EDUCATION/AFFILIATIONS & COMPUTER SKILLS
Community College of Baltimore County Catonsville, Maryland
Internal Associate of Financial Crimes Investigators Certificate Program
Oracle Risknet
AS-400 Excel, PowerPoint, Outlook
Accurint Microsoft Word
E-Oscar Tracker
Ideology Encircle (dialer)
MAS GAA
GE Centricity Aprima

PROFESSIONAL WORK EXPERIENCE

After Hours Operator Owings Mills, Maryland

Adecco Staffing Agency (Contracting for Potomac Physicians) 2015-Present

Receive and resolve incoming patient inquiries after business hours for prescription refills, appointments and immediate medical
concerns for 30+ doctors
Review eligibility guidelines for office visits and procedures
Advise patients of the status of their previous request whether authorized or denied
Verify and enter insurance information
Direct incoming inquiries from hospitals, laboratories, pharmacies, specialty facilities, insurance companies and law enforcement
to the appropriate doctors via telephone or written communication

Team Lead Owings Mills, Maryland

Global Payments Incorporated 2015-2016
Check Services

Ensured proper protocol was followed when authorizing and declining checks via telephone
Audited check images for alterations that could indicate fraud before funds were dispersed to our customers
Negotiated settlements for outstanding balances
Posted, processed and deposited payments received from customers to resolve outstanding balances
Investigated and updated credit bureaus due to police reports and affidavit of forgery received from consumers regarding
fraudulent checks
Compiled data of outstanding balance accounts to determine repeat offenders and placed them in a statewide database
Provided feedback in team meeting to discuss ways to mitigate check fraud and educate consumers of laws and regulations
Prepared weekly/monthly reports for upper management of checks approved/declined, in collections and deleted due to fraud

Risk Investigations Owings Mills, Maryland

2012-2015

Participated in team meetings to discuss open cases, fraud trends, ways to mitigate fraud and recovery strategies
Provided ongoing training to ensure the team stayed informed of different fraud trends in the industry
Partnered with Card Brands, law enforcement agencies, attorneys, financial institutions and other organizations to mitigate and
recover potential losses
Analyzed financial statements, P&L statements, DNDI reports and information reported to the credit bureaus to determine
financial stability of the company and consumer
Initiated ledger moves of funds on related accounts in order to satisfy outstanding balances
Prepared wire transfers of funds once balances were satisfied
Raised the awareness of our customers that were impacted by fraud and provided them with industry regulations, fraud
identifiers and resources
 Compiled and provided weekly/monthly reports to upper management with losses and recoveries

Risk Analysis Owings Mills, Maryland

2006-2012

Determined the appropriate fraud mitigation parameters for our customers by using their historical data and contract regulations
Reviewed claim documentation received from our customers to determine potential loss or recovery in order to file timely appeals
with our external partners
Analyzed business practices/special projects for opportunities to improve fraud procedures to benefit the team, customers,
company and our shareholders
Collaborated with team members on ways to resolve open cases

Risk Analyst Owings Mills, Maryland

Global Payments Incorporated 2003-2006

Monitored and investigated customer accounts for parameter violations and suspicious activity
Delayed customers funding until suspicious activity was investigated and risk mitigated
Contacted the Card Brands and financial institutions to verify authorization
Reviewed documentation received from our customers to determine potential loss or recovery
Informed management of high dollar exposure accounts due to fraud
Analyzed business practices for opportunities to improve fraud procedures to benefit the team, customers, company and our
shareholders

References

Luke Talley Luke.Talley@globalpay.com

Kimberly Moore KimberlyMoore@gmail.com
Alicia Hudnall Alicia.Hudnall@globalpay.com