Alejandro Ortiz Díaz
_____________________________
San Juan
Summary
Results-driven banking professional with over 10 years of experience specializing in fraud prevention, compliance, and risk management. Expertise in developing and implementing data-driven strategies to mitigate financial risks and enhance operational efficiency. Proven ability to lead cross-functional teams, optimize fraud prevention tools, and deliver measurable results in high-pressure environments. Armed with an MBA in Finance, skilled in utilizing advanced analytics, business intelligence tools, and regulatory compliance frameworks to support organizational goals and foster sustainable growth.
Overview
11
11
years of professional experience
4030
4030
years of post-secondary education
Work History
AVP - Manager I
Banco Popular de PR
05.2023 - Current
- Lead a team of 5 supervisors and analytics experts, managing a call center with 73 full-time employees (FTEs)
- Successfully increased service levels from 29% to 67% by implementing strategic process improvements and optimizing team performance
- Expanded customer outreach from 120,000 to 225,000 calls, enhancing fraud alert management and customer engagement
- Developed and implemented metrics for Net Promoter Score (NPS), achieving the highest score in the fraud unit’s history
- Reduced abandoned call volume and significantly improved fraud detection rates through enhanced operational monitoring and team efficiency
- Improved workforce scheduling and shift planning to ensure optimal coverage during peak hours, enhancing service delivery
- Devised monitoring methods to identify process inefficiencies and service gaps, resulting in improved client response times and satisfaction
- Reduced average handle time (AHT) by conducting performance studies, streamlining processes, and providing continuous training to employees
- Delivered actionable insights to business lines and senior management through comprehensive presentations and reports, driving informed decision-making
- Fostered a culture of continuous improvement by identifying areas of opportunity and implementing targeted strategies to elevate customer experience and operational effectiveness
Senior Supervisor
Banco Popular de PR
07.2022 - 05.2023
- Directed authentication and model validation processes for all payment channels, ensuring security and compliance
- Managed fraud prevention strategies for checks across the U.S
- And Puerto Rico, reducing risk exposure
- Partnered with cross-functional teams, including IT, Legal, and Risk, to develop client-specific risk optimization strategies
- Leveraged advanced analytics tools to refine authentication processes and improve fraud detection rates
- Delivered actionable insights and real-time enhancements to fraud detection systems, minimizing financial losses
Fraud Senior Business Analyst
Banco Popular de PR
01.2017 - 07.2022
- Oversaw fraud prevention strategies for a portfolio of 7 million credit and debit cards with over 45 million monthly transactions
- Conducted advanced fraud analysis to identify schemes, close control gaps, and implement mitigation strategies
- Monitored and optimized fraud detection rules to maintain risk thresholds and positive customer experiences
- Generated detailed statistical reports for senior management using Microsoft Power BI, enabling data-driven decisions
- Led investigations into suspicious activities, ensuring timely resolution and compliance with regulatory standards
Assistant Compliance Officer
Banco Popular de PR
01.2016 - 01.2017
- Investigated complex cases involving cash structuring, high-risk country transactions, and wire transfers
- Prepared Suspicious Activity Reports (SARs) for submission to FinCEN and law enforcement agencies
- Conducted 314b analysis and supported subpoena responses in collaboration with enforcement agencies
Compliance Analyst
Banco Popular de PR
01.2014 - 01.2016
- Managed accounts for suspicious activities, ensuring compliance with Bank Secrecy Act (BSA) and AML regulations
- Monitored transactional activity and prepared detailed reports for local leadership and regulatory bodies
- Identified and escalated unusual activity patterns using data analysis and investigative techniques
Education
Bachelor of Business Administration - Accounting
University of Puerto Rico
Master of Business Administration - Finance
Ana G. Méndez University
Skills
- Leadership & Management: Team development, performance coaching, workforce planning, cross-functional collaboration
- Fraud & Risk: Fraud detection, risk mitigation, authentication processes, regulatory compliance (BSA, AML, SARs)
- Data Analysis & Strategy: Power BI, advanced analytics, process optimization, strategic planning
- Customer Service: NPS optimization, conflict resolution, customer engagement, service level improvement
- Communication & Tools: Executive presentations, stakeholder engagement, Microsoft Office, fraud detection systems (eg, Falcon, Actimize)
Accomplishments
- Awarded Excellence Awards: Recognized by Banco Popular de PR for outstanding contributions to fraud detection projects and significant operational growth within the organization.
- Leadership in Fraud Prevention: Successfully implemented innovative fraud detection strategies, achieving measurable improvements in fraud mitigation and customer satisfaction.
- Industry Conferences & Training: Attended high-profile conferences in the United States hosted by leading vendors, including FICO, VISA, and Customer Experience experts, staying at the forefront of industry trends and best practices.
Timeline
AVP - Manager I
Banco Popular de PR
05.2023 - Current
Senior Supervisor
Banco Popular de PR
07.2022 - 05.2023
Fraud Senior Business Analyst
Banco Popular de PR
01.2017 - 07.2022
Assistant Compliance Officer
Banco Popular de PR
01.2016 - 01.2017
Compliance Analyst
Banco Popular de PR
01.2014 - 01.2016
Bachelor of Business Administration - Accounting
University of Puerto Rico
Master of Business Administration - Finance
Ana G. Méndez University
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