Bertha Moreno Email and Phone Number

Manage Fraud Risk Operations as it relates to Anti Money Laundering monitoring, chargebacks, Know Your Customer processes whether performed by Blackhawk Network (BHN) personnel or 3rd party service providers. Manage motivate, train and develop staff. Manage ongoing programs and initiatives to enhance security and fraud prevention features of various BHN programs. Risk subject matter expert in the strategic development and implementation of new programs to improve efficiency, effectiveness and productivity. Provide feedback to the Product teams to improve current and future products on the road map. Review and enhance rules for fraud monitoring, user security and other risk related components of BHN's issuing platform. Evaluate and enhance fraud monitoring tools for all of Blackhawk's business channels to ensure that risk is managed and mitigated in accordance with business objectives. Risk management subject matter expert and liaison to internal and external business partners.

Managed compliance programs in accordance with Visa USA Inc.'s Operational Regulations. Educated business partners through various communication channels while providing support and training with Visa's compliance programs. Reviewed charge back or fraud reduction plans to ensure they were acceptable, prepared reports for management, made finable recommendations to Sr. Fine Committee Members for decision. Facilitated the Acquirers Risk Program (ARP) operational review audit process to ensure members had adequate control and oversight of their acquiring operations. Lead the remediation process with members to ensure deficiencies were resolved with no notable delays. Managed and tracked Independent Sales Organization (ISO) compliance issues and trends to help prevent harm to the payment system. Managed the HRIPSP Program, to ensure that all registration requests were reviewed in a timely manner and complied with Visa's requirements.

Decision merchant card applications for a Merchant Card Service account, within 48 hours. The decision process included, analyzing personal, and business financials, the risk associated with the business model, mitigating the risk to the bank by means of a collateral reserve recommendation, and ensuring bank compliance requirements were met. In addition, worked with sales and Relationship Managers with large bank customers to ensure quality customer service was provided. Provided training and support to a team of 4 credit analysts. Supported management by ensuring service levels were met with no notable delays.

Worked closely with business partners to improve risk-monitoring processes while minimizing escalations from bank customers. Analyzed business partners risk evaluations and concerns prior to concluding with an adverse action against the merchant. Mediated customer and bank partner escalations while educating them to the Merchant Card Agreement. Prepared documents for small claim court cases, the Better Business Bureau complaints and the OCC (Office of the Comptroller of Currency).

Managed a team of 5 investigators by providing support, training and quarterly performance coaching. Responsible for Special Project development and implementation, with limited time, for Sr. Management. Handled customer escalations while educating our merchants to the Merchant Agreement. Worked directly with Visa USA Inc. and MasterCard on compliance cases. Defined loss trends and processing efficiencies to mitigate losses. Interacted with legal counsel, local and federal law enforcement. Prepared and presented case documents for small claim court cases. Provided trend and investigative analysis to management.