Brian Morrison Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

Senior Risk Analyst with a focus on operational documentation:- SOPs / workflows in Confluence + Google Docs- Zendesk macros + view management

Chicago, Illinois, United States

- ATO investigation- Identity Theft Investigation- Dispute investigation + resolution

Chicago, Illinois, United States

•Maintained banking operations communications with partner banks + 3rd party banks, complaints agencies, and federal regulators. •Created standard operating procedure documents (SOPs) for banking operation workflows: Department of Treasury trace requests, Visa CAMs card compromise reports, Hold Harmless requests, 3rd party vendor fraud alerts, and interdepartmental company requests.•Created process maps, macros, and wikis with FAQs for agent training and cross-functional teams.•Performed ad hoc audits including Account Takeover (ATO) reviews + first-party fraud reviews for Machine Learning, root cause analysis reports for escalated agency complaints, and identity verification reviews (SSN, passport, state ID) for missing or mismatched member PII (Personal Identifiable Information).

Chicago, Illinois, United States

•Worked high dollar value peer-to-peer (P2P) transaction disputes with a focus on tracking and documenting fraud trends, risk patterns related to account takeovers, first-party fraud, and other abusive account activity.•Provided support documentation + wikis for training with a focus on ATO-related disputes.•Performed cross-functional account audits to align processes between disputes and fraud operations teams.•Conducted reviews for high-level escalations and rebuttals related to complaint agency escalated dispute claims.

Chicago, Il

•Piloted Venmo’s first disputes team with two other analysts.•Created a database of macros for disputes-related customer/bank inquiries.•Handled billing error claims, unauthorized payment claims, and tracked fraud patterns through investigation of account data. •Identified account abuse and fraud patterns and escalated to our fraud partner team.•Developed and maintained claims communications with customers (Zendesk) and financial institutions for Regulation E claims (Reg E).•Developed process for ACH dispute-related Proof of Authorizations (POA) to stay within compliance with the NACHA regulations.

Chicago, Il

•Joined Venmo as the 15th support representative which later grew into a department of hundreds and trained incoming team hires on phones, live-chats, and email support. •Helped document workflows and standard customer-facing communications (macros in Zendesk) as the department grew. •Piloted Venmo’s launch of phone support systems (using Five9): one of the first agents to take calls and develop conversation protocol + record-keeping practices.

Chicago, Il

•Performed email & phone support + special projects/ pilot projects.•Worked as a tier II agent troubleshooting site problems and advised new hires by providing information and resources during live contact from merchants or customers. •Provided training and shadowing sessions for new teammates. •Communicated with merchants through Salesforce, set up iPhones and shipped devices to merchants for easier account redemption.