Brian Morrison Email & Phone Number

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.
• 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.

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.