Charlotte Smith Email & Phone Number

Sunderland, Gb

Sunderland, Gb

Sunderland, England, United Kingdom

United Kingdom

Gathering evidence from flagged transaction dataUse of Monzo’s values to investigate the nature of suspicious transactions with empathy and attention to detail over the phone and via chat Use of Monzo’s values to reassure and support customers through the process of identifying active fraud Independently make decisions on cases and release or block flagged transactions up to a case value of £5,000.00 Collaboratively make decisions on cases and release or block flagged transactions up to a case value of £10,000.00 Triaging cases with a value of more than £10,000.00 for upwards escalation Reviewing limit increase requests from customers over the value of £50,000 Submitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance) Safeguarding compromised accounts and taking appropriate remedial action to ensure customers can resume safe usage of their Monzo account Providing advice and support to victims of fraud on how they can protect themselves in the future Completing any post-investigation activity as required

Seattle, Washington, United States

Investigation of accounts to identify fraud trends, abuse, account takeovers within sales platforms using internal and external tools.In-depth knowledge of: Ekata, LexisNexis, TruePeople Search, records, social media and purchase data to evaluate an individual's risk to the business, preventing loss of over $300,000 quarterly.Trained new hires and coached more tenured analysts for increased performance.Interviewed and hired potential Fraud & Risk Analysts.Direct contacts with customers troubleshooting potential fraud.Authenticated customer information provided with financial institutions. Assisted partner team (Chargeback Team) with dispute resolution fraud claims from financial institutions. Investigated and resolved internal escalations regarding fraud and potential high risk situations. Acted as interim supervisor, holding one-on-ones with analysts, prepared and led team meetings, assisted with any analyst requests as well as maintained schedules.Subject Matter Expert (SME monitoring slack channels and answering questions from analysts to help with their investigations and decisions process. Rotational position assisting in finding tread research outside the regular queue to create rules and increase awareness for the team.

Greater Seattle Area

Proficiency with Apple technology.Engaging customers with a higher level of interactions and being a leader in sales for the team.Inspiring team members through the ability to quickly and efficiently learn new products and share information to better prepare individuals for customer interactions. Provide shadowing for new hires to have support in customer interactions. Work to hit quarterly sales goals in all categories. Super in customer complaints and problem solving to find a solution or get them to the right department to resolve the issue.

Seattle, Wa

Identify, research, and resolve customer issues. Support customers through active listening, assessing needs, and creating positive experiences. Process purchases, memberships, services and return transactions at the register in alignment with REI’s 100% satisfaction guarantee. Investigate customer returns to determine whether they are valid or fraudulent. Alert management and the Loss Prevention team about potential instances of fraud. Meet individual and team goals, ensuring continued 100% Customer Satisfaction Guarantee. Provide assistance with time-sensitive management projects.

San Diego, Ca

Accessed National Crime Information Center (NCIC), California Law Enforcement Telecommunication System (CLETS), Consolidated Lead Evaluation and Reporting (CLEAR), and COPLINK. Completed classified federal projects. Conducted photo line-ups, license and registration checks, wrote Memorandum's of Activity (MOA), and general office work. Researched and consolidated pertinent trial information. Worked closely with Special Agents and Informants to assess needs and scope of case work. Assisted agents in court during presentation of testimony during preliminary hearings. Monitored court proceedings to follow the outcome of the trial.

Carlsbad, Ca

Maintained and arranged product displays, stocking, repricing, and monitoring inventory for designated areas. Performed inventory moves around sales and promotions.Assisted in quarterly inventory of all merchandise.Received inventory from suppliers and confirmed paperwork with received goods.Supported cashiers with boxing customers' purchases.

Bachelor'S Of Criminal Justice, Forensic Psychology

Activities and Societies: Member of Alpha Phi Sigma Awarded Xavier Merit Scholarship

Associate'S Degree, Administration Of Justice - Homeland Security

Associate Of Arts And Sciences (A.A.S.), Liberal Arts And Sciences, General Studies And Humanities

Associate'S Degree, Administration Of Justice - Law Enforcement

Associate'S Degree, Administration Of Justice - General Studies

Associate'S Degree, Administration Of Justice - Investigations

Associate'S Degree, Behavioral Sciences