Ciara Fitzgerald Email and Phone Number

•Work with the Head of Revenue Assurance, Fraud and Risk Management to update the risk register for the MVNO product (Revenue Assurance and Fraud Risks)•Produce policies, procedures and risk assessment reports relating to the MVNO product•Implement the Mobile Revenue Assurance and Fraud Management System•Provide the Head of Revenue Assurance Fraud and Risk Assurance Management with appropriate reports to enable effective and appropriate decision-making•Develop Qlikview dashboards for revenue leakage•Respond to alarms within the fraud management systems•Provide assistance to other members of the Revenue Assurance, Fraud and Risk Management Department.•Assist the Revenue Assurance, Fraud and Risk Management Group in meeting and exceeding Key Performance Indicators (KPI’s)•Liaise with various internal and external sources ensuring prompt and effective resolution of Fraud / Revenue Assurance issues•Create, maintain and enhance best practice standards in written evidence, analytical charts and report writing.Developing of Qlikview dashboards relating to Mobile specific Fraud and Revenue Assurance key KPI’s.Engagement and understanding of the business needs to accurately reflect priorities as part of the crime prevention initiatives.

Analyse customer orders from the online Store to investigate & identify potential fraudulent transactions for US, & International orders 
Deal with customer queries and escalations
Review customer documentation to confirm identity of customer 
Analyse history and trends to take appropriate action on customer accounts 
Processing & Analysing charge-backs, customer follow ups, payment reimbursements and RMAsLiaising with other departments regarding order queries
Daily system use of Accertify, Litle, Lexus Nexus & Spokeo Monitor and review transaction activity for possible fraud, abuse, and/or compliance violations; may include direct contact with account holders to verify authenticity of transactions.Maintain understanding of online fraud trends and industry best practices for fraud prevention and detection.

Role: Fraud Analyst•Minimised the exposure of O2 to fraud and the impact of fraudulent activities on our customers with special focus on the O2 online shop in the reduction of chargebacks.•Analysis of chargeback reports using ReD – Retail Decisions using many criteria to detect the origin of the fraud e.g. ip address, email address, name and address information etc.•Correlate and update the hot list for known offenders.•Each day completed analysis on accounts to detect fraudulent behavior to ensure actions taken on customers’ accounts were correct i.e. disruption of service.•Provided input to the Business Intelligence Team in the creation of a new online report which provided an overall review of online orders to quickly detect repeat orders using similar information.•Ensure timely completion of fraud alerts and other reports and take action where required.•Liaised with external agencies e.g. banks, other operators to aid fraud detection.•Worked with the team to ensure continuous improvement in systems, processes and procedures.•Worked with internal parties e.g. customer care on escalated customer issues as a result of fraud activity.•This role also required an excellent knowledge of the Data Protection Act 1998 and 2003.

Role: Collections Executive•This role primarily involved managing risk on the daily Direct Debit back out file, by contacting the high risk Back-out account holders.•To provide effective management of the accounts in terms of action taken in order to reduce bad debt risk, minimize Churn whilst maintaining a great customer experience.•Managing all related processes, including weekly reporting on the status of accounts & follow up activity required.•The role also included collections activity on other aged debt portfolios as required, Daily reporting & other various collections duties & support as required.•Responsible for the production of weekly/bi weekly Brio reports to manage the status of accounts & complete any follow up activity required.•Stay appraised of any change/Understand Customer Behavior & Trends to be able to contribute to a more effective Collections & Customer Experience & Churn Reduction Strategy – Trends identified & feedback provided