- Assist with Global investigations and appeals- Develop and maintain internal documentation for new policies and standard operating procedures- Develop and maintain external communications that is sent to customers- Taking ownership of MO-specific investigation, detection and enforcement policies and procedures for the company- Training all new hires with various levels of experience and industry knowledge- Develop and maintain all training materials for the US Risk Control… Show more - Assist with Global investigations and appeals- Develop and maintain internal documentation for new policies and standard operating procedures- Develop and maintain external communications that is sent to customers- Taking ownership of MO-specific investigation, detection and enforcement policies and procedures for the company- Training all new hires with various levels of experience and industry knowledge- Develop and maintain all training materials for the US Risk Control program- Conduct root cause analysis on high-priority and high-risk cases- Quality control reviews of work completed by new-hires- Subject matter expert and point of contact for all account penalties and enforcements- Working with cross-functional teams to help create and implement automated enforcement strategies- Conferring with cross-functional teams for process/policy alignment- Work alongside other policy owners to drive changes that will improve the business for a safer and more trusted customer experience- Assist with adhoc projects to drive results that have a significant impact on the business Show less

Supplied to Google by CognizantAd hoc projects I've completed:- Gathering and reporting metrics and insights for QA fraud reviews completed by the team- As SME, helped create, test, and implement new Quality Assurance guidelines/policies for the team's completed work with weekly audits- Training new team members on various processes- Became the POC for Wellness Activities for our location- represented team location in a call with potential new clients- Running bulk… Show more Supplied to Google by CognizantAd hoc projects I've completed:- Gathering and reporting metrics and insights for QA fraud reviews completed by the team- As SME, helped create, test, and implement new Quality Assurance guidelines/policies for the team's completed work with weekly audits- Training new team members on various processes- Became the POC for Wellness Activities for our location- represented team location in a call with potential new clients- Running bulk SQL scripts and taking the appropriate action on the accounts- Created a written outline and process flow chart for the team's responsibilities- Created Justification documentation for system accesses and proposed system updates- Serving as the primary point for contact (POC) for weekly revisions of our weekly Newsletter presenting fraud trends and recommending any policy/procedure changes------ Core responsibilities are the same as the Analyst II role with Akorbi. Both roles have allowed me to remain on the same project with Google. Show less

Assigned at Google, LLC• • Analyze customer payment profiles for signs of fraudulent activity, hijacking, or abuse• Verify customer identification documents including government IDs and payment methods• Conduct research via external and internal systems in order to verify customer or business identity and relationships• Monitor queues on weekends and serve as subject matter expert (SME) point of contact• Identify new fraud trends and work with international team members… Show more Assigned at Google, LLC• • Analyze customer payment profiles for signs of fraudulent activity, hijacking, or abuse• Verify customer identification documents including government IDs and payment methods• Conduct research via external and internal systems in order to verify customer or business identity and relationships• Monitor queues on weekends and serve as subject matter expert (SME) point of contact• Identify new fraud trends and work with international team members to create weekly newsletters in order to communicate these trends to multiple teams within the department• proposed policy and system change to help mitigate fraudulent activity• Develop training plans for new hires and assist in their trainings• Identify gaps in processes and systems and advise new solutions to close these gaps, preventing fraud and saving the company money Show less

• Contacted internal and external business partners within Service Level Agreement (SLA) to gather additional information necessary to resolve any issues for outgoing wires• Worked closely with US Sanctions and OFAC to address and resolve complex issues such as suspicious activity and/or fraud in order to reduce operational risk • Lead training sessions to ensure accurate and timely handling of cases to avoid audit violations for existing and new employees• Served as subject matter… Show more • Contacted internal and external business partners within Service Level Agreement (SLA) to gather additional information necessary to resolve any issues for outgoing wires• Worked closely with US Sanctions and OFAC to address and resolve complex issues such as suspicious activity and/or fraud in order to reduce operational risk • Lead training sessions to ensure accurate and timely handling of cases to avoid audit violations for existing and new employees• Served as subject matter expert (SME) for teammates and new hires• Processed and resolved Regulation E (Dodd Frank) investigations to ensure customer concerns are addressed in an accurate and timely manner and ensure federal regulations are met• Served as an interactive partner with management helping to identify gaps in process and areas of improvement• Assisted with project plans, compliance testing, and process maps related to business improvement processes• Created and updated internal procedural documents for newly developed processes for efficiency • Created new process of tracking investigations that helped streamline investigations, decreased investigations times, and reduced paper waste Show less

• Contacted customers to review loan application and attached conditions placed by lender• Conducted preliminary review of financial documents from customers for compliance with lender stipulations• Served as subject matter expert for customers and team members• Analyzed property titles and flood documents for acceptance• Scheduled closing of loan and prepared documents to ensure efficient closing

February 2015 – August 23, 2015 ProCom Temp – TD Bank, NA Lexington, SC• Analyzed new customer profiles flagged for inaccuracy/inconsistencies in order to limit risk for the bank• Verified customer personal information obtained at account opening (Name, DOB, Address, and SSN/TIN) to determine need for a case• Processed and resolved cases where customer information was invalid• Placed and removed holds on all accounts and cards related to the customer during the… Show more February 2015 – August 23, 2015 ProCom Temp – TD Bank, NA Lexington, SC• Analyzed new customer profiles flagged for inaccuracy/inconsistencies in order to limit risk for the bank• Verified customer personal information obtained at account opening (Name, DOB, Address, and SSN/TIN) to determine need for a case• Processed and resolved cases where customer information was invalid• Placed and removed holds on all accounts and cards related to the customer during the life of the case• Received calls from branch personnel to assist with verifying, updating, and resolving personal identifying information issues• Worked closely with teammates to achieve daily goals in a high production environment Show less

• First two weeks:o Completed PEP cases by comparing identified PEP information against potential customer base matches, confirming match or false positives• August 1st to February 2015:o Completed Quality Control (QC) review of team members’ completed cases for accuracy o Assigned new case work to be completed and any cases to be corrected and/or amendedo Provided QC Metrics to management dailyo Served as point of contact/SME when manager was unavailable