Commercial Loan Operations

• Assist in identifying fraud and fraud trends on personal and business credit / debit cards through inbound and outbound calls at the corporate call center, including closing cards if confirmed fraud or resetting if valid activity. This requires a high level of customer service, adherence to call cen-ter standards, and sometimes a great deal of detective work, all while keeping call times minimal.• Utilize multiple computer platforms including Windows, DOS, and Internet-based platforms across a multi-monitor computer set-up. • Identify and escalate fraud trends, account take-over situations, FEEVA concerns, and other un-usual activity to management. • Have been working from home since December 2018.

The end-goal of the team is to log and evaluate inherent and residual risk in development of the North America (USA, Canada, Panama) risk register, the writing of I was primarily tasked with. As supporting work this involved completion of regional risk assessments of the 200+ site retail network. Assessments involved consulting with global and local stakeholders in all business streams, data analysis (online/ crystal reports), performing Health & Safety and Physical Security inspections, business travel to visit local stores, writing reports, etc. Areas of focus included internal/external fraud risks, operational and oversight risks, and physical security risks. The role also included fraud & investigations support (onsite investigations and reporting, online checks), completion of control checks for cash centers in North America, aiding in logging/maintenance of critical supplier listing, and various admin duties involved with remote work and business travel.

Former title: Retail Internal Audit• Conducted physical / transactional audits of retail locations in North America. This included traveling to retail sites and reviewing security and operational procedures to an established program and time frames, and reporting major risks to the business via formal written reports - essentially quality review within a money service business, fraud/risk detection and mitigation context.• Gained expertise in handling of local / foreign cash, operational procedures, security, AML legislation / regulatory compliance, data protection, and fraud investigations, as well as working knowledge of CCTV systems, safes, and ATMs. Assisted in rewrite / edit of retail procedures manual in 2010.• Booked frequent travel independently under strict cost containment and filed expense reports as position was remotely based.

Retail frontline foreign currency exchange:The primary objective was to meet sales targets and provide excellent customer service. The role also included a large amount of admin work and knowledge of banking/money business regulatory compliance, operational procedures, cash handling, inventory control, security protocols, etc.The management structure was such that Sales Consultants had many duties of shift leads or supervisors, such as opening/closing the retail site, security access, inventory orders, shipments, etc. At the time inventory controls were all manual and managed primarily by local staff (in this region), whereas in 2008 it became automated and remotely controlled.

I started as a Front Office Coordinator scheduling patients in the corporate office of 80+ audiology offices. I was promoted to sole control over the company's supply ordering process after former staff had left it in shambles; IT personnel and I worked together to create a new online ordering system whereby all audiologists would order their supplies from the supply office which I maintained. In addition to filling all their orders, I had to maintain supplies and anticipate needs; I orderd from several different suppliers on an ongoing basis with a focus in cost management while still maintaining quality control. Where former staff had let internal orders lag to a 6-8 week backorder delay working 40 hrs/wk, the system was streamlined so that 2 days a week I had to fill my time doing front office work. All orders were filled within 1-2 business days and backorders ceased.