Leads a team responsible for developing and implementing quality assurance/control programs relating to Bank Fraud and Central Operations.Conducts quality reviews and delivers results to appropriate partners and develops action plans for success.Ensure risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.Leads employee performance and facilitates professional development and career progression.

Function as a Subject Matter Expert (SME) for Bank Fraud Quality Assurance program, possessing comprehensive knowledge of policies, procedures, practices, and expertise.Convey quality assurance/control review outcomes, trends, analyses, and initiatives to essential stakeholders and leadership, while also proposing actionable recommendations.Utilize expertise to offer direction in formulating, evaluating, executing, and/or overseeing moderately intricate programs, practices, and policies related to quality assurance and control.Furnish performance feedback to QA Advisors and business partners regarding identified opportunities.Conduct training sessions for team members and facilitate onboarding training for new staff.Revise Quality Assurance procedures to ensure alignment with regulatory directives and business partners.

Make supervisory and tactical decisions and resolve issues related to team supervision, work allocation, and daily operations under direction of functional area management.Conduct quality reviews of fraud investigation reports and regulatory filings (SARs, CARs, etc.) prepared by others to ensure accuracy, thoroughness, and adherence.Serve as a key stakeholder and contributor to fraud investigations pertaining to e-OSCAR/direct disputes in accordance with the Fair Credit Reporting Act (FCRA).Perform onboard trainings for newly hired investigators and routine trainings to guide talent development.Provide subject matter expertise to support the development of training curriculum.Serve as liaison with local, state, and federal law enforcement authorities.

Conducted independent investigations involving financial crimes across multiple lines of business within the enterprise (e.g., elder financial exploitation, mortgage fraud, kiting, application fraud, false claims, false credit bureau disputes, consumer lending fraud, account takeover, Identity theft, forgery, credit card account abuse, check fraud, wire fraud, ACH fraud, debit card fraud, scam, etc.). Prepared and partnered in the filing of Suspicious Activity Reports (SARs) and Continuing ActivityReports (CARs)Maintained liaison with law enforcement agencies, external financial institutions, and internal partners.Retained case documentation and provided analysis of findings in written format.Managed an extensive case load while maintaining accuracy and adherence to regulatory deadlines.Mitigated customer profiles and accounts(e.g.,account closure requests/restrictions, financial requests pertaining to reimbursements, credit bureau inquiry removals, and actions relating to the termination ofbusiness relationships).Assisted in recovery efforts to mitigate losses.

Initiated and supported the transfer of asset process from external investment accounts to USAA viaACAT, Non-ACAT, DRS, DWAC, and rollovers.Reviewed and validated external investment account statements to ensure transferability of securities(e.g., stocks, mutual funds, and alternative investments).Collaborated with internal and external personnel to resolve not in good order(NIGO)requests.

Analyzed and processed financial requests for retirement and non-retirement mutual fund accounts.Reviewed mutual fund account applications and established requested products.Provided resolution for NIGO requests and processed non-financial maintenance inquiries.

Provided internal and external support on all retirement and retail investment accounts.Processed outgoing/incoming money movements and transfer of asset requests.Served as a subject matter expert to items relating to retirement.

Reviewed fraud trends and completed common point of purchase analysis. Made recommendations to management for new or updates to existing rules, models, and profiles.Minimized and eliminated the potential for fraud losses associated to suspicious/fraudulent debit card activity.Analyzed large amounts of data to identify suspicious/fraudulent card activity. Took proper measures for resolution and contacted members to verify the authenticity of suspicious activity.