Isaiah Burns Email and Phone Number

• Develops solutions and makes recommendations based on an understanding of business strategy and stakeholder needs.• Provides advice and guidance to assigned business/group on implementation of solutions.• Helps determine business priorities and best sequence for execution of business/group strategy.• Conducts independent analysis and assessment to resolve strategic issues.• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.• Builds effective relationships with internal/external stakeholders (e.g. law enforcement agencies and other Financial Institutions to collaborate in investigations).• Ensures alignment between stakeholders.• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.• Identifies business needs, provides content/develops tools and training programs; may include delivery of training to audiences.• Analyzes and assesses incidents or cases that may be complex and require knowledge on several different product lines.• Prepares reports, notifications and activity/case filings per guidelines and standards.• Supports the planning and implementation of programs designed to minimize risk exposures and maximize the efficiency and effectiveness of the analytical processes.• Provides input and develops recommendations for process and customer service improvements.• Stays abreast of financial crimes risk trends, relevant regulations and compliance standards.• Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions.• Supports the collection of evidence and information to be used for multiple purposes including incident reports/filings, loss prevention, litigation and criminal prosecution, management information and statistics, and process improvements.

• Facilitate all contract instructor lead classes including communications with instructor, material acquisition, and equipment setup.• Work with mainframe and online systems to file fraud disputes and ACH debits as well as ATM ransaction.• Adhere to policies of the FCRA and laws enforce by the CFPB.• Specialize in BSA and AML compliance.• Resolve credit bureau disputes using e-Oscar for regulations and handling.• Converse directly with customers to resolve issues and act as a liaison with MasterCard.• Modify, update, or delete the client's credit report as the result of a dispute reinvestigation• Implement risk base OFAC monitoring practices using IP addresses and other technologically traceable indicators.• Review borrower and co-borrower documentation utilizing third party verification tools in order to confirm identity and enrollment.• Reduce the risk of fraud through detail authentication on cardholder identity and incoming credit/debit authorizations for potential fraud.• Review, detect, and stop suspicious ACH transactions and customer activity using proprietary technology and risk management processes.• Ensure compliance of university/state/federal policies and procedures• Research and prepare research documents need for subpoenas, summonses, and interrogatories.• Satisfy all court order subpoenas, ensuring that all paper work is within legal guidelines.• Analyze IP and device information to detect potential or existing fraud

• Assist our community and help resolve inquiries empathetically, accurately and on time• Become and remain knowledgeable about client’s products and community standards• Make well balanced decisions and personally driven to be an effective advocate for our community• Strong interpersonal skills, verbal and written communication skills and most importantly empathy• Display a strong bias to doing what’s right for our community in supporting the client’s mission• Investigate and resolve issues that are reported on clients site such as requests for account support and reports of potentially abusive content• Respond to user inquiries with high quality, speed, empathy and accuracy• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site• Enforce Client’s Terms of Use by carefully monitoring reports of abuse on the site• Review the reported content within agreed turnaround times and standards of quality• Identify inefficiencies in workflows and suggest solutions

• Knowledge of techniques and procedures used in operating emergency communications equipment.• Knowledge of customer service standards and best practices.• Knowledge of Jacksonville Sheriff's Office Standard Operating Procedures.• Knowledge of the City of Jacksonville's geography.• Knowledge of applicable FCIC/NCIC system and guidelines.• Skill in operating emergency communications radio equipment.• Skill in empathetic listening techniques.• Ability to remain calm under pressure and stressful working conditions during heavy workload and emergency related calls.• Ability to make oral and written reports.• Ability to handle confrontations constructively.• Monitors and responds to voice communications on multiple radio frequencies. Queries, interprets, and maintains information in the FCIC/NCIC databases and operates a high-speed teletype system.• Dispatches police emergency calls in accordance with prescribed patterns and needs.• Dispatches police personnel and/or equipment through the use of a computerized radio system and computerized aided dispatch system requiring voice communication and data entry simultaneously.• Obtains information from a very diverse group of callers who are oftentimes distraught or emotional for the purpose of processing requests for emergency assistance.• Records emergency incident response information and maintains the current status and state of Police emergency vehicles and equipment by use of computer aided dispatch program and/or manually.