Josh Brittain Email and Phone Number

• Managed 31 Fraud Exception Processing Analysts within Fraud Detections, Fraud Investigations, and Consumer Disputes lines of business to ensure compliance of service level agreements • Managed over 50 processes to ensure compliance of Bank Secrecy Act, Fair Credit Reporting Act, Truth in Lending Act and Unlawful Internet Gambling Enforcement Act • Effectively communicated with executive level stake holders in Fraud Detections, Fraud Investigations, Consumer Disputes, Auditing, Compliance, Management Information, and Legal departments to define business processes and drive key performance indicators • Managed onboarding and continuous relationship of 3 offshore partners locations that included more than 15 executives and over 50 colleagues • Provided up to date reporting and historical comparisons for work volumes, colleague errors, and risk resolution with executive leadership • Authored and maintained team policies, procedures, and controls • Developed and maintained department infrastructure to track service levels, colleague productivity, quality assurance, workforce management databases, and automated analyst scorecards using Power Query • Annual completion of control demands reporting to calculate the number of full-time employee (FTE) needed to meet service level agreements based on business demands • Implemented Lean Management principles to improve coding logic, drive down FTE need, and provided flexibility to leverage colleague resources to assist to other lines of business • Implemented Six Sigma DMAIC and DMADV strategies to improve processes and resolve incidents/ risk events • Identified and managed numerous multimillion dollar risk events during onboarding conversion for GAP partnership that doubled Barclays’ customer base • Recognized as top performing manager in 2023 and 2024 for implementation of process improvements and leading the Ohio return to office initiative

• Worked and maintained Investigations Specialty reports to ensure compliance of Service Level Agreements • Analyzed and resolved fraud accounts totaling over $100,000 in claimed fraud activity • Completed and resolved high level customer complaints received through the Office of the President department • Investigated accounts in the Fraud Abuse process that have frequent high-dollar fraud and dispute claims to determine risk to the bank. Facilitated monthly meetings with VicePresidents in Legal, Compliance, Customer Experience, and Strategy to determine if activity warrants exiting relationship with card members • Created and maintained the Specialty Volume Report used to communicate productivity to Department Leadership. The project was recognized by the Fraud Operations Director for top Service recognition in 2021 • Streamlined Fraud Abuse process that lowered number of required agents needed and improved efficiency • Served as Subject Matter Expert for team procedures and performed quality assurance reviews on Investigations and Customer Disputes functions • Identified possible fraud trends and risk events

• Responsible for working high dollar fraud cases and filing Suspicious Activity Reports when applicable • Two Junior Enrichment Program Facilitator rotations in which responsibilities included daily Fraud and Dispute department reporting, resolving escalated issues, and completing ad hoc projects assigned by management

• Managed 3 Workforce Coordinators to ensure compliance of retail staffing and service level goals for all Macys Call Centers worldwide • Managed relationship with Retail Services, Planning and Forecasting, and Credit Services leadership to ensure service levels were maintained • Participated in bridge calls to resolve website and system issues • Report service levels and sales data to senior leadership • Created the Business at a Glance database that provided a constantly updated snapshot of staffing and service levels

• Responsible for daily supervision and development of Fraud Claims, Fraud Detections, and Gift Card Fraud colleagues • Resolved escalated customer complaints • Completed ad hoc projects • Creation of a quality flowchart that improved team quality scores by 5 percent • Managed the Gift Card Fraud team transition to another location

• Responsible for resolving customer order and credit inquiries • Discovered fraud trend involving Macy’s gift cards

• Produced multiple live on-air radio programs and sporting events• Recorded and edited commercials and promotional spots that played on market radio stations