Lead all fraud efforts for the United States, Canada, European Union and United Kingdom, and other countries where the company gains a presence, while collaborating with a global team to drive innovation in fraud and risk policies and procedures. • Manage all areas of card fraud mitigation and recovery efforts for the teams in Canada and the United States• Set department objectives and establish department guidelines• Design risk strategies to identify and mitigate fraudulent activity at transaction and account levels• Create and implement loss mitigation policy to reduce exposure to losses related to program abuse and fraud• Resolve issues and act as escalation point for cardholder problems• Create evaluation and performance reports for all junior analysts• Monitor and review chargebacks for accuracy and regulatory compliance • Implement company policies and regulations related to all areas of occupational fraud• Create and present fraud awareness training for new hires and annually for all employees• Review customers’ accounts and program activity for the detection and prevention of potential fraud or loss• Review all alerts from external sources and ensure that appropriate fraud mitigation actions are taken• Resolve chargebacks and disputes efficiently, correctly, and within compliance guidelines• Design, develop, and manage all fraud rules• Create, update, review, or approve all fraud department job aids, procedure, policy, or program documents• Work professionally with all clients, cardholders, networks, legal personnel, and law enforcement• Collaborate regularly with Compliance, Operations, Customer Success, Data Services, and partner banks• Familiar with MasterCard, Visa, NYCE, and Discover networks• Primary coordinator of new fraud management system implementation process• Stay current on all compliance and job-related training

Reviewed and remediated specified check, ACH, and wire transfers for potential fraud. • Reviewed daily all alerted checks for fraud and/or counterfeit items• Remediated all flagged ACH and wire transfers from the transaction monitoring system. Reviewed each item for potential fraud, including social engineering or account breaches.• Conducted thorough research using multiple systems and online sources as part of fraud review. • Reviewed and cleared all OFAC alerts, sending possible matches to Compliance when needed.• Contacted customers directly to validate suspicious transactions.

Responsible for facilitating the research and resolution of dispute claims on behalf of Dispute Analysis and Support (DAS) clients.• Reviewed evidence on cases presented and leverage Network dispute resolution rules to determine the validity of each claim and its potential for recovery.• Utilized Network dispute processes to attempt recovery on behalf of Visa’s clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met.• Collaborated with senior staff when disputes are challenged by the opposing party via a representment to review the new evidence, assess its validity, and resolve the claim or counter-challenge the representment through Visa’s pre-arbitration, precompliance, arbitration, or compliance process.• Trained new peak-time contractors.

• Investigate and report on a comprehensive list of bank fraud: wire, email, check, debit card, ACH, internal, and employee embezzlement• Review customer transactions daily to identify suspicious or fraudulent activity• Establish debit card alert criteria to flag suspicious activity, while effectively balancing service and risk• Investigate, document, write and file detailed Suspicious Activity Reports (SARs) for a wide variety of fraud cases• Possess proven customer service skills that allow for expert handling of challenging conversations and interviews that come with fraud investigations• Ensure that all requirements, documents, and timelines are in full compliance when completing SARs and Reg E disputes.• Utilize all available resources when working to investigate fraud and recover losses• The primary department contact and resource for employees, customers, law enforcement, and other 3rd parties• Work closely with branch employees and other bank-support departments • Updated and streamlined the dispute process, including sending and receiving dispute forms electronically for quicker returns, contacting the clients directly, and simplifying the documentation forms and procedures • Lead periodic fraud department meetings• Report on current bank fraud trends during monthly manager meetings• In process of completing CFE certification

• Manage daily branch operations such as overdraft account monitoring, general ledger accounting, teller line transactions, and teller coaching and referrals.• Manage area float teller staff; hire, train, and allocate float tellers to branches of greatest need.• Responsible for ensuring the branch is in full compliance with applicable laws by completing quarterly compliance tests, and reviewing and approving Reg CC holds, CTRs and MILs, wire transfer agreements, and new account files.• Monitor and review daily customers’ accounts and transactions for possible fraud and suspicious behavior to mitigate losses to the branch.• Support sales staff by opening new accounts and loan applications when sales team is unavailable, making warm sales calls to clients, and coaching teller staff to meet referral goals.• Resolve customer concerns or complaints with professionalism and courtesy.

• Began as part-time teller and worked up to Service Manager position• Responsible for ensuring the banking center is in full compliance with applicable laws by reviewing all new account files, approving Reg CC holds, and filing CTR and MIL reports, and resolving all non-compliance issues found in monthly branch audits.• Resolve any customer concerns or complaints with professionalism and courtesy. • Practice Marty Cohen’s A.C.E. program to bring branch customer service and sales to higher levels of excellence.• Keep a positive and fun working environment by recognizing employee achievements regardless of how small, celebrating birthdays and other special occasions, actively working to help promote tellers to a higher position, and coaching them on tag-ons and best practices to improve referrals.