Sam Large Email & Phone Number

United Kingdom

Peterborough, United Kingdom

Responsibility for leading, supporting & delivering card exception processing & card fraud investigations for the business and its partners/clients.Subject Matter Expert (SME) whilst outsourcing our Fraud and Risk department over to Manila, Philippines. Responsible for successfully training, developing and implementing the changes from the UK to the Philippines. Travelled & worked in the Philippines to implement the move and worked closely with the business to successfully outsource the Fraud Screening, Fraud Investigations and Chargeback departments.Successfully address fraud risks and reduce fraud, whilst maximising genuine party access to consumer services & providing an efficient resolution service to victims. Operational execution of both the fraud and customer service strategies that relate to fraud and disputed transaction management for the business units that the department supports, together with optimising performance and efficiency within the area to deliver industry leading performance in the most efficient manner.Thoroughly investigate suspect acquiring fraud and cardholder behaviour to maintain the integrity and reputation of the Payment Card Industry whilst mitigating potential financial exposure through timely and robust assessment and decision making - including immediate termination of facilities and seizure of funds in accordance with laid down guidelines. Reviewing, removing, suspending and investigating “reload fraud” through many gateways including DataCash/Gatekeeper.Building of databases through Microsoft Access to help manage, control and investigate new trends and threats. This helped the business report on any aspect of fraud to prevent, manage and identifying efficiencies in order to minimise fraud and risk losses and the analysis of data extracted from a number of sources to combat the latest fraud trends.100% success record with all global dispute cases (UK and Australia (primarily)) escalated to The Financial Ombudsman.

I have a strong analytical background and investigate denied fraud claims for MasterCard – Access Prepaid. As a Fraud Denied Dispute Analyst, my job is to review every fraud dispute case which has been denied and the customer is not satisfied with the outcome. I ensure all global fraud disputes are managed in a professional, customer focused, timely and effective manner. I investigate all cases impartially on an individual basis ensuring all relevant information is gathered and considered. The role encompasses full administration, thorough investigation and timely response to dispute cases.I pro-actively liaise with key internal business areas and personnel including the Director of Fraud, Fraud Screening Teams, Managers, Legal, Compliance, Chargeback investigations, Product and many other departments to gather all evidence required to make an informed decision.I also liaise with police, merchants, acquirers and other parties involved with any aspect of a dispute to develop a clearer picture and to gather further information that the first party may not have provided initially. I take ownership of cases from inception through to completion and provide cardholders with full and clear relevant written responses to a consistently high standard if a dispute is to be denied. Part of my job will involve liaising with the Financial Ombudsman and legal (if cases go to court). I therefore have to make sure the decision is the correct one and that all aspects of the fraud dispute have been reviewed and considered. Part of every dispute reviewed is to understand how it took place in the first instance and try to combat this to reduce the risk to the business and the customer. Every dispute provides the opportunity to increase my knowledge and ongoing identification and implementation of process improvements (if required).