Scott Rainey, Mba Email & Phone Number

Pittsburgh, Pa, Us

Recognized for continuous top performance and promoted to Head of Fraud Strategy and Claim Operations, with responsibility for the $25M budget while leading a team of 450 with 7 direct reports, focusing on creating, implementing, and monitoring fraud prevention strategies.• Addressed regulatory issues, leading vendor selection, implementation, and rollout of an innovative case management system• Responsible for the development and implementation of a quality assurance process from scratch, establishing organizational standards, guidelines, and procedures to prevent quality issues while maintaining the integrity of the product throughout the development process• Leveraged expertise and best practices to create and facilitate investigation training for investigators that was provided both in person and virtually, sharing knowledge, skills, and abilities needed to deliver effective and efficient investigations• Monitored performance and provided strategic direction and guidance concerning process improvement, implementing 10+ new controls, and generating a 40% increase in fraud recovery, equaling $9M in annual recoveries.• Launched an innovative case management system for use with all debit and credit card claims, reducing the time required to resolve a claim by 40%, increasing recovery time by 15%,

United States

Head of Operational Quality and Controls 2018 – 2019 • Transitioned to the position created due to the reputation of taking a perceived problem and conceptualizing and developing a solution, immediately defining the business problem and implications, building the entire business unit, hiring Control Officers, defining processes, creating procedures, developing training materials, and building a foundation to support success and growth• Performed as VP Head of Operational Quality and Controls and directed the day-to-day operations of a cross-functional team, growing the team from 1 to 55 resources and 6 direct reports; responsible for maintaining the quality assurance and operational controls implementation and testing supporting the North American loan servicing and asset management company• Established a focus on identifying any control gaps and developing and implementing the changes needed for process improvements while consistently securing regulatory compliance• Provided strategic guidance to the Quality Assurance team concerning improvement initiatives, including collecting critical data from listening to calls, conducting case reviews, and evaluating credit card disputes • Created and implemented a quality control process focused on enhancing the credit card dispute procedures that led to a streamlined system with flawless execution, designing the process and hiring key personnel within 3 months, resulting in positive feedback and operational excellence

Pittsburgh, Pa

Ultimately promoted to Vice President and Debit Card product Manager for the multi-billion-dollar Fortune 500 financial services corporation spanning 19 states following a series of promotions to positions of increased influence, authority, and accountability• Served as an integral executive leader overseeing all facets of operations concerning the company’s debit card portfolio maintaining the $1.5B annual revenue from transaction fees and full P&L accountability while continuously focusing on driving the quality of the customer experience• Directed strategic changes to improve the ACH dispute process that increased the quality and productivity of the dispute team, reduced enterprise risk, and enhanced customer satisfaction, as well as eliminating $2M in losses• Oversaw the management of high-profile projects that streamlined the transaction dispute process, reducing repeat customer alls and hand-offs to other representatives• Re-structured internal applications to empower the Security Group to address claim loss in real-time, significantly increasing the first-call resolutions• Responsible for directing initiatives that enabled the consumers' ability to lock debit cards to prevent unauthorized use in the event of loss or theft and removing the required interaction with customer support personnel

Pittsburgh , Pa

• Served as Operation Manager, Senior and led a team of 75 resources spanning 3 locations in investigating and closing over 60K claims each month, exercising authority over dispute resolution processes and service concerning Regulation E disputes regarding electronic funds transfers, providing enhanced QA processes, increasing accuracy from 97% to 99%• Performed as Architect of a formal Quality Assurance process that governed all Regulation E disputes, examining over 4K QA reviews and leveraging information to identify opportunities for improvement• Leveraged expertise in Lean methodologies and tools to establish focused coaching and training, delivering a 40% gain in productivity, enhanced quality, and improved client satisfaction• Responsible for lowering dispute resolution timeframes from 8 days to 3 days, earning recognition for significantly improving the work quality of the Online Banking, ACH, ATM, and Recurring Stop Payment dispute teams

Pittsburgh, Pa

Responsible for multiple high-volume bank branches throughout Southwestern Pennsylvania, building revenue from small business checking and loans. ★ Used cold calling campaigns, professional networking, and in-branch events to market the bank’s products and services.★ For each branch, led sales processes to outperform peer groups based on revenue; continually identified opportunities to enhance the customer experience, build employee strengths, and maximize team engagement.★ Executed training and professional development, gap analysis, and internal inspection to pass audits.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT PNC BANKPNC Bank offers consumer and business banking services via 2,459 branches in 19 states. PNC is on the list of largest banks in the United States and is the fifth largest bank by number of branches, sixth largest by deposits, and eighth largest by total assets.

Pittsburgh Pa

Maintained accountability for sales operations and training throughout assigned regions.★ As the Market Sales Champion for in-store branch locations throughout Southwest Pennsylvania, led the coaching and training of employees.★ Designed an outbound calling training program for 75 in-store branches and hosted sessions to branch managers and in-store bankers throughout the market.★ Built deposit volume to over $90M as Branch Manager.★ Acknowledged as a World Class Performer in 2004 for superior results in sales and service.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT CITIZENS BANKCitizens Bank operates more than 1,200 branches and approximately 3,200 ATMs across 11 states under the Citizens Bank brand. It ranks 22nd on the list of the largest banks in the United States.

Master Of Business Administration - Mba

Bachelor Of Business Administration - Bba