Team Lead, Fraud Specialist

Spearhead both day-to-day and strategic anti-fraud operations, promoting a culture of procedural compliance, quality, and continuous improvement to align internal processes with best-in-class standards
• Lead a high-performance team comprising 4 investigators in the investigation of fraud rings, account takeovers, debit card transactional fraud, BSA cases, and Sox cases:
• Capture case requirements from multiple channels (incoming events and trends, industry standards in consideration of rules of detection and prevention) and develop investigation plans
• Brief the team on the scope of each investigation, and track their performance against targets, benchmarks, and timeframes
• Serve as a point of consultation and expertise regarding issues; leveraging BigQuery to capture SQL data and strategize the investigational steps required to return to BAU status
• Consult senior stakeholders and the leadership team to advise on, and gain buy-in for the resolution of cases
• Define internal skills gaps and operational priorities, before rolling out targeted coaching, training, and mentorship programs to elevate the knowledge and capabilities of junior team members
• Drive continuous change and improvement to optimize fraud processes and procedures, while ensuring evolving threats are mitigated:
• Rolled out new fraud rules and process updates in response to large-scale attacks against the business – increasing ownership over processes to eliminate handoffs and better protect interests
• Implemented intelligence briefings to improve communication between the team and wider organizational stakeholders during events – improving delivery of FYIs and enabling follow-up actions across teams
• Enhance knowledge and awareness of fraud policies and procedures through training and educational programs
• Maintain currency of knowledge regarding the operating rules of NACHA and payment card networks, customer due diligence, and Reg E and D to better coordinate large-scale cases while advising on process improvements
across members and stakeholder within different leadership groups
• Monitor and leverage insights derived from metric dashboards to inform monthly business reviews for
presentation to leadership

• Cultivate collaborative relationships across internal and external teams to promote cross-functional alignment and functional organization performance built around strategies and targets
• Align all team operations with customer goals and interests to ensure positive outcomes for all parties

• Complex, multifaceted role, leveraging fraud prevention and detection expertise, while working collaboratively to investigate cases, identify trends and optimize internal mitigation processes
• Having been recruited to the role of Fraud Associate II, owing to exemplary performance, secured successive merit-based promotions, firstly to Head of Fraud Ring Investigations in January 2021, and subsequently to Fraud Associate III in October 2021
• Supported the development, implementation and management of a cutting-edge new account management fraud process that delivered millions of dollars in the mitigation of confirmed fraud.
• Delivered integral directional input and analysis to ensure the new account fraud dashboard provided the required insights and outputs
• Facilitated a seamless adoption of the new solution to service key stakeholders and executive leadership with a direct line of sight into key metrics and trends within the New Account space – informing improved strategies and rules
• Provided incisive leadership to a talented 5-person team, including performance oversight, professional development and delegation of workflows in accordance with individual expertise
• Key player in a portfolio of innovative projects and initiatives that significantly improved fraud team operations and capabilities
• Realized $3.6MM in fraud ring mitigation by implementing a clustering model that provided visibility into shared attributes among members within the platform
• Led the charge on two major fraud attacks with ~$4MM in total exposure and an 82% mitigation; identified rings, drilled out all members, detailing demographics and behavior, before executing the lock and closure process
• Served as subject matter expert in the creation of a case new management system, advising Product Managers
and Trust & Safety Analysts on priority features/functions
• Maintained knowledge across the organization’s entire product/service line, and wider industry trends to
streamline investigations and ensure best-in-class analyses
• Ensured all internal investigative and analytical processes aligned with established best practices; mentoring
colleagues as necessary to build robust fraud controls

• Complex, multifaceted role, leveraging fraud prevention and detection expertise, while working collaboratively to investigate cases, identify trends and optimize internal mitigation processes
• Having been recruited to the role of Fraud Associate II, owing to exemplary performance, secured successive merit-based promotions, firstly to Head of Fraud Ring Investigations in January 2021, and subsequently to Fraud Associate III in October 2021
• Supported the development, implementation and management of a cutting-edge new account management fraud process that delivered millions of dollars in the mitigation of confirmed fraud.
• Delivered integral directional input and analysis to ensure the new account fraud dashboard provided the required insights and outputs
• Facilitated a seamless adoption of the new solution to service key stakeholders and executive leadership with a direct line of sight into key metrics and trends within the New Account space – informing improved strategies and rules
• Provided incisive leadership to a talented 5-person team, including performance oversight, professional development and delegation of workflows in accordance with individual expertise
• Key player in a portfolio of innovative projects and initiatives that significantly improved fraud team operations and capabilities
• Realized $3.6MM in fraud ring mitigation by implementing a clustering model that provided visibility into shared attributes among members within the platform
• Led the charge on two major fraud attacks with ~$4MM in total exposure and an 82% mitigation; identified rings, drilled out all members, detailing demographics and behavior, before executing the lock and closure process
• Served as subject matter expert in the creation of a case new management system, advising Product Managers
and Trust & Safety Analysts on priority features/functions
• Maintained knowledge across the organization’s entire product/service line, and wider industry trends to
streamline investigations and ensure best-in-class analyses
• Ensured all internal investigative and analytical processes aligned with established best practices; mentoring
colleagues as necessary to build robust fraud controls

Conducted meticulous investigations of suspected transactions/fraud claims to identify and resolve potential instances of fraud
• Processed digital fraud claims using the Pega Smart Fraud case management system and internal tools; reviewed WSUD (Written Statement of Unauthorized Debit) and other key information to determine whether further investigations were required
• Record of success in protecting bank clients and assets from fraud through procedurally correct research and loss mitigation actions across multiple delivery channels and products
• Aligned all responses to fraud and loss issues with established regulations, while facilitating the consistent application of the corporation’s legal rights under the account holder’s agreement, Commercial code (UCC), National Automated Clearing House Association (NACHA), Visa and Regulation E
• Gained key insights into client behavior, deposit accounts, checks and transaction history through the effective use of specialized fraud case management systems, reports and online screens – identifying and interdicting fraudulent banking activity
• Personally oversaw cases involving significant loss exposure