ALLISON PETERSON

• Create, enhance, and maintain over 65 different procedures, job aids, and customer communications
• Create training material and conduct training sessions for all members of Fraud Operation and Prevention Teams
• Facilitate system enhancements for fraud prevention needs
• Review and complete action items found via gap assessments from Fraud Strategy, Risk, Compliance, and Audit
• Manage and support members of the Fraud Prevention Team
• Maintain and manage recovery efforts for Breach of Warranties and Letters of Indemnity

• Spearhead the building of new features to prevent fraud on the mobile check deposit feature
• Track and manage risk factor rules for mobile check deposits
• Create and manage daily work schedules for members of the RDC/Mobile Checks Operations team
• Facilitated hiring of coach and RDC analysts
• Create new procedures and training for both onshore and offshore RDC teams
• Manage reporting for mobile check deposits
• Review and respond to Better Business Bureau and Federal Deposit Insurance Corporation consumer complaints related to RDC reviews

• Review and provide coaching opportunities for all members of the Fraud Operations team
• Create and manage daily work schedules for 11 members of the Fraud Operations team
• Manage reporting of 28 different tasks handled by the Fraud Operations team
• Assist the new Fraud Team leader in all Fraud processes, systems, etc.

• Create new procedures for the Fraud Operations team, vendors, and Call Center Operations
• Train new and existing Fraud Operations Analysts to new processes and updated processes
• Provide coaching opportunities for all members of the Fraud Operations team
• Review and respond to Better Business Bureau and Federal Deposit Insurance Corporation consumer complaints related to fraud reviews
• Support the New Accounts Origination team related to fraud risk
• Contacted customers directly to notify of fraudulent activity and minimize impacts
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity

• Resolve detailed fraud reviews to mitigate losses on a $37B online banking portfolio
• Efficiently multitask twelve different systems in order to perform fraud reviews
• Collaborate with business units located in multiple geographic locations in order to balance the bank’s fraud accounting ledger
• Create and modify procedures to improve efficiency and effectiveness of the fraud operations team
• Resolve fraud reviews by collaborating with customers and other banks

• Fraud Analyst for Credit Cards
• Influenced the risk strategy of a new system through user acceptance testing (UAT)
• Trained five fraud New Hire classes, twelve + employees each class
• Performed quality control feedback in both written and direct communication
• Drive customer discussions to determine appropriate fraud claims
• Completed multi step processes to perform card replacement on risky accounts, initiate fraud disputes, and initiate billing disputes New Accounts Division-Credit Card
• Coached three new hire classes by providing necessary resources in both resolving new applications and customer treatment to enhance the customer experience
• Worked side-by-side with Underwriters, as an advocate for the small business customers, to receive higher lines of credit on their accounts with American Express
• Provided solutions for declined customers by presenting products tailored to fit their current financial situation
• Communicated effectively with new customers to enhance the customer experience during inbound and outbound calls for their applications as well as upgrading products

New Accounts Division-Credit Card

• Provided account solutions to family members whose loved ones are deceased
• Prevented company losses by influencing the benefits of a continued account relationship, including taking liability of remaining debt owed by the departed
• Processed requests to reconcile deceased account balances and established new accounts