Amanda Johnson
Virginia Beach,VA
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
FSV Payment Systems/US Bank
Remote
01.2019 - Current
- Performed cost analysis for various projects to determine budget requirements.
- Currently, managing roughly 50+ projects with ongoing implementations and over $300k in various product enhancements yearly across several platforms utilized by the business line such as Dispute Case Monitoring, Risk Monitoring, KYC/CIP, and BSA/AML management.
- Formed and sustained strategic and effective relationships with 3 key vendors totaling a $15 million portfolio.
- Identified $2.7 million in savings by migrating external call centers internally while enhancing the cardholder experience with less call transfers when reporting fraudulent activity and disputing transactions.
- Leading efforts in Financial Operations Transformation to streamline/consolidate processes, identify and resolve pain points, automate, and eliminate manual processes resulting in FTE savings.
- Worked alongside a stakeholders to define and build powerful products, enhancing customer experience through the development of user-friendly workflow tools.
- Negotiate contract pricing and secure products needed for streamlining business line processes.
- Developed and implemented operational procedures to ensure quality standards are met.
- Coordinated with other departments including Fraud, BSA/AML, KYC, Disputes, Implementations, and Financial Operations to ensure efficient operations.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
- Built strong operational teams to meet process and production demands
- Collaborated with team leaders on quality audits
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Work along side Client onboarding team and Implementations setting up BIN and Network configurations through our Gateway Vendor.
- Ensure Mandates from Visa and Mastercard are reviewed and implemented.
Fraud Prevention Analyst
FSV Payment Systems/US Bank
Jacksonville, FL
01.2015 - 01.2019
- Monitored customer accounts for suspicious activity to identify potential fraud cases
- Generated $1.5 million in Fraud Avoidance upon first year of implementing the neural network
- Maintained up-to-date knowledge of existing and emerging technologies used in fraud prevention and implemented products such as Falcon, Fraud Warning, 3D Secure, 2-way Texting, Automatic Risk Exception processes to give customers a better experience and more prompt communication
- Analyzed daily reports and identified patterns of fraudulent activities
- Investigated and verified the authenticity of customers' documents for identity verification purposes
- Developed new methods to detect and prevent fraud from occurring in the future such as dispute trends monitoring
- Conducted research on industry trends and best practices related to fraud prevention techniques
- Collaborated with internal departments, such as legal, compliance, risk management, and IT security teams, to ensure adherence to anti-fraud policies and procedures
- Responded promptly to requests from external law enforcement agencies relating to fraud investigations
- Reported suspicious activities or irregularities directly to senior management team members
- Created detailed documentation of all investigation processes conducted
- Identified areas of improvement within existing systems for better detection of potentially fraudulent activities
- Evaluated data from multiple sources including internal databases, credit bureaus, for accuracy and completeness prior to initiating an investigation
- Provided feedback on operational processes that could be improved to reduce losses due to fraud
- Implemented strategies designed by upper management aimed at reducing risks associated with financial crimes
- Determined existing fraud trends by analyzing accounts and transaction patterns
- Used multiple data sources to derive end-to-end fraud performance metrics
- Participated in group discussions with team members to develop new ways to combat fraud
- Aided in creating team curriculum for ACFCS certification.
Risk Operations Supervisor
FSV Payment Systems/US Bank
Jacksonville, FL
01.2014 - 01.2015
- Analyzed and evaluated customer risk profiles to identify potential risks.
- Developed policies, procedures, and processes for managing financial and operational risk.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Monitored adherence to established internal controls and regulatory requirements.
- Conducted periodic reviews of existing systems and processes to identify areas of improvement.
- Developed reports on key risk indicators for senior management review.
- Identified emerging trends in the industry related to risk operations management.
- Participated in regular meetings with senior leadership team to discuss current initiatives.
- Analyzed reporting strategies and data to create educational programs.
- Developed and documented risk management systems.
- Built disaster management and recovery plans for different types of financial emergencies.
Education
Master of Accounting - Forensic Accounting
New England College
01.2016
Bachelor of Applied Science - Supervision and Management
Daytona State College
01.2014
Associate of Arts - Accounting
Daytona State College
01.2011
Skills
- Customer Retention
- Workflow Optimization
- Financial Management
- Business Development
- Incidents Management
- Organizational Management
- Performance Monitoring
- Data Analysis
- Business Planning
- Contract Management
- Project Leadership
- Process Improvement
- Operations Management
- High-Pressure Environments
- Project Management
- Strategic Planning
- Budget Development and Management
- Risk Management
- Client Relationships
- MS Office
- Falcon
- SQL knowledge
- Vendor Sourcing
- Case Management
Affiliations
- Financial Fraud Consortium, 2023 - Present, Co-Chair
- Fraud Prevention Association (FPA), 2021 - Present, Member
- Association of Certified Fraud Examiners (ACFE), 2014 - Present, Member
- Jacksonville Area Chapter Member, 2015-2019
- Association of Certified Financial Crime Specialist (ACFCS), 2015 - Present, Member
Certification
- CERTIFIED FRAUD EXAMINER (CFE), 2022
- CERTIFIED FRAUD CRIME SPECIALIST (CFCS), 2017
- SQL: A PRACTICAL INTRODUCTION TO QUERYING DATABASES, In Progress
Timeline
Operations Manager
FSV Payment Systems/US Bank
01.2019 - Current
Fraud Prevention Analyst
FSV Payment Systems/US Bank
01.2015 - 01.2019
Risk Operations Supervisor
FSV Payment Systems/US Bank
01.2014 - 01.2015
Master of Accounting - Forensic Accounting
New England College
Bachelor of Applied Science - Supervision and Management
Daytona State College
Associate of Arts - Accounting
Daytona State College
Similar Profiles
Vincent PhamVincent Pham
Inside Sales Representative at Heartland Payment SystemsInside Sales Representative at Heartland Payment Systems
Mikail Zaki ZakariaMikail Zaki Zakaria
Agent and Merchant Support (National Service) at Ghana Interbank Payment and Settlement Systems Ltd.Agent and Merchant Support (National Service) at Ghana Interbank Payment and Settlement Systems Ltd.
Alex RodriguezAlex Rodriguez
Technical Support Associate at Heartland Payment SystemsTechnical Support Associate at Heartland Payment Systems