Christina Forrester
Bridgeport,Texas
Summary
Results-driven Payments Fraud Manager with over 10 years experience providing fraud operations and payments risk program management services to omnichannel merchants. Effective in training team members to proactively identify and highlight potential risks; as well as managing strategy development and program maintenance for payments, fraud and chargeback dispute processes. Adept at working in rapidly changing business environments with a proficiency in developing client/merchant partnerships.
Overview
13
13
years of professional experience
Accomplishments
- Directed and facilitated risk program management for 52 global clients with processed transactions value of $1.4 billion in 2020 and $900 Million in 2021
- Successfully improved systemic card transaction approval rates from 92% in 2020 to 96% approval in 2021; while maintaining a chargeback rate of .90% for 2020 and .70% for 2021
- Successfully consulted with clients to develop and maintain risk program fraud models, reducing the average manual review rate (global fraud risk program portfolio) from 15% in 2016 to 3.5% in 2022.
- Process improvement of dispute processes led to an increase of global chargeback win rate, from 35% in 2019 to 65% in 2021 and response time from an average of 30 days to 2 days
- Process and reporting improvements results reduced open AR by 40% globally.
- Established internal audit procedures to validate and improve accuracy of transaction review
- Effectively created and managed multiple teams of up to 70 along with development of metrics and KPI's for performance and program management
Work History
Senior Fraud Manager
Likewize Device Protection
10.2023 - 05.2024
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Revamped chargeback dispute process by implementing processing improvements to increase win rate and overall response efficiency
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Financial Services Contractor
Robert Half Finance & Accounting
06.2023 - 10.2023
- Posted cash receipts to customer accounts to maintain current and accurate account balances.
- Identified, recommended and executed opportunities to enhance accounts receivable and billing processes to meet finance requirements.
- Liaised cross-functionally with Account Management team to resolve changes or modifications to revenue recognition or invoicing process.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Prepared spreadsheets using formulas, V-lookup and other intermediate and advanced Microsoft Excel skills.
Senior Risk Manager
Certegy Payment Solutions
02.2022 - 11.2022
- Lead and managed a Retail Risk team of 8 high-performing analysts in a rapid-growth and frequently changing environment; responsibilities included performance management, coaching, development and driving vision for the team
- Managed and drove direction of strategy development for a large portfolio of new merchants and financial products
- Conducted critical assessments of existing risk program controls and processes to identify potential fraud loss vulnerability; developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Analyzed large sets of payment data for fraud loss mitigation strategy development
- Handled disputes/claims according to internal risk management policies, keeping liability minimized by leveraging expertise and available tools.
Risk Operations Manager
PFSweb
10.2016 - 02.2022
- Proactively supervised a global Fraud services team (40) - Responsibilities included performance management, coaching, development and driving the vision for the team
- Directed and facilitated risk program management for 52 global clients with processed transactions value of $1.4 billion in 2020 and $900 Million in 2021, respectively;
- Payments Fraud Management-B2C fraud program SME for Implementations and Operations Management; worked directly end-to-end with clients to develop program fraud models and maintenance of client rules engines
- Payment Chargeback Disputes Management: Performed client and executive reporting, trend analysis, processing oversight and regulatory adherence; process improvement of dispute processes and reporting
- Merchant Accounts Receivable: Directed analysis, reconciliation, collection and reporting for merchant accounts receivables
- Fraud Risk Project Manager for current merchant program enhancements/changes and onboarding of all new Client Financial Services merchants
- Conducted frequent site visits to Bangalore, India and Mexico City, MX to collaborate with offshore teams
Risk Operations Manager
Getaroom.com/CCI
12.2014 - 10.2016
- Created foundations, Developed short-term goals and long-term strategic plans to improve risk control and mitigation; built team, processes and procedures for unmanaged risk team, during start-up/growth phase, for a mid-sized online travel agency
- Proactive remote management of a direct report team of twenty-three (23) - and a BPO team of six (6) fraud and chargeback analysts located in India
- Management responsibilities included performance management, coaching, developing and driving vision for the team
- Lead, created and developed fraud management support team to assist in 24/7 operations
- Developed metrics that provided data for process measurement to identify indicators for future improvement opportunities.
- Created a new internal Merchant Chargeback team and developed processes from the ground up Performed all reporting including operational and financial dashboards as well as all related analytics on a daily, weekly and monthly basis
- Identified fraud and financial loss trends to the business and implements rules, process improvement and deep dive root cause analysis based on frequent review of data
- Established internal audit procedures to validate and improve accuracy of transaction review, creating a Fraud Analyst QA role
- Implemented and maintained fraud management software (Accertify), chargeback management tool (Accertify), 3D Secure by Cardinal Commerce, and other ancillary tools to help with automated and manual fraud review efforts
- Maintained and assigned real time queues and analyzes high-risk transactions from multiple points-of-sale
Fraud and Chargeback Analyst, Operations SME
Sabre - Travelocity
12.2012 - 12.2014
- Proactively managed three teams: six (6) direct report Fraud Agents in San Antonio, TX ; thirty (30) outsourced Fraud Agents and thirteen (13) Chargeback Agents in Mumbai, India
- Developed, performed quality control, analysis and close management of instituted team SLA's for all managed processes Assigns real time queues and analyzes high-risk transactions from multiple points-of-sale within
- Travelocity and Affiliated Partner Network Performed root cause and link analysis to identify existing fraud trends by analyzing accounts and transaction patterns
- Managed and processed card merchant chargebacks and Airline Chargeback Debit Memos for Fraud, failed payment or customer services issues; analyzed business exposure, identifying root causes and developing robust solutions to present to internal management team.
- Supported teams in continuous delivery of quality chargeback response processes to ensure was providing correct corresponding due diligence to the issuing banks to ensure high rate of win return
- Responsible for creation and maintenance of custom reporting for various aspects of fraud and chargeback processes including daily analytics and monthly metrics
- Performed month-end close processes for Fraud, Airline and Merchant Chargebacks Created and reported on all month-end close processes for all managed scopes of work Attended Multiple site visits to Operations facilities in Mumbai, India & San Antonio, TX
Supplier Reconciliation Analyst, SME
Sabre - Travelocity
08.2011 - 12.2012
- Oversaw reconciliation of a large volume of transactions ($55MM monthly) for the AMEX Virtual Payment program for Travelocity.com hotels
- Supervised a group of (six) outsourced employees performing supplier payable reconciliation and analysis
- Worked directly with American Express to develop a vendor dispute chargeback process for the hotel virtual card program - this program was eventually monetized and sold to Expedia, Orbtiz and Priceline
- Worked directly with American Express to implement an additional 300K cards; updating card available parameters to mitigate loss as a result of erroneous charges from hotel merchants
- Performed quality control, analysis and close management of the instituted SLA's for outsourced processes
- Worked closely with CIO (IT) to identify, resolve issues and testing for system enhancements
- Responsible for creation and maintenance of documented process manual, sop's, and custom reporting for various aspects of the reconciliation process including monthly metrics
- Management and analysis of accounting transactions and AMEX chargeback cases for issues and resolution
Education
Bachelor of Science - Psychology
Dallas Baptist University
DallasTarrant County College
Fort WorthSkills
- Client/Merchant Fraud Risk Consulting
- Payments Strategy and Regulatory Adherence
- Payments Fraud Risk Mitigation
- Payment and Card Chargeback Dispute Management
- Data and Fraud Analysis/Analytics
- Payment Gateway and Processor Management
- Client Account Management
- Project Management
- Direct, Offshore and Remote Team Management
- Program/Software Implementation
- Training Program Development
- Accounting, Budgeting and Forecasting
- Oracle Analytics Cloud, SaaS, JDE, Power BI, Tableau, Business Objects, SalesForce
Affiliations
Member of MRC (Merchant Risk Council), Cardnotpresent.com, Biometrics for Ecommerce, andGlobal Fraud Prevention
Additional Information
Software/Applications:
- Payment Types: Major Credit Cards, PayPal, ApplePay, GooglePay, Klarna, AfterPay, ACH, Check, Wire Payment Gateway/Fraud Management Tools: CyberSource, Adyen, Ingenico, Riskified, Signifyd, Accertify Interceptas and Chargeback Management tool Analytics and Reporting: Oracle Analytics Cloud, SQL, Power BI, WebFocus, Excel, Business Objects, SAP, Retail Decisions Identity/Mitigation Support: Ethoca, Emailage, Ekata, LexisNexus, Targus, Threat Matrix, Iovation, Credit View Payment and Dispute Platforms: Chase Paymentech, Clientline, Wells Fargo, Vantiv, World Pay, Synchrony, Paypal, Apple Pay, Klarna E-Commerce Platforms: Demandware, Retail Connect, Big Commerce, Sterling, Shopify Technical Support: JIRA, ICommerce Agent, GHE Microsoft Software: Word, Excel, Outlook, PowerPoint, Access, Project, Visio and One Note
Classes/Courses:
- SQL, GDPR, PSD2, Fraud 101/201, Payments 101/201, 3D Secure, Fraud Trends and Analysis, Chargeback Regulations and Friendly Fraud; consistently attending webinars to keep abreast of current trends
Memberships:
- Member of MRC, ACAMS and ACFE
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten
Work Preference
Work Type
Full TimeContract WorkWork Location
HybridRemoteImportant To Me
Work-life balanceCompany CultureWork from home option401k matchPersonal development programsTeam Building / Company RetreatsTimeline
Senior Fraud Manager
Likewize Device Protection
10.2023 - 05.2024
Financial Services Contractor
Robert Half Finance & Accounting
06.2023 - 10.2023
Senior Risk Manager
Certegy Payment Solutions
02.2022 - 11.2022
Risk Operations Manager
PFSweb
10.2016 - 02.2022
Risk Operations Manager
Getaroom.com/CCI
12.2014 - 10.2016
Fraud and Chargeback Analyst, Operations SME
Sabre - Travelocity
12.2012 - 12.2014
Supplier Reconciliation Analyst, SME
Sabre - Travelocity
08.2011 - 12.2012
Bachelor of Science - Psychology
Dallas Baptist University
Tarrant County College
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