David Holcomb
San Antonio
Summary
Zelle Servicing Specialist with 10+ years in financial operations and customer service, including over 3+ years of dedicated Zelle Compass experience at PenFed Credit Union. Skilled in transaction review, fraud detection and analysis, account restrictions, and Regulation E compliance support. Proven ability to identify suspicious activity, resolve complex member access issues, and collaborate with internal fraud prevention teams to protect members and mitigate losses. Recognized for exceptional performance, operational accuracy, and contributions to process improvements that enhance payment security.
Overview
20
20
years of professional experience
Work History
Member Service Representative / Zelle Servicing Specialist
PenFed Credit Union
05.2022 - Current
- Conduct daily transaction reviews in Zelle Compass, identifying potential fraud, anomalies, and compliance concerns.
- Restrict accounts when fraudulent activity is confirmed and resolve complex Zelle member profile setup issues to restore proper access and functionality across digital channels.
- Support the Financial Security Office by performing front-line analysis of Zelle-related cases, reviewing IP addresses, device types, and transaction histories to detect and escalate suspicious activity.
- Cross-reference sender and recipient account data with internal PenFed systems to uncover fraudulent patterns and aid Regulation E case investigations.
- Prevented $150,000 in confirmed fraud losses from 2022–2024 and an additional $50,000 in 2025, earning an Impact Award from EVP Jamie Gaytan and the Individual Force Multiplier Award for outstanding performance, including contributions to fraud prevention.
- Delivered over 40,000 inbound member service calls with top-tier performance metrics, achieving MSR of the Month (August 2023), consistent top 10% performance rankings, and six months of perfect attendance.
- Collaborated on VP-level operational projects and presented process improvement ideas to leadership to enhance efficiency and fraud detection capabilities.
Co-Founder & Technical Lead
Storm Dynamics, LLC
11.2020 - Current
- Designed and currently developing real-time weather and radar analysis tools, including advanced tornado tracking systems aimed at enhancing public safety.
- Developed and maintained codebases exceeding 10,000 lines in C++, HTML/CSS, and JavaScript, adhering to technical documentation standards.
- Current responsibilities include product testing, debugging, and feature development to meet future operational and client needs.
- Certified Weather-Ready Nation Ambassador for the National Weather Service - The WRN program is the National Oceanic and Atmospheric Administration’s (NOAA) effort to formally recognize NOAA partners who are improving the nation’s readiness, responsiveness, and overall resilience against extreme weather, water, and climate events.
- Serving as a beta tester for NOAA’s Weather and Climate Toolkit, providing feedback to enhance functionality and usability. (https://www.ncdc.noaa.gov/wct/)
Billing & Sales Representative
IBEX Global (AT&T Contractor)
11.2014 - 05.2019
- Managed 70–80 inbound billing calls daily, resolving account issues, processing complex billing adjustments, and securing payments through ExpressPay.
- Consistently exceeded sales goals by upselling DirecTV, internet, and new wireless services via System X, enhancing customer experience and retention.
- Recognized as a top sales performer, earning multiple awards for highest monthly sales throughout tenure.
Inbound Billing & Collections
The Scooter Store
05.2012 - 09.2013
- Handled 80–120 inbound calls per day for payment processing, medical billing, and account adjustments.
- #1 Top Metrics performer (Dec 2012).
Paint Sales / Customer Service
The Home Depot
12.2005 - 03.2012
- Provided custom paint mixing, customer assistance, and certified forklift operation/training.
Education
High School -
Canyon High School
New Braunfels, TX01.2005
Skills
- Zelle Compass Platform Operations
- Transaction Review & Fraud Analysis
- Member Profile & Access Troubleshooting
- Account Restrictions & Risk Mitigation
- Regulation E Compliance Support
- High-Volume Financial Services Operations
- Process Improvement & Technical Troubleshooting
- Salesforce CRM Microsoft Office Suite
Awards
Identified and helped prevent $200K+ in fraud losses through Zelle Compass transaction review, account restrictions, and coordinated fraud analysis., Impact Award and Individual Force Multiplier Award recognizing exceptional performance and fraud prevention contributions., Specialized expertise in Zelle Compass operations, including transaction monitoring, fraud detection and analysis, member access resolution, and Regulation E compliance support.
Timeline
Member Service Representative / Zelle Servicing Specialist
PenFed Credit Union
05.2022 - Current
Co-Founder & Technical Lead
Storm Dynamics, LLC
11.2020 - Current
Billing & Sales Representative
IBEX Global (AT&T Contractor)
11.2014 - 05.2019
Inbound Billing & Collections
The Scooter Store
05.2012 - 09.2013
Paint Sales / Customer Service
The Home Depot
12.2005 - 03.2012
High School -
Canyon High School
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