Summary
Overview
Work History
Education
Skills
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Timeline
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Drew Bailey Jr

Orlando,Florida

Summary

High-performing professional with a track record of delivering successful improvements for business operations, profitability, and team development. Resourceful project manager and compliance specialist adept at thriving in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.

Overview

6
6
years of professional experience

Work History

Fraud Operations Manager

TD Bank
Mount Laurel, New Jersey
07.2022 - Current
  • Manage initial and recovery teams within the US Debit Card Claims department
  • Develop and implement fraud prevention strategies, policies and procedures to reduce loss
  • Conduct regular fraud risk assessments to ensure compliance with regulatory requirements
  • Develop organizational initiatives and focus points for debit card teams within US Fraud Operations
  • Extract and manipulate raw data using Microsoft Excel to identify trends and opportunities for the business
  • Conducted analysis of business capacity needs to find optimal agent allocation within designated queues

Fraud Agent III

TD Bank
Mount Laurel, New Jersey
01.2022 - 07.2022
  • Responsible for reviewing and resolving both executive-level and regulatory complaints against the business
  • Identified areas of opportunity across multiple teams within Disputes & Claims and provide necessary feedback in order to mitigate losses
  • Provided training and guidance to new-hires and peers
  • Identified and track trending threats to the business and our customers
  • Responsible for conducting end-to-end reviews of debit, check, digital and ATM claims in addition to reviewing and resolving complaints or escalations related to fraud closure, ID Theft, credit card claims and deposit reviews

Fraud Agent II

TD Bank
Mount Laurel, New Jersey
07.2021 - 01.2022
  • Reviewed and responded to claim inquiries, contact requests, 2nd denial reviews and cancellation requests for debit card, digital, ATM and check claims
  • Resolved claim escalations and complaints for debit card, check, digital and ATM claims
  • Monitored and addressed agent inquiries in department's resource chat
  • Compiled data received from the department's agent questionnaire and hosted meetings with the management team to identify procedural gaps

Fraud Agent I

TD Bank
Mount Laurel, New Jersey
01.2020 - 07.2021
  • Actively identified fraud trends to reduce financial fraud and financial crimes against the organization and its customer base
  • Focused on chargebacks within Visa to ensure that the business was not taking any unnecessary losses
  • Assessed risks related to potential fraud trends that posed threats to the business and assisted with determining counter-active and preventative measures
  • Compiled reports for missed opportunities related to chargeback rejects for the department and rectified such opportunities to ensure that the business was not taking unnecessary losses
  • Developed procedures with management in order to mitigate unnecessary losses for the business after noticing money lost consistently due to chargeback rejects

Fraud Agent I

TD Bank
Mount Laurel, New Jersey
12.2018 - 01.2020
  • Conducted investigations to determine pay / deny decisions on fraud and non-fraud debit card claims
  • Communicated daily with merchants and customers to ensure that chargebacks were submitted with accurate and up to date information to resolve disputes
  • Worked with applicable regulations, guidelines, and policies to resolve disputes
  • Conducted investigations through communication and using business systems to gather the information necessary to initiate chargeback disputes for fraud and non-fraud debit card disputes

Education

Deferred - Health Science

Lee University
Cleveland, Tennessee
08.2017

High School Diploma -

The Delaware Academy of Public Safety And Security
New Castle, DE
06-2015

Skills

  • Microsoft Office Suite (Excel, PowerPoint)
  • Data Analysis
  • Risk Management
  • Coaching
  • Team Management
  • Communications
  • Regulatory Compliance
  • Capacity planning
  • Business strategy development and implementation

Suffix

Jr

Timeline

Fraud Operations Manager

TD Bank
07.2022 - Current

Fraud Agent III

TD Bank
01.2022 - 07.2022

Fraud Agent II

TD Bank
07.2021 - 01.2022

Fraud Agent I

TD Bank
01.2020 - 07.2021

Fraud Agent I

TD Bank
12.2018 - 01.2020

Deferred - Health Science

Lee University

High School Diploma -

The Delaware Academy of Public Safety And Security

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Drew Bailey Jr