Emily M. Childers
Brandon,Florida
Summary
At GTE Financial, I have over a decade of experience in the financial industry. In my roles, I have become proficient in card services, card operations, card fraud, check fraud, disputes, payment operations, Zelle, chargebacks, procedure building, work flows, reconciliation, and remote deposit capture (RDC).
I enjoy streamlining operations to improve workflow and maximize productivity.
Overview
17
17
years of professional experience
Work History
Fraud Risk Analyst II
GTE Financial
Tampa, FL
05.2023 - Current
- Independently performs in-depth analysis and investigation of member account activity, automated
reports and or third-party software for the purposes of detecting and reporting suspicious activity and/or preventing fraud and losses. - Provide guidance on fraud-related matters to both internal and external customers.
- Acts with authority to reverse transactions, refund fees, grant provisional and final credits, restrict member privileges and/or to close accounts, in cases of suspected or confirmed fraudulent activity or suspicious activity that may pose a risk to the credit union or its members.
- Supports all investigations by adding thorough and detailed notes to any and all related accounts to reflect why an investigation was launched, detail the steps are taken to carry out the investigation (including details of the conversation or other communications with members, merchants, law enforcement, and give a summary upon conclusion.
- Supports efforts to detect, prevent and/or minimize fraud losses by collecting and retaining data/analytics related to any / all investigations performed.
- Processes plastic card fraud claims and ensures compliance with Federal Regulation E and/or Federal Regulation Z and/or MasterCard rules.
- Reviews and identifies Common Points of Purchase for card compromises and reports accordingly to Mastercard.
- Supports internal and external customers regarding fraudulent and/or suspicious activity through phone queue, email and other applicable communication channels.
- Interfaces with law enforcement, government agencies, merchants, other financial institutions, etc. for the purposes of fraud detection and deterrence.
- Prepares and submits criminal complaints to law enforcement, State Attorney’s Office (SAO), and other entities. May be called upon to testify as a witness in civil and criminal proceedings on behalf of GTE. Follows up on subpoenas and court updates.
- Identify and recommend process, policy and procedure changes and/or enhancements to help prevent and mitigate fraud
- Determines when/if a suspicious activity report (SAR) needs to be filed based on reporting guidelines and passes applicable information to BSA team so they may create the SAR.
- Identify and recommend process, policy and procedure changes and/or enhancements to help prevent and mitigate fraud
- Delivers fraud training and communications to GTE employees in order to educate and assist in detecting and preventing fraudulent activity. Training sessions may be carried out live, in person or via telephone or video channels. Training sessions may also be recorded for future or repeated use.
- Receives and reviews Fraud Alerts (including ADC MasterCard Fraud, Cyber Fraud alerts and others).
- Takes action to determine level of impact and to mitigate risk for the credit union and members; such action may include block and re-issue of individual or groups of plastic cards.
- Creates, tests and implements plastic card fraud prevention strategies using real-time fraud rules and/or strategies.
Payment Operations Specialist III - Cards
GTE Financial
Tampa, FL
11.2016 - 05.2023
- Process credit and debit card disputes in accordance with Reg-E
- Open all new debit and credit card accounts including all corporate, business and consumer cards
- Played a vital role in the testing and implementation of CCM and related card programs during card conversion from VISA to Mastercard
- Building policies and procedures for various Payment Operations processes
- Transaction processing for ACH origination
- Troubleshoot and resolve debit and credit card escalations for members and staff
- Review daily activity reports and take appropriate action to ensure members and staff requests have been processed correctly
- Keeps current on recent changes and upgrades for all Payment Operations processes and procedures
- Review and process Remote Deposit Capture items and ensure batch files are completed within SLA
- Knowledge on how to process and support transactions made thru other Payment channels
- Utilization of Tableau
- Balance and process dispute general ledger reconciliation for Zelle and card transactions
- Provide account information to members, and handle additional member requests relating to Debit and Credit cards
- Process returned mail relating to debit and credit cards
- Online banking troubleshooting
- Process debit and credit lost/stolen files
- Obtain professional phone etiquette
- Review, balance and ship instant issue plastics stock
- Training New Employees on Debit and credit card procedures and other department tasks
- Created and implemented training modules for debit and credit procedure to branch and call center employees
- Process staff maintenance request on debit and credit cards
- Respond to members, staff and external financial institution requests and inquiries promptly; including but not limited to emails, phone calls, mail, text, chat, fax, and message center
- Process all card requests; including order and maintain plastic stock
- Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S
- Patriot Act, Office of Foreign, Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act
ATM/ITM Service Representative
GTE Financial
Tampa, FL
11.2013 - 11.2016
- Makes recommendations as to the types of equipment needed that best that best fits GTE locations, place orders, test and assists in deploying equipment, and carry out implementation of the ITM/ATMs throughout the centers
- Was highly involved with the implementaion of Interactive Teller Machine (ITMs) and the processing on the back end
- Perform user acceptance with internal and external partners to ensure ITM/ATM transactions, features, and functionality are 100% operational and accurate
- Create and organize order and deliver order and delivery schedules, parts, and equipment
- Working with partners inside and outside of the GTE organization, troubleshooting, and other duties as assigned
- Contribute to process improvement efforts with a focus on efficiency, reliability and problem solving skills
Specialty Banker
Seminole Hard Rock Casino
Tampa, FL
01.2012 - 11.2013
- Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures
- Responsible for the impress bank issued
- Perform guest and in house monetary transactions
- Balance and issue impress bank to team members
- Enter patron transactions into the company computer system accurately
- Prepare paperwork, balance sheets and documents in accordance with our Standards and Procedures (S&P's), and within the guidelines of Internal Controls
- Signs all documents legibly and in accordance with S&P's
- Transfer cash, chips and checks between cages and/or departments in an accurate and efficient manner
- Strictly adhere to department policies and procedures in order to maintain integrity of the Cage operation
- Apply accurate transaction and balancing practices
- Participate in the daily cage reconciliation process
- Comply with Federal Title 31 procedures
- Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations
- Promote positive public/team member relations at all times
- Maintain a clean, safe, hazard-free work environment within area of responsibility
- Performs all other duties as assigned
Customer Service Staff
Publix
Brandon, FL
04.2009 - 11.2012
- Provides premier customer service, including greeting customers, answering their questions, and resolving issues
- Coordinates operations on the front-end to ensure premier service for our customers
- Handles money services such as check cashing, lottery, gift cards, money orders and Western Union transactions
- Performs daily bookkeeping procedures such as balancing and reconciling cash drawers, maintains office accountability and prepares deposits
- Answers and directs telephone calls
- Maintains the cash office and equipment
- Trained staff on operating procedures and company services
- Maintain professional phone ettiquitte
- Assigned to supervise the cashiers and baggers
- Opening the store by verifying the safe contents, placing money into registers, and working the customer service desk immediately upon the opening of the store
- Accounting for all money, making cash deposits and emptying the register, lotto, and Western Union
Education
High school diploma - some college
Skills
- Process improvement
- Relationship building
- Problem solving
- Teamwork
- Critical thinking
- Time management
- Training
- Troubleshooting
- Microsoft Excel
Timeline
Fraud Risk Analyst II
GTE Financial
05.2023 - Current
Payment Operations Specialist III - Cards
GTE Financial
11.2016 - 05.2023
ATM/ITM Service Representative
GTE Financial
11.2013 - 11.2016
Specialty Banker
Seminole Hard Rock Casino
01.2012 - 11.2013
Customer Service Staff
Publix
04.2009 - 11.2012