Summary
Overview
Work History
Education
Skills
Websites
Certification
Volunteering
Timeline
Generic

Heather Knight

Omaha,United States

Summary

I have over 10 years of experience responding to chargeback claims. And over 8 years of experience in detecting and preventing payment fraud in the e-commerce industry. My main expertise is analyzing data using SQL, creating automated reports, and tracking fraud trends. Additionally, I support members with account safety procedures, payment security education, and account recovery. I am passionate about improving the online payment experience and protecting members.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Fraud Investigator

First National Bank of Omaha
Omaha, NE
01.2024 - Current
  • Works well in a team setting, providing support and guidance.
  • Works effectively in fast-paced environments.
  • Analyze credit card fraud claims initiated by customers.
  • Follow Regulation Z standards and procedures.
  • Works from queue based architecture and systems.
  • Educate customers about fraud prevention and payment security.

Lead Payment Abuse Analyst

LinkedIn
08.2022 - 10.2023
  • Proactively detect fraud behavior by use of SQL, retina dashboards, and analyze abusive payment behavior in order to reduce revenue loss and decrease chargebacks
  • Work with numerous stakeholders to analyze data and create rule recommendations
  • Leading Project Manager of various internal and external tools
  • Develop runbooks/standard operating procedures of current workflows and create workflow enhancements.

Senior Payment Abuse Analyst

LinkedIn
06.2015 - 04.2022
  • Detect and deflect payment fraud by developing SQL statements, create automated reports for manual review, analyze and track fraud trends
  • Chargeback analysis and response by defining chargeback workflow, optimize results of win rate to develop strategic dispute process
  • Answer internal escalations to assist members with account safety, payment security education and account recovery.

Chargeback Agent

PayPal
08.2013 - 06.2015
  • Review chargeback claims, determine whether to accept or dispute claims filed by credit card holders
  • Compile pertinent information regarding the disputed transaction
  • Forward dispute files to multiple processors
  • Educating customers about the chargeback process via email or phone.

Customer Service Specialist

PayPal
04.2011 - 08.2013
  • Assisting customers how to remove an account limitations
  • Internet fraud education, spoof/phishing education and computer security
  • Assessing account activity risk; placing account limitations when necessary
  • Verifying customer identification through internal tools and documents provided by account holders.

Education

General Studies -

Metropolitan Community College
01.2003

Skills

  • Chargeback Analyst
  • Fraud Detection and Prevention
  • Credit Card Fraud Prevention
  • Data Analysis
  • Product Management
  • Project Management
  • Customer Service
  • Training/Mentoring
  • Conduct Interviews

Certification

SQL Querying Fundamentals - Part 2 - New Horizons Computer Learning Centers

Volunteering

I enjoy volunteering for organizations like Feline Friendz and the local humane society. I've also helped with the MS Organization for their annual 5k walk.

Timeline

Senior Fraud Investigator

First National Bank of Omaha
01.2024 - Current

Lead Payment Abuse Analyst

LinkedIn
08.2022 - 10.2023

Senior Payment Abuse Analyst

LinkedIn
06.2015 - 04.2022

Chargeback Agent

PayPal
08.2013 - 06.2015

Customer Service Specialist

PayPal
04.2011 - 08.2013

General Studies -

Metropolitan Community College

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Heather Knight