Jeffrey C. Bender
Munster,IN
Summary
Expert in fraud risk management and process reengineering, with a focus on developing innovative authentication solutions. Proven success in managing cross-functional teams to reduce fraud losses and enhance operational effectiveness. Skilled in implementing change management strategies that drive organizational transformation.
Overview
26
26
years of professional experience
Work History
Fraud Strategy Director
Bank of Montreal
04.2022 - Current
- Lead the Process Reengineering & Business Optimization strategy team, overseeing end-to-end initiatives from requirements gathering and process design to procedure development and implementation support to enable new fraud prevention capabilities, operation transformation initiatives, and new technology.
- Lead the Workforce Management team responsible for capacity plan management, scheduling, and resource forecasting.
- Developed ad-hoc solutions for high-priority operational gaps to remediate issues, fraud incidents, and to support complex manual processing.
- Managed quality assurance team performing regular spot-checks of analysts to verify process compliance, confirm regulatory commitments, and identify process gaps and improvement opportunities; drove corrective actions and tracked remediation to closure.
- Managed a specialized ID Management team responsible for fraud analyst onboarding/offboarding, segregation of duties (SoD) controls, application entitlement lifecycle, and access governance. Implemented a new access management request system from excel application to power automate/SharePoint.
Omni Channel Re-engineering Portfolio Owner –SVP
Citigroup
05.2019 - 04.2022
- Omni Channel Agile Portfolio Owner/ Agent Solutions product owner for common omni-channel servicing. Solutions span across digital servicing, Automated Voice Response Systems, and Agent Desktops (customer service/ fraud/ credit/ collections). Solutions utilized by customer and agents include payments, digital communication (email/text, push), call center authentication, card issuance/re-issue, monetary adjustments, billing disputes, fraud security closures, and general servicing.
- Responsibilities include establishing the business strategy/vision, creating the program roadmap, securing funding, building business cases, managing budget, establishing controls, executing deliverables, program management/execution (Jira/Confluence), and managing a team of product owners / reengineers supporting operations/business and execute strategic initiatives.
Call Center Product Owner –SVP
Citigroup
08.2018 - 05.2019
- SVP Agile Product Owner responsible for creating the vision and detailed scope for components related to call center operations and managing risk (e.g. authentication, Credit line increase fraud risk) for agents supporting live customers.
- Developed the business roadmap, assessed processes and controls, defined and prioritized requirements (e.g. user stories), organized delivery, and directed execution.
Authentication Fraud Prevention Manager VP
Citigroup
10.2015 - 08.2018
- Develop, manage, and support North America authentication fraud policies, tools, and processes across Digital, IVR, and Call Center channels for consumer credit cards (private label & co-brand) and retail banking products.
- Collaborate with fintech, fraud analytics, information security, technology, credit risk, and business teams to deliver strategic authentication policy changes and innovative authentication solutions.
- Identify authentication and fraud prevention opportunities through root cause identification and data analysis.
- Implementation of tactical and strategic long-term fraud prevention initiatives that shift authentication methodologies from active password/ knowledge based techniques to passive tools that reduce customer friction as well as decrease fraud losses.
- Establish and manage a phone number authentication roadmap/strategy across all customer facing channels to evaluate the risk (porting, sim swap, forwarding, age of mobile identity, etc.) of using a phone number as an authentication method (one-time passcode, outbound call, inbound ANI match, & two-way text transaction verification).
- Evaluate vendor authentication solutions to examine their true capabilities of detecting fraud/reducing customer friction. Build financial business cases to understand the return on investment (operation cost & fraud loss reduction) including measuring an implementation's success.
Re-Engineering Senior Process Engineer VP
Citigroup
04.2014 - 10.2015
- Partnered with all business functions within Retail Services to deliver transformational opportunities that reduced cost, increased efficiency, and improved customer experience.
- Facilitated end-to-end implementation through the project management life cycle; identifying significant opportunities that created improvements for customer service, collections, fraud, digital servicing, and the customer.
- Provided improvements through process mapping, data collection, data analysis, financial analysis, solution/redesign, senior level presentation/approval, project/program execution, and benefit realization.
Senior Program Manager- Enterprise Change VP
Bank of America
08.2011 - 04.2014
- Enabled the successful delivery of critical change across the enterprise by establishing program, project, and release standards (policies).
- Partnered with technology and the businesses to develop a change condition model that was adopted companywide to mitigate enterprise wide implementation risks.
- Identified solutions, managed risks, and developed reporting for enterprise technology changes.
Senior Program Manager / Implementation Manager VP
Bank of America
01.2011 - 08.2011
- International short-term assignment in London, U.K. that facilitated an end-to-end program management that migrated legacy banking systems to an enterprise oracle platform.
- Responsibilities included defining requirements, controlling scope, program management, supervising resources (internal teams, client resources, and vendors), coordinating testing, resource forecasting, overseeing the program management office (PMO), managing the budget, and transitioning ownership back to the business.
Senior Project Manager VP
Bank of America
02.2009 - 01.2011
- Project manager for two significant Merrill Lynch acquisition initiatives. I supervised technology service providers (including external vendors) across several lines of business and coordinated feedback/approval from various key stakeholders (including legal, compliance, and marketing).
- Project manager for the branding architecture rebrand initiative that supported the introduction of new company brands, logos, and disclosures within the Voice Response Units (VRU) and customer facing online applications.
- Project manager for the enterprise wide client cross sale referrals program that migrated Advisory Salesforce applications into a proprietary global referrals engine/database.
Technology Manger Desktop Support VP
Bank of America
03.2006 - 02.2009
- Managed a desktop & Helpdesk support technology team that supported Wealth and Investment Management, Global Technology Services, Global Corporate Investment Banking, and Executive support across all Lines of Business.
- Managed direct reports (exempt), indirect matrixed reports, as well as outside consultants, including development, hiring, terminating, talent planning, compensation, and goal setting as part of their performance and development.
Desktop Support Sr Analyst-Generalist / Analyst II-Generalist AVP
Bank of America
09.2001 - 03.2006
- Day to day hardware and application technology support.
DMAC Deployment, Moves, Adds, & Changes AVP
Bank of America
08.2000 - 09.2001
- Coordinated planning, scheduling, and execution of employee and server moves to optimize workspace utilization.
Education
Bachelor of Science - School of Information Technology
Purdue University
Associate of Science - School of Information Technology
Purdue University
Project Management Certification -
DePaul University
Certified Scrum Product Owner -
ScrumAlliance
Six Sigma Greenbelt -
Skills
- Fraud Prevention & Authentication
- Issue, Risk & Controls Management
- Process Reengineering & Business Optimization
- Change Management & Stakeholder Readiness
- Agile / Waterfall Program Delivery (Jira / Confluence)
- Business Case / Cost Optimization
- Workforce Management & Capacity Planning
- Vendor Relationship Management & Evaluation
- Coaching, Mentoring & Team Development
- Quality Assurance, UAT/SIT & Production Validation
Timeline
Fraud Strategy Director
Bank of Montreal
04.2022 - Current
Omni Channel Re-engineering Portfolio Owner –SVP
Citigroup
05.2019 - 04.2022
Call Center Product Owner –SVP
Citigroup
08.2018 - 05.2019
Authentication Fraud Prevention Manager VP
Citigroup
10.2015 - 08.2018
Re-Engineering Senior Process Engineer VP
Citigroup
04.2014 - 10.2015
Senior Program Manager- Enterprise Change VP
Bank of America
08.2011 - 04.2014
Senior Program Manager / Implementation Manager VP
Bank of America
01.2011 - 08.2011
Senior Project Manager VP
Bank of America
02.2009 - 01.2011
Technology Manger Desktop Support VP
Bank of America
03.2006 - 02.2009
Desktop Support Sr Analyst-Generalist / Analyst II-Generalist AVP
Bank of America
09.2001 - 03.2006
DMAC Deployment, Moves, Adds, & Changes AVP
Bank of America
08.2000 - 09.2001
Bachelor of Science - School of Information Technology
Purdue University
Associate of Science - School of Information Technology
Purdue University
Project Management Certification -
DePaul University
Certified Scrum Product Owner -
ScrumAlliance