Krista Wilson

As the ECG team leader, I'm responsible for managing a team of Card Fraud Investigators who complete investigations for retail, small business, commercial card, and HELOC claims. As well as additional tasks such as filing SARs and managing ATM skimming events.

Responsibilities include:

• Providing oversight of all card claims.
• Ensuring that all claims are completed within Regulation and company standards.
• Completing monthly KPMs timely.
• Completing interim and annual PMPs for direct reports.
• Implementation of new case management system and card processor.
• Create and maintain group procedures.
• Keep abreast of fraud trends and make recommendations for changes, to improve efficiency, etc.
• Maintain a complete understanding of fraud types, fraud detection tools and current scams.

As an ECG First Level Officer, my primary objective is to assist the Team Leader in leading an efficient, knowledgeable, structured and organized team to complete daily responsibilities within the Regulation E guidelines.

• Investigate high dollar claims that include the completion of SAR filing and Management Notifications.
• Coach, mentor, and train other team members.
• Assist with testing and implementation of new case management systems.
• Support the ECG Team Leader in ensuring all work, provisional credit and claim determinations, is completed in accordance with the Regulation E guidelines.
• Assist with daily/weekly/monthly reporting.
• Manage the retail and commercial card caseloads by assigning alerts and cases and monitoring the work baskets to make sure all claims are completed by their due dates.
• Provide back up support in the ECG Team Leader’s absence.

As an ECG Investigator, it is my responsibility to investigate and close MasterCard Commercial Card, MasterCard Retail and ACH claims and prevent losses to Comerica while following the Regulation E guidelines.

• Identify and prepare the appropriate charge offs, chargebacks, and customer documentation for review
• Investigate claims to identify points of compromise and trends, and make recommendations to mitigate further losses
• Interact with law enforcement to achieve successful prosecution in fraud cases
• Assist in the development and implementation of processes and procedures
• Proactively respond to card information database breach situations to protect customers and the bank from losses

As a Fraud Resolution Center Investigator, my objective is to assist customers with check fraud claims, investigate cases created due to fraud losses, prevent further loss and recover funds on cases where a loss has occurred.

• Efficiently and accurately investigate check fraud claims initiated through the ACD line.
• Locate and recover funds associated with previous losses.
• Identify and file SARs.
• Research and identify potential fraud on returned deposited items and exception items.
• Preventative action steps on potential and confirmed fraud situations.
• Conduct customer interviews by phone.
• Assist law enforcement with ongoing fraud cases.
• Assist possible victims of Identity Theft through the utilization of ITAC.
• Prepare notification letters to attempt to recover losses before resulting in outside collection efforts.
• Offer guidance to Banking Centers with suspicious customer accounts.

While assisting the ACO/Recovery Group, some responsibilities included:

• Assist customers and Banking Centers with Automatic Charge Off accounts.
• Input payments in Telecheck Recovery Services database daily.
• Process payments to closed accounts.
• Research customer disputes of accounts reported to collection agencies.
• Complete Bankruptcy report daily.
• Investigate and respond to Chexsystem disputes.

Customer Service Representative in the Banking Centers.