Marci Vaughn
Summary
Dynamic fraud detection analyst with strong problem-solving abilities, eager to embrace new challenges while advancing organizational objectives with dedication and enthusiasm. Committed to enhancing organizational integrity, growth, and ensuring the alignment with strategic objectives. Dedicated to continuous learning and contributing to team success and driving positive results through collaboration and innovation to make a meaningful impact.
Overview
6
6
years of professional experience
Work History
Fraud Credit Card Detection, Sr. Fraud Analyst II
Bank of America
Phoenix, AZ
10.2022 - Current
- SME (Subject Matter Expert), this achievement was awarded for the willingness to help others, identifying system errors that effect agents, i.e. complaint tool, scoreboard, and quality reviews. The responsibilities consist of side by sides to see where there are opportunities for improvement, and growth when working accounts, i.e. review, process, and speed. Available for agents to reach out and ask for help. Pulling NATF'S/block defect accounts for each agent, and emailing them for self-review to see what can be done differently when reviewing accounts. Monitor credit card detection MatterMost team chat, for agents who need a manger override on accounts with charges over $500. Put together PowerPoints for quality, complaint and KAP fails to present for review during team Huddle. Assist team manager with other assigned tasks. Create a monthly team newsletter.
- Improved the productivity of quality fails for the complaint tool. After reviewing the quality fails, there was a pattern as to why agents were getting quality fails. The system was populating incorrect subcategories for certain complaint types chosen by the associate. When the quality team reviewed the complaints, the agents lost points because the quality team was looking at the subcategories the system generated and not what the agent chose for the complaint. After gathering the documentation that was found, it was submitted to my manager and site leader, advising them the reasons for the quality fails. With this input quality scores improved.
- Currently have four Speak-Up submissions, one for agents to have the ability to delete digital wallets on client's accounts,
- Team Officer, this certificate was achieved by going above and beyond to help others, and team manager.
- When an account transaction history does not match clients regular spending pattern and have aggressive usage this is a red flag and prompts to do a deeper dive into the account. Looking at phone numbers that have called to service the account. The location of charges, how charges were paid for, and if there is any history with the merchants. Once research and analyzing is complete contact with the client is made to review all suspicious transactions on account.
- When assisting a client with a suspected fraudulent charge and the client is not sure what the charge is, then a Google search merchant is completed to see if the description helps client remember. Also, asking questions if client made any charges around the time of the charge. Taking the time to review the account with the client, asking questions, gathering as much information about the suspected fraudulent charge for the client helps the client remember if the charge was theirs.
Fraud Deposit Detection, Sr. Fraud Analyst II
Bank of America
Phoenix, AZ
01.2021 - 10.2022
- Responsible for analyzing and researching clients account activity to evaluate the risk of fraud activity. Assess the risk level of the account based on research, judgement and resolve based on information found.
- Client was upset because the check that was deposited into his account was returned and he wanted to know why. Client proceeded to say he has been a long-time customer and there should not be any reason for the check to decline. Attempted to answer client's questions, however he continued to fire question after question. After being quite for a few minutes while letting client express his feelings, he finally said are you still there? The response was yes, I am, he asked why I was not talking, explained that I was listening to what he was saying. I apologized to him for the check being returned. I told him I understand how frustrating it is when you are expecting some money and cannot access it. I told him I would be frustrated as well, and that I was sorry he had to have this experience. I then explained the check was returned because it was a fraudulent check, and provided him with the details of why it was fraudulent. By the end of the call, he apologized for his behavior, I said thank you, and there is no need to apologize you were upset and that is understandable.
Inbound Fraud Client Services Representative, Sr. Fraud Analyst II
Bank of America
Phoenix, AZ
09.2019 - 01.2021
- Review transactions with clients to verify if activity is valid or fraudulent. With providing empathy, sympathy, and compassion while meeting their individual needs and concerns regarding their account.
- Client was having problems using their debit card, client said the card keeps getting declined, I explained the card was locked that is why the charges are not being approved. She then remembered she locked the card through the mobile app, but cannot remember how to unlock it. I offered to email her the step-by-step instructions, or I would be more than happy to stay on the phone and walk her through the steps so she could use the card now for her charge. She was very appreciative of me walking her through the steps instead of just sending the email
Education
Bachelor of Science - Human Resources/Management
University of Phoenix
Phoenix, AZ09-2012
Associate of Science - Human Services
Riverside Community College
Riverside, CA06-2010
Skills
- Fraud prevention
- Tableau
- Teamwork and collaboration
- Problem-solving abilities
- Attention to detail
- Adaptability and flexibility
- Information gathering
- Fraud policy enforcement
- Investigative techniques
- Fraud process improvement
- Verbal and written communication
- Procedure review
- Fraud detection
Timeline
Fraud Credit Card Detection, Sr. Fraud Analyst II
Bank of America
10.2022 - Current
Fraud Deposit Detection, Sr. Fraud Analyst II
Bank of America
01.2021 - 10.2022
Inbound Fraud Client Services Representative, Sr. Fraud Analyst II
Bank of America
09.2019 - 01.2021
Bachelor of Science - Human Resources/Management
University of Phoenix
Associate of Science - Human Services
Riverside Community College
Awards
- Pinnacle Honors Award 2024-for submitting a technology issue f or the credit card space to Speak Up with a solution to fix the technical issue. The issue was when an account needed a manger override the client would receive an alert to verify the charge valid or fraud. When the client verified charge as valid and tried the charge again it was declined causing an unpleasant experience for the client. Not only did my submission to Speak Up changed the credit card space it fixed the problem in the debit card space. My submission has been approved and is in process of being implemented.
Groups
- Future Leader Program
- Power of 10 Mentor Program
- Career Pillar