MARCUS ROSE

Role Overview: Lead a dedicated fraud prevention team of six professionals in safeguarding the credit union's assets and member accounts from fraudulent activities. Spearheaded the establishment and enforcement of fraud prevention policies and procedures, while serving as the primary point of contact for all fraud-related matters within the credit union.

Key Responsibilities:

• Team Leadership: Supervised and mentored a team of six fraud prevention specialists, fostering a collaborative environment and ensuring high performance standards in fraud detection and prevention.
• Fraud Detection & Investigation: Developed and implemented advanced fraud detection techniques, including data analysis and transaction monitoring, to identify and mitigate fraudulent activities effectively.
• Policy Development: Crafted and enforced comprehensive fraud prevention policies and procedures, continuously updating them in response to emerging fraud trends and regulatory changes.
• Risk Assessment: Conducted regular risk assessments and vulnerability analyses to proactively address potential fraud risks and enhance the credit union's fraud prevention strategy.
• Training & Development: Delivered ongoing training and development programs for the fraud prevention team, enhancing their skills in fraud detection, investigation, and compliance.
• Cross-Department Collaboration: Worked closely with other departments, including compliance, IT, and member services, to integrate fraud prevention measures across the credit union's operations.
• Reporting & Documentation: Prepared detailed reports on fraud incidents, investigations, and trends for senior management, providing actionable insights and recommendations for improving fraud prevention efforts.
• Member Education: Engaged with credit union members to raise awareness about fraud risks and best practices for protecting their accounts, enhancing overall member security, and trust.

• Managed team structured with 2 Team Leads and 15 Credit Corrections Analysts.
• Evaluated team member work for quality, ethics, and compliance with project specifications.
• Oversee intake of ACDV credit bureau disputes through E-Oscar.
• Present with external clients and credit reporting agency contacts to resolve high-level reporting issues.
• Identified system (MSP) gaps and address with external contacts that manage mainframe system utilized by company.
• Maintained oversight on project management for the department.
• Developed and implemented research strategies to meet organizational objectives.
• Conducted statistical analysis on collected data to identify patterns in consumer behavior.
• Drafted reports summarizing research findings and presented them to management team.
• Facilitated communication between internal stakeholders such as product managers, sales personnel and finance teams regarding research results.

• Identified procedural gaps within the Fraud line of business to implement customer impact-based positive change.
• Worked in the Executive Office, handling customer escalations related to credit card fraud issues.
• Provided extensively detailed written responses to the Executive Office to demonstrate research conducted on escalations.
• Completed project-based work within required deadlines.
• Managed service levels and Branch and Executive Office Complaints to meet monthly service level goals.
• Provided onboarding and continued training to new hires who joined the team.
• Hosted monthly meetings with the Executive Office and business partners within Fraud to drive process improvement across all Fraud departments.
• Researched and analyzed customer feedback to identify areas of improvement.
• Coordinated with other departments to ensure efficient workflow processes.
• Implemented all line of business procedural changes into the complaints review process.
• Monitored accounts for potential risk to bank to minimize fraud losses.
• Detected indications of money laundering and escalate to AML/Anti Money Laundering department.

• Processed indirect and direct credit bureau disputes from customers that have filed complaints with credit reporting agencies and/or firm (ACDV's and CDV's).
• Entered complaints into Chase's intake system for tracking.
• Adhered to FCRA regulations to report accounts properly to credit reporting agencies.
• Exceeded production and quality goal requirements.
• Reviewed procedures for potential gaps to report issues to management.
• Trained to review credit reporting agency details for credit card accounts Experian, Equifax, TransUnion, Innovis).

• Joined firm at entry-level role as Specialist I for Consumer Card Fraud Prevention.
• Performed outbound calls to customers to verify activity on credit card accounts.
• Maintained top-performing production goals during tenure.
• Moved to Business Card Fraud Prevention into Senior Specialist I role.
• Trained offshore division leads and trainers in Fraud Prevention review process.
• Piloted fraud alerting technology in Business and Consumer Card.
• Assessed customer needs and developed solutions to meet those needs.

• Processed loan contracts for personal loans and vehicle title loans.
• Handled inbound and outbound customer service calls.
• Helped store management meet standards of service and quality in daily operations.
• Completed daily spreadsheet reports at the end of the shift and reported them to management.
• Prepared loan files for external and internal auditors.
• Established effective employee schedules, delegated tasks to take advantage of individual abilities, and met expected demands.
• Provided on-the-job training to new staff members.
• Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
• Collaborated with management to plan special events or promotions.
• Completed opening and closing duties to facilitate business operations.