MATTHEW PHILLIPS
Fishers,IN
Summary
Customer-focused fraud and payments professional with experience in investigations, chargeback reduction, payment processing, and account support across diverse client groups. Known for resolving issues, reviewing suspicious activity, and improving service quality while supporting smoother daily operations and stronger member experiences.
Overview
9
9
years of professional experience
Work History
Manager in Training
FORUM Credit Union
Indianapolis, Indiana
05.2026 - Current
- Supported daily credit union operations, developing leadership, team management, and member service skills to enhance member experience
- Assisted with relationship management and recommended tailored financial products to meet diverse member needs
- Coordinated opening and closing procedures for branch teams.
Senior Fraud Investigator
Underdog
Fishers, IN
04.2025 - 02.2026
- Conducted comprehensive investigations of complex fraudulent activities, resulting in significant loss mitigation for the company
- Utilized investigative software to identify and analyze patterns of fraudulent behavior, enhancing detection capabilities
- Prepared detailed investigative reports for internal stakeholders and regulatory review, ensuring compliance and informed decision-making
Fraud & Payments Associate
Underdog
Fishers, IN
01.2024 - 04.2025
- Monitored player transactions to detect suspicious activity and mitigate potential fraud
- Processed customer withdrawals across multiple payment methods to ensure accuracy and compliance
- Identified high-risk behavior to lower chargeback rates and enhance transaction security
Payments & Fraud Analyst
PointsBet
Denver, CO
08.2021 - 01.2024
- Identified fraud trends and mitigated risk of losses through targeted analysis
- Reviewed customer profiles with analytics team to determine customer value and inform risk strategies
- Collaborated with customer support to resolve payment issues and lift account restrictions
Senior Customer Experience Associate
DraftKings
Las Vegas, NV
01.2021 - 08.2021
- Engaged with VIP-level customers to deliver exceptional service and enhance customer satisfaction
- Collaborated with marketing, fraud, player protection, and operations teams to facilitate seamless interdepartmental support
Customer Experience Associate
DraftKings
Las Vegas, NV
07.2019 - 01.2021
- Assisted DraftKings' Sportsbook and Daily Fantasy users via email and live chat, resolving account issues, guiding bets and contests, and addressing inquiries.
Client Service Associate
Charles Schwab
Indianapolis, IN
03.2018 - 03.2019
- Worked directly with clients of Charles Schwab Bank with a wide range of requests and answered any questions about products or services
Business Development Manager
The SpyGlass Group LLC
Westlake, OH
07.2017 - 03.2018
- Made initial contact with company CFOs and other executives to introduce SpyGlass' services and established follow-up meetings
Education
Bachelor's Degree - Marketing
Ball State University
05-2017
Skills
- Customer Experience
- Conflict Management
- Payment Operations
- Fraud Analysis
- Risk Mitigation
- Data Evaluation
- Fraud Investigation
- CRM Software
Timeline
Manager in Training
FORUM Credit Union
05.2026 - Current
Senior Fraud Investigator
Underdog
04.2025 - 02.2026
Fraud & Payments Associate
Underdog
01.2024 - 04.2025
Payments & Fraud Analyst
PointsBet
08.2021 - 01.2024
Senior Customer Experience Associate
DraftKings
01.2021 - 08.2021
Customer Experience Associate
DraftKings
07.2019 - 01.2021
Client Service Associate
Charles Schwab
03.2018 - 03.2019
Business Development Manager
The SpyGlass Group LLC
07.2017 - 03.2018
Bachelor's Degree - Marketing
Ball State University