McKayla Smith
Fairview,OR
Quote
Questions confine answers. When there are no longer questions, answers are no longer bound by them.
Lao Tzu
Overview
17
17
years of professional experience
6
6
Years of extensive experience as a Technology Fraud Investigator
Summary
Highly skilled and passionate Risk Management and Compliance Professional, touting 16 years of dedicated employment in the banking industry, within a variety of fast-paced, detail-oriented departments. A self-motivated team player with an inquisitive nature and meticulous attention to detail, working the last 6 years as a Technology Fraud Investigator, promoting exemplary skills in fraud pattern detection, conducting thorough investigations of various fraud typologies, and producing detailed investigative summary reports with actionable risk-mitigating recommendations. Demonstrated ability to quickly learn and apply new knowledge and skills, ensuring high-quality work from the start. Actively seeking a full-time position with an employer that values employees' individual strengths, while providing professional challenges, room for growth, and opportunities to make meaningful contributions.
Work History
Technology Fraud Investigator
US Bank National Association
Gresham, OR
07.2017 - 01.2024
- Conducted thorough investigations involving various fraud typologies including account takeover, mass marketing scams, elder financial exploitation, ATM skimming and large-scale cashout activity stemming from debit card and credit card compromise events, as well as merchant terminal compromises.
- Gathered and analyzed necessary details and information from investigation referrals to identify unusual activities; consistently demonstrated a keen instinct for fraud detection by uncovering multiple large-scale fraud rings.
- Assessed the complexity of cases to prioritize investigations and contacted customers directly to address fraudulent activities and assess risks.
- Prepared and maintained detailed investigative records, including articulate case notes and relevant supporting documentation, producing detailed reports and case summaries with recommendations for further action.
- Maintained compliance with federal, state, and local laws while identifying emerging fraud trends and addressing potential inadequacies in internal processes.
- Collaborated with team members to discuss cases, fraud trends, and innovative investigation methods, fostering a proactive and informed approach to fraud investigation and regulatory reporting
E-Fraud Monitoring and Deposit Fraud Prevention
US Bank
06.2014 - 07.2017
- Monitored same-day and live ATM and mobile banking activities for signs of first party fraud, money laundering, elder financial exploitation, altered or fictitious items of deposit, scam activity and ID Theft.
- Analyzed financial transactions and customer information to identify discrepancies, find anomalies and suspicious patterns of activity, often identifying incidents of fraud in-progress including large scale cash out events.
- Provided support and guidance to new employees and peers.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Conducted interviews with participants to assess eligibility.
Fraud Liaison Center Operations Analyst
US Bank
09.2010 - 06.2014
- Assessed fraud liaison customer service representative's performance to identify areas for improvement.
- Supported supervisor and associated team members to maintain system functionality.
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Quality assurance auditing of outgoing fraud affidavits, collaborating with other business lines to resolve ongoing customer filed fraud cases
- Researching and assisting with responses to OCC complaints, contacting customers to assist in research or resolution of fraud cases.
- Participated in the training of new Fraud Liaison Center Customer Service Bankers.
24hr Banking and Fraud Liaison Customer Service
US Bank
06.2007 - 09.2010
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences by delivering fast, friendly customer service delivering fast, friendly customer service.
- Maintained superior working knowledge of current products and services in order to actively expand customer relationships.
- Responded to customer requests for products, services, and company information, assisting them with navigating bank systems, completing transactions, updating account information to maintain accurate records. and opening or closing accounts..
- Processed various transactions with accuracy according to bank standards and legal requirements.
- Provided high quality customer service for the Fraud Liaison Center by responding to inquiries, requests and problems, as well as assisting with the resolution of errors, filing fraud claims and answering questions regarding ongoing claims.
Skills
Technical Skills
- Proficient in computer navigation using various end-user reporting tools and software applications, including SQL, Actimize, and Microsoft Office
- Skilled in writing comprehensive reports and various business correspondence
- Proficient in auditing and investigative techniques with an in-depth working knowledge of fraud detection, prevention, and reporting
- Intermediate knowledge and understanding of applicable laws, regulatory trends, and industry standards relevant to claims and customer service
- Detail-oriented with general experience in data analysis and management
Interpersonal and Soft Skills:
- Self-motivated with a strong sense of personal responsibility
- Demonstrated ability to manage highly confidential and sensitive information
- Ability to prioritize and practice excellent time management skills to meet deadlines
- Exceptional interpersonal, verbal, and written communication skills, focusing on maturity and tact, with the ability to be diplomatic and persuasive in situations requiring those qualities
- Keen observational skills to proactively identify, respond, and escalate risks and gaps, with a focus on proposing solutions to enhance company effectiveness and minimize losses
- Commitment to excellent customer service aligned with Core Values
- Experience collaborating with regulatory agencies
- Ability to tolerate and maintain composure under stressful and/or confrontational situations
Notable accomplishments
- 2023: My highly developed investigative instincts and dedicated integrity recently led me to exposing a large and intricate fraud ring operating fraudulent healthcare related businesses and targeting government healthcare services. The subsequent escalation of my findings to the appropriate law enforcement agency led to a promptly launched investigation, fueled by my extensive and meticulous work, and praise for my unwavering dedication to the fight against fraud, highlighting my ability to make principled decisions with positive outcomes for both the organization and the broader community.
- 2017-2019: Received multiple recognition certificates for participating in high-profile projects, training, testing, and for being considered an overall subject matter expert and "go-to" person for our investigative team.
- 2011: Annual Pinnacle Award winner for performance rating ranked in the top 5% of the bank.
- 2010: Awarded the opportunity to travel and work for a week at the newly opened call center location in Kansas, assisting with the training and mentoring of 3 new teams of customer service representatives and their Team Leads.
- 2009, 2010 and 2011: Quarterly Pinnacle awards for performance.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Education
High school Diploma -
Reynolds High School
Troutdale, OR2006
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