Melissa Lynch
Anaheim
Overview
23
23
years of professional experience
Work History
Fraud & Risk Analyst
Mercari
Irvine, Ca
2021.06 - Current
- Effectively review and investigate real time queued transactions and listings to identify fraudulent behaviors by interpreting complex and sensitive data while meeting all departmental SLAs
- Utilize wide variety of internal and external systems and tools for gathering data and documenting incidents
- Prepare regulatory reports, questionable activity referrals (QARs), and suspicious activity reports (SARs)
- Analyze behaviors for potential AML related activity and conduct investigations to evaluate risk
- Contact users in an effort to verify activity, mitigate loss, and provide appropriate communication to them on policies
- Manage high impact investigations and issues as necessary
- Collaborate professionally with internal teams on fraud and payments matters
- Analyze large amounts of data to find patterns of fraud and anomalies
- Conduct KYC checks and complete Enhanced Due Diligence consistent with financial crime compliance policies
Fraud Manager
Carbon38
Culver City
2019.06 - 2021.06
- Launched fraud department managing all fraud analysis, detection, and prevention
- Assisted in developing strategy of fraud response team and participate in the execution of the strategy
- Analyzed data to identify fraud trends and proactively take action to improve efficiency and reduce time to identify new fraud techniques, tactics and procedures
- Implemented standard AML procedures and processes
- Created KYC and Enhanced Due Diligence program
- Worked with cross-functional teams across company for collaboration on fraud risks and investigations
- Developed measurable benchmarks and reporting to evaluate team direction and progress
- Identified operational inefficiencies, improved processes, automated tasks and partnered with cross functional teams to develop new solutions
- Created SOPs and policies for fraud investigations and ensure policies and procedures are kept current
- Managed all chargeback queues reducing chargebacks by 88% in just 3 months after applying SOPs
- Analyzed large amounts of data to find patterns of fraud and anomalies
Fraud Analyst
J2 Global Inc.
Hollywood
2013.11 - 2019.06
- Analyzed and reviewed fraud reports including the required analysis to detect patterns and identify trends to mitigate risk; leveraging tools from both vendors and internal applications
- Minimized fraud loss and chargeback rates through prevention, detection and investigation of fraudulent or suspicious transactions and accounts
- Performed AML investigations and compliance reviews
- Supported KYC processes for prospective and existing customers
- Handled all aspects of dispute process in compliance with Visa, Discover, MasterCard and American Express rules and regulations
- Researched and analyzed all reported chargeback cases and make recommendations to improve business processes associated with online credit card fraud and chargebacks
- Monitored real time fraud queues and identified high risk transactions within the business portfolio
- Interacted with banks and customers to validate information and to confirm or cancel authorizations
- Identified system improvements to prevent fraudulent activities
Customer Service Manager
J2 Global
Hollywood, Ca
2013.05 - 2013.11
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Interviewed and hired potential candidates
- Conducted performance reviews and disciplinary action
- Established and updated work schedules to account for changing staff levels and expected workloads
- Prepared reports and communicated to senior management call center KPI's and customer satisfaction results
- Created training material and performed soft skills and upsell revenue generation training
- Worked consistently to reduce resolution time and improve customer satisfaction rates
Customer Service Manager
JustFab
El Segundo, Ca
2007.09 - 2013.05
- Launched call center from initial start-up to fully operational
- Devised and published KPI metrics to measure organization's success in delivering world class customer service
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Maintained staff through recruitment, training, and performance management
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
Mortgage Sales Supervisor
ING Direct
Santa Monica, CA
2004.02 - 2007.09
- Led the delivery and effective execution of the mortgage sales strategy and ensured that sales efforts are aligned with ING's overall customer and business objectives
- Handled day-to-day running of Mortgage Sales Department, ensuring high levels of productivity and progression
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies
- Provided effective leadership and coaching to the respective Mortgage Lending team
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Acquired new customers, converting inbound mortgage customer calls to committed applications
- Provided financial loan plan to customers by assessing overall financial status and understanding their needs
- Developed and implemented strategies to maximize mortgage sales and client acquisition
- Assisted team in identifying opportunities to cross-sell and/or refer additional financial tools and services
Education
Bachelor Degree - Business
Chapman University
Orange, CACertification - Certified Anti-Money Laundering Specialist
ACAMS
Online10.2022
Skills
- Leadership & Supervision
- Risk Mitigation
- AML
- KYC
- Fraud Prevention & Detection
- Chargeback/Dispute resolution
- Creating fraud prevention rules & Alerts
- SARs & QARs
- Exceptional attention to detail
- Strong problem solving aptitude
- Data Analysis
- Critical decision-making skills
- Excellent written and verbal communication
- Exceptional customer service
- Pivot Tables & VLOOKUP
- MS Office expert
- Training and mentoring
- Accertify
- Chase Paymentech
- Sift Science
- Signifyd
- Kount
- ZenDesk
- Adyen
Timeline
Fraud & Risk Analyst
Mercari
2021.06 - Current
Fraud Manager
Carbon38
2019.06 - 2021.06
Fraud Analyst
J2 Global Inc.
2013.11 - 2019.06
Customer Service Manager
J2 Global
2013.05 - 2013.11
Customer Service Manager
JustFab
2007.09 - 2013.05
Mortgage Sales Supervisor
ING Direct
2004.02 - 2007.09
Bachelor Degree - Business
Chapman University
Certification - Certified Anti-Money Laundering Specialist
ACAMS
Summary
Insightful Professional with 18 years of managerial experience, directing and improving operations through effective employee motivational strategies and strong policy enforcement. Experienced and motivated Fraud & Risk Analyst touting nearly 10 years of expertise investigating suspicious activity, AML, and chargeback management for E-commerce organizations. Proficient in best practices, market trends and regulatory requirements of multiple industries. Detailed-focused promoting exemplary skills in project management, analytics, customer service, sales and fraud pattern detection.
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