Michael Myers
Summary
Dedicated risk agent with extensive experience in the FinTech industry handling Reg-E/Reg-Z dispute resolution, fraud prevention and a background in customer satisfaction/technical support. Adept at pattern recognition, identifying and adapting to fraud trends to avoid brand risks and ensuring a smooth, reliable experience for customer bases.
Overview
8
8
years of professional experience
Work History
Risk Operations Team Leader
Imprint
06.2025 - Current
- Served as first team lead of the dispute operations team within Imprint's Risk org, responsible for leading and managing dispute operations agents, maintaining documentation related to SOPs, creation of training materials, monthly reporting to bank partners and ensuring disputes are resolved within acceptable regulatory timeframes
- Oversaw the implementation of the CASAP dispute management system, assisted with updating policies, external communication templates
- Created training programs for Ubiquity contract employees, assisted with weekly QA reviews for dispute handling accuracy, and supported agents in maintaining consistent productivity levels.
- Regularly collaborated with customer support, payment, engineering and compliance teams to mitigate large scale issues and enhance existing risk policies and procedures
Dispute Operations
Imprint
02.2023 - 06.2025
- Served as a founding member of the disputes operations team, establishing core practices in dispute handling and the creation of internal operating procedures to maintain regulatory compliance (Reg-Z)
- Investigated fraud and merchant dispute claims by reviewing customer accounts for first party fraud indications, filing chargebacks, and manually reviewing representment documentation to ensure compliance and protect company assets
- Identified and tracked fraud trends related to account compromise, first party fraud, card scams, and dispute abuse policies, providing insights to strengthen prevention strategies
- Assisted in creating and refining Imprint's account closure policy for first party fraud, credit line manipulation, and dispute abuse, enhancing regulatory compliance and risk management
Risk Agent/Technical Writer
Venmo
04.2019 - 06.2022
- Investigated Reg-E disputes by reviewing user accounts for indications of fraud traits, utilizing internal tools, external information and story based analysis
- Identified and mitigated fraud trends related to account compromise, bank/card fraud, scams and policy abuse
- Resolved 25-40 claims daily and managed side projects for the department.
- Audited unresolved and improperly handled fraud claims every 30 days
- Created and maintained confluence wiki to keep agents in compliance with departmental operating procedures including step-by-step walkthroughs and best practices
Frontline Technical/Customer Support
Venmo
06.2018 - 04.2019
- Delivered real-time technical support to users via phone, email, and chat, ensuring timely resolution of issues and enhancing user satisfaction.
- Educated users on app features and onboarded new users, identifying and implementing process improvements for internal efficiency.
- Recruited for pilot projects intended to manage contact queue overflow by locating, merging and handling duplicate contacts
Education
Bachelor of Arts (BA) - English Language and Literature
University of Illinois Chicago
01-2012
Skills
- MasterCard Dispute Resolution
- Visa Dispute Resolution
- Amex Dispute Resolution
- Dispute management programs
- Sentilink/LexisNexis experience
- Project management
- Policy writing
- Team leadership
- Basic SQL
- Microsoft Office
- Google Workspace
- Interpersonal communication
Timeline
Risk Operations Team Leader
Imprint
06.2025 - Current
Dispute Operations
Imprint
02.2023 - 06.2025
Risk Agent/Technical Writer
Venmo
04.2019 - 06.2022
Frontline Technical/Customer Support
Venmo
06.2018 - 04.2019
Bachelor of Arts (BA) - English Language and Literature
University of Illinois Chicago