Monica Cole
Kansas City
Summary
Dynamic Enterprise Fraud Prevention/Claims Manager with a proven track record at UMB Bank, enhancing fraud recovery rates and ensuring regulatory compliance. Expert in risk assessment and team leadership, driving operational efficiencies while fostering exceptional customer service. Adept at data analysis and vendor management, delivering impactful results in high-stakes environments.
Overview
15
15
years of professional experience
Work History
Enterprise Fraud Prevention/Claims Manager, AVP
UMB Bank
Kansas City
01.2022 - Current
- Providing strong leadership to multiple teams with accountability to detect, prevent, and process claims regarding fraud for various lines of businesses, multiple products, and a broad spectrum of fraud types (wire, ACH, checks, deposits, online banking, ID Theft and account takeovers on credit and deposit accounts)
- Communicates regularly with peer banks and industry organizations to maintain awareness of industry risks and trends
- Support the analysis and assessment of external vendors
- Ensures compliance with all regulatory requirements. Reg E, Reg Z , Reg CC, NACHA.
- Works closely with product partners to identify new product fraud risks and develop/implement appropriate controls and safeguards to effectively mitigate risk
- Partner with our legal group on any legal matters regarding fraud
Customer Experience Manager, AVP
NBKC Bank
Kansas City
01.2021 - 01.2022
- Led a team of customer experience specialist to ensure the highest lever of customer service is met on all communication platforms including phone, email and chat.
- Coaching and training on all banking products and policies.
- Ensured all bank policies and procedures were followed.
- Regularly reviewed current process to find efficiencies
Client Relations and Operations Manager
SS&C
Kansas City
01.2019 - 01.2021
- Led a team of data analyst by ensuring the company’s products, data enrichment, services, and business offerings are accurate and compliant with regulatory requirements
- Develop short and long-term business plans consistent with the needs and priorities of the business and its customers
- Accountable for analyzing and identifying regulatory, financial, and operational risk for the organization.
Fraud Case Processing Department Manager
US Bank
Overland Park
01.2010 - 01.2019
- Strategically increased fraud recovery from a 69% recovery rate to a 74%
- Led and directed a department of 6 managers and 100+ staff employees in an operations processing environment to achieve a high level of customer service and meet regulatory and business guidelines
- Interacted with individuals at multiple levels of the organization to ensure the customer’s and employee’s needs are met
- Managed all department H.R. and recruiting efforts
Education
Associates of Applied Science -
High Tech Institute
Kansas City, Missouri10.2005
Skills
- Fraud detection
- Regulatory compliance
- Risk assessment
- Claims processing
- Data analysis
- Vendor management
- Customer service
- Team leadership
- Communication skills
- Training and development
Timeline
Enterprise Fraud Prevention/Claims Manager, AVP
UMB Bank
01.2022 - Current
Customer Experience Manager, AVP
NBKC Bank
01.2021 - 01.2022
Client Relations and Operations Manager
SS&C
01.2019 - 01.2021
Fraud Case Processing Department Manager
US Bank
01.2010 - 01.2019
Associates of Applied Science -
High Tech Institute
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