Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Quote
Timeline
Qualifications
OfficeManager
Rachel McMillin

Rachel McMillin

San Antonio,TX

Summary

Dedicated and results-driven professional with a proven track record in risk management, fraud prevention, and fraud investigation within the financial services industry. Seeking a challenging role where I can leverage my expertise in identifying fraud trends, driving process improvements, and providing strategic recommendations to enhance fraud prevention measures. Demonstrated ability to communicate effectively, build relationships, and provide leadership in fast-paced, purpose-driven environments.

Overview

16
16
years of professional experience

Work History

Manager, Risk & Controls

USAA
04.2023 - 12.2023
  • Identifies and leads existing and emerging risks that stem from business activities and the job role
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled
  • Follows written risk and compliance policies, standards, and procedures for business activities
  • Maintains knowledge of relevant regulatory environment to ensure compliance across area of responsibility
  • Monitors Disputes processes and finds opportunities to improve operational effectiveness and performance standards to ensure that operations are efficient in terms of resources and effective in terms of meeting member and organizational requirements
  • Oversees and monitors day to day transaction processing and/or servicing to achieve optimal productivity by managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
  • Took proactive initiative to identify and document a comprehensive list of over 150 controls owned by the disputes team, despite my team only being responsible for 27 of those controls
  • Established a comprehensive oversight system by creating a structured list of all controls, including designated owners and responsible individuals, to proactively identify and address issues before controls entered the testing phase, effectively mitigating potential gaps in oversight.

Manager, Debit Card Non-Fraud

USAA
08.2022 - 04.2023
  • Identifies and manages existing and emerging risks that stem from business activities of overseeing day to day production for Debit Card Non-Fraud
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled by providing production oversight to meet regulatory and internal SLO’s
  • Follows written risk and compliance policies, standards, and procedures for business activities
  • Maintains knowledge of relevant regulatory environment to ensure compliance across area of responsibility by completing quarterly walk throughs of controls for testing, regularly reviewing process/ system flows to identify risks, enhancements, or inefficiencies, and leading team with remediation efforts when they arise
  • Oversees and monitors day to day transaction processing and/or servicing to achieve optimal productivity by managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions
  • Along with reviewing complaints provided through VOM team and contributing insight and resolution
  • Completes compliance attestations and provides results to leadership by reviewing and executing daily reports including key control reports
  • Manages all team resources across multiple work locations and time zones to achieve service and relationship goals to include supervision of internal employees, contractors, and managing third party vendor relationships by conducting regular leadership meetings and huddles with direct reports and offshore vendors to discuss clarifications, updates, and opportunities
  • Implemented weekly "What Would You Do?" collaborative case review process in our team meetings
  • Analysts would present increasingly complex dispute cases, team members would discuss and recommend appropriate actions, thus fostering shared understanding, and enable analysts to better navigate future similar scenarios
  • Collaborated with colleagues in dispute areas to identify common issues and compiled list of recurring mistakes made by analysts
  • Worked with project team to develop web-based system to track opportunities, including financial loss, nature of opportunity, and its impact
  • Implemented web-based system that notifies analysts of opportunities, helping to prevent recurring mistakes.

Manager, Debit Card Fraud

USAA
07.2021 - 08.2022
  • Successfully managed day-to-day operations related to debit card fraud, ensuring compliance with regulatory requirements and internal policies while maintaining high levels of customer satisfaction
  • Provided leadership and guidance in resolution of complex fraud cases, leveraging expertise in fraud investigation techniques and industry best practices to effectively protect customers and organization from financial losses
  • Conducted regular training and coaching sessions for team members, equipping them with knowledge and skills necessary to identify and respond to emerging fraud trends effectively
  • Analyzed data from various sources to identify emerging fraud schemes, enabling organization to proactively implement targeted prevention and detection strategies
  • Manages all team resources across multiple work locations and time zones to achieve service and relationship goals to include supervision of internal employees, contractors and managing third party vendor relationships by conducting regular leadership meetings and huddles with direct reports and offshore vendors to discuss clarifications, updates, and opportunities
  • Implemented weekly "What Would You Do?" collaborative case review process in team meetings
  • Analysts would present increasingly complex dispute cases, team members would discuss and recommend appropriate actions, thus fostering shared understanding, and enable analysts to better navigate future similar scenarios.

Manager, Credit Card Non-Fraud Disputes

USAA
05.2019 - 07.2021
  • Manage day to day operations for 15 FTE as direct reports located across country (PHX, W@H, NY, and SA)
  • Responsible for driving business performance, develops strategies and roadmaps for member or business deliverable outcomes, reduce cost and raise efficiency
  • Responsible for Credit teams focusing on non-fraud dispute operations for USAA
  • Served as mentor and coach to drive team performance and reduce dispute cycle time
  • Implemented strategies to increase production and efficiency, ensuring delivery of exceptional results to both business and membership
  • Lead team during covid-19 pandemic, volumes spiked 65% and manual volumes over 150%
  • Reduced case Implemented a new streamlined arbitration case process to reduce operating losses and achieve the goal of being a compliant company
  • Partnered with member experience teams to streamline operating model and reduce redundancy in the process
  • Responsible for tactical and operational controls that represent Regulation Z
  • Implemented a weekly "What Would You Do?" collaborative case review process in team meetings
  • Analysts would present increasingly complex dispute cases, team members would discuss and recommend appropriate actions, thus fostering shared understanding, and enable analysts to better navigate future similar scenarios.

Interim Manager/Sr/Recovery Analyst, Credit Card Fraud

USAA
08.2013 - 05.2019
  • Acquired and applied advanced knowledge of banking regulations, including Federal Banking Regulations E and Z governing fraudulent activity, card association rules, and associated USAA policies and processes to ensure compliance
  • Provided ongoing development of team, monitoring individual workloads, work queue management, and keeping team motivated
  • Ensured maximum recoveries to their fullest potential by regularly analyzing production data
  • Monetarily restore and reconcile customer’s accounts using fundamental accounting principles
  • Independently analyze, prepare, and document all fraud accounts for charge off according to and within department and/or regulatory timeframes
  • Served as subject matter expert to less experienced team members on escalated issues involving routine and complex matters
  • Work closely with law enforcement to help investigate false fraud claims
  • Perform complex recovery processes on card accounts and utilize best practices to maximize recoveries
  • Research and resolve customer situations utilizing policy and procedure and work closely with acquirers, merchant loss prevention centers, and law enforcement
  • Designated as Subject Matter Expert (SME) for MC to Visa conversion, ensuring seamless transition with minimal disruption to day-to-day operations by conducting effective meetings with teams and stakeholders prior to conversion
  • Cross-trained existing employees to maximize team agility and performance.
  • Implemented Automation Anywhere to efficiently process and post credits following conversion from MC to Visa, eliminating need to hire additional staff and significantly accelerating credit posting process
  • Collaborated with First Data to develop virtual analyst capable of autonomously closing and notating cases, resulting in significant time savings for analysts
  • Additionally, designed virtual analyst to handle charge-off cases already in balance, eliminating need for manual review, notation, and charge-off by analysts.

Fraud Detections

USAA
09.2012 - 08.2013
  • Monitors bank fraud detection systems by analyzing and identifying potentially fraudulent activity on customer bank card accounts to minimize fraud losses
  • Reviews and analyzes assigned queues as well as suspicious transactions within the fraud detection systems to facilitate the early detection of potentially fraudulent activity on bank card accounts
  • Processes the appropriate actions to protect members and minimize fraud losses
  • Make independent decisions on which accounts to initiate contact with the cardholder by phone, mail or email to verify account activity when suspected fraud is identified
  • Balances potential impact to member customer service and the fraud risk when placing temporary holds on accounts
  • Responds to inbound cardholder calls, responding to confirmation of suspicious and/or potential fraudulent bank card account activity
  • Completes the lost/stolen or hot card report if fraud has been confirmed by the cardholder and submits the fraudulent account information to the appropriate unit for investigation, analysis and/or completion
  • Maintains knowledge of industry notifications regarding identified account number data compromises and fraud trends
  • Serves as mentor for co-workers and internal customers as well as assists, advises, and supports peer training and shared duties.

Fraud Strategy

USAA
09.2011 - 09.2012
  • Analyze trends, patterns, and external factors impacting money laundering, terrorist financing, customer identification risks, or potential fraud risks and losses
  • Perform daily work assignments and problem resolution to support team
  • Assists with implementation of mitigation strategies
  • Collect information for reports and provide information to investigators or analysts, as requested
  • Analyze and review booked fraud to identify point of compromise utilizing SAS queries and investigative techniques
  • Analyze booked fraud to identify trends/patterns to develop/implement fraud strategies
  • Responsible for validating fraud strategies by testing for false positives using mathematical formulas to calculate the most efficient strategies.
  • Managed cross-functional projects, ensuring timely completion and alignment with overall brand goals.
  • Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
  • Established strong relationships with key industry influencers, amplifying brand reach through strategic partnerships.

Fraud Recovery Analyst I

USAA
03.2008 - 08.2011
  • Collaborated with cross-functional teams to optimize recovery efforts and maximize results.
  • Maintained thorough understanding of industry regulations, ensuring compliance throughout all aspects of recovery process.
  • Contributed to team success by sharing knowledge about effective techniques used in resolving difficult cases leading to better results.
  • Increased client satisfaction levels by addressing concerns promptly and providing clear explanations regarding their accounts'' status during recovery phase.
  • Acquired and applied advanced knowledge of banking regulations, including Federal Banking Regulations E and Z governing fraudulent activity, card association rules, and associated USAA policies and processes to ensure compliance.
  • Independently restored and reconciled members' accounts using fundamental accounting rules and prepared detailed documentation for fraudulent accounts for charge off, ensuring adherence to department and regulatory timeframes.
  • Served as subject matter expert, providing guidance support to less experienced team members on escalated issues of routine nature, leveraging my expertise to address complex matters effectively.
  • Performed complex recovery processes on card accounts and utilized best practices to maximize recoveries, demonstrating proactive and meticulous approach to resolving customer situations in alignment with policy and procedure.
  • Initiated contact with members and engaged in research to resolve customer situations, collaborating closely with acquirers, merchant loss prevention centers, and law enforcement to address fraud-related matters.
  • Successfully investigated and recovered 19k from counterfeit case that was considered unrecoverable by thinking outside the box.
  • Prepared and submitted legal documents to initiate court proceedings.

Education

High School Diploma -

Victoria High School
Victoria
05.2000

60 Hrs Psychology, Bus. Public Speaking, Economics - Business Management

Victoria College
Victoria, TX

LinkedIn Profile

Skills

  • Proficient with Microsoft Word, Excel, Access, PowerPoint, SAS, Automation Anywhere, VROL, GNSweb, and ACL
  • Adept with systems; Portal, Raptor, FDR, First Track, DCC/Lean, Data Choice, SAM, Cognos, and NetQuery
  • Operating Systems: Windows, Mac OS
  • Excellent written and oral communication skills
  • Self-starter who proactively seeks out creative ways to meet and exceed quotas and goals
  • Able to balance strategy and execution and thrive in fast-paced, purpose-driven environments
  • Skilled in relationship building and ability to lead, influence, facilitate and think critically
  • Problem solver with solutions-based mindset
  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving

Accomplishments

  • Implemented a web-based system that facilitated error and failure reporting outside of the QA process, providing valuable feedback to analysts and resulted in significant time and cost savings for USAA.
  • SME for Credit Card Fraud Recovery during the Separate Entity & MC to Visa Conversion
  • After converting from MC to Visa we had credits rolling in faster than we could post to the account and had discussed hiring a team of 4 contractors to post the credits. I was able to successfully implement Automation Anywhere to post these credits which alleviated the need to hire more staff.
  • Successfully investigated and recovered 19k from a counterfeit case that was considered unrecoverable by thinking outside of the box

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Manager, Risk & Controls

USAA
04.2023 - 12.2023

Manager, Debit Card Non-Fraud

USAA
08.2022 - 04.2023

Manager, Debit Card Fraud

USAA
07.2021 - 08.2022

Manager, Credit Card Non-Fraud Disputes

USAA
05.2019 - 07.2021

Interim Manager/Sr/Recovery Analyst, Credit Card Fraud

USAA
08.2013 - 05.2019

Fraud Detections

USAA
09.2012 - 08.2013

Fraud Strategy

USAA
09.2011 - 09.2012

Fraud Recovery Analyst I

USAA
03.2008 - 08.2011

High School Diploma -

Victoria High School

60 Hrs Psychology, Bus. Public Speaking, Economics - Business Management

Victoria College

LinkedIn Profile

Qualifications

  • Substantial experience and outstanding skills in customer service, time management, leadership, investigations, analytics, and organization.
  • Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult customers or situations.
  • Proficient knowledge of the Bank Secrecy Act, USA Patriot Act, and Federal Banking Regulations E, Z, CC, & Reg O governing fraudulent activity.
  • Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles.
  • Analyzes trends, patterns, and external factors impacting fraud on credit and debit cards.
  • Experience with processing chargebacks/disputes for both fraud and non-fraud reason codes, working representments, compliance, & arbitration cases.
  • Attended the Reid Technique of Interviewing & Interrogation Seminar where they provided interrogation training, interviewing techniques, as well as law enforcement training and surveillance.
  • Proven ability to effectively manage and lead teams both remotely and in person, fostering a collaborative and productive work environment regardless of physical location.

Similar Profiles

CREATE PROFILE
Rachel McMillin