Rebecca Lawrence
South Milwaukee,WI
Summary
Dedicated, hard working, and passionate fraud professional with a history of going the extra mile. Recognized by managers and other employees for having an infectious drive to constantly improve rather than settle for the status quo. Organized, dependable, knowledgeable, and detail oriented. Able to work under pressure, adapt to new challenges, and make sound decisions. Strives to reach the best solution for all parties.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Vice President
U.S. Bank
01.2018 - Current
- Perform review of proposed business changes (PRISM) which may have fraud, cyber, or payments risk impacts.
- Manage and track PRISM records as they are assigned to the team, and assign the primary SME to complete the assessment. Emails distributed daily and weekly to provide an overview of work assignments.
- Attend weekly meetings with senior leadership.
- Engage business line stakeholders to understand inherent risks and promote control awareness. Escalate risks as appropriate.
- Monitor industry trends as well as fraud events and attacks that impact the bank.
- Build and maintain effective partnerships with the Business Line, First Line of Defense, and other Second Line of Defense partners.
Sr Fraud Mitigation / Loss Management Rep
HSA Bank
02.2016 - 01.2018
- Reviewed reports as assigned for the day. Looked for patterns of activity to be able to identify patterns that may indicate fraud, either with the account holder as victim or with fraud against the bank.
- Used good judgment to determine if an account needed to be frozen or closed. Keep accurate records on activities taken, and follow up as needed.
- Cultivated positive rapport with employees to improve communication, accountability, and consistency of account handling. Collaborated with other departments to provide excellent customer service.
- Implemented new processes to detect and prevent different types of fraud. Advocated for new vendor tools and creation of new reports.
Branch / Product Support Coordinator
Tri City National Bank
04.2013 - 02.2016
- Completed CTR report daily.
- Audited IRA paperwork for correct coding.
- Assisted business customers in all areas of online banking.
- Assisted branch staff in regards to debit cards, online banking, and other operational areas, leveraging extensive knowledge of products and services.
- Assisted other operations staff to answer questions and resolve problems. Collaborated with staff members to enhance the customer service experience. Cross-trained and provided backup support.
- Sought ways to improve processes and services provided.
Sr Telephone Customer Service Representative
Tri City National Bank
10.2008 - 04.2013
- Assisted large volume of customers, via telephone and website, in all areas of banking, including login information, debit card support, transactions, and transfers, with a focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor. Addressed customer account discrepancies and concerns. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service by leveraging extensive knowledge of products and services.
- Side work to include completion of paperwork from branches.
- Cross trained and provided backup support for operational staff.
Assistant Branch Manager
Tri City National Bank
12.2006 - 10.2008
- Managed the daily operations of an in-store branch, including balancing vault and teller drawers, opened and closed accounts, monitored the overdraft list, and reported charged off accounts to consumer reporting bureaus as required.
- Maintained security of the branch. Ensured best practices were followed including maintaining appropriate limits in teller drawers, acknowledging customers and visitors, and testing physical systems and controls.
- Supervised team of up to five branch employees, and evaluated staff to help improve skills and achieve objectives. Trained and developed new team members in alignment with branch service standards and objectives. Coached employees through day-to-day duties and complex problems.
- Demonstrated knowledge of branch products and services. Recommended appropriate products and made referrals for services not offered in-store.
Education
Bachelor of Arts - Psychology
University of Wisconsin - Milwaukee
Milwaukee12.2005
Skills
- Risk Management
- Fraud Prevention and Detection
- Critical Thinking
- Complex Problem-Solving
- Industry Best Practices
- Team Engagement
- Customer and Employee Rapport
- Verbal and Written Communication
- Articulate Communication
- Risk and Mitigation Analysis
- Staff Training
- Documentation
Certification
Certified Fraud Examiner, Association of Certified Fraud Examiners
Timeline
Assistant Vice President
U.S. Bank
01.2018 - Current
Sr Fraud Mitigation / Loss Management Rep
HSA Bank
02.2016 - 01.2018
Branch / Product Support Coordinator
Tri City National Bank
04.2013 - 02.2016
Sr Telephone Customer Service Representative
Tri City National Bank
10.2008 - 04.2013
Assistant Branch Manager
Tri City National Bank
12.2006 - 10.2008
Bachelor of Arts - Psychology
University of Wisconsin - Milwaukee
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