Stephanie Villanueva
Landenberg,PA
Summary
Accomplished at Bank of America, adept in project and vendor management, I led significant initiatives, including a >$300MM contract portfolio and a comprehensive vendor due diligence process. My leadership in fraud prevention and compliance oversight showcases my analytical prowess and ability to inspire teams towards achieving strategic goals.
Overview
13
13
years of professional experience
Work History
VP: Senior Operations Project Manager
Bank of America
07.2018 - Current
- Leading team of five individual contributors managing the Client Protection Third Party portfolio for Fraud, Claims and AML
- Collaborating with Executive leadership and Senior business partners to ensure end to end governance and monitoring
- Monthly vendor portfolio Executive Reporting
- Maintain master vendor inventory and all relationship health indicators
- Implemented vendor due diligence process to identify potential risks and ensure compliance with company standards
- Forecast and manage >$100MM in annual Direct Processing budget, identifying opportunities to reduce or reinvest expenses, including insource/ outsource decisioning
- Validation of all incoming invoices
- Manage contract portfolio >$300MM; Negotiate contract terms to mitigate risks and ensure alignment with business objectives
- Global Information Security (GIS) Application Development Security Framework (ADSF) & Third Party Cyber Assessment (TPCA) review for all Client Protection vendors, ensuring finding remediation is complete by established due dates
- Conduct comprehensive risk assessments to evaluate security controls, data privacy practices and operational resilience
- Third Party risk escalations and negative news alerts
- Subcontractor socialization and approval
- OCC & Audit support for used & owned Third Parties
- Established and maintain FLU procedures, job aids and process maps for compliance oversight
- Hosting innovation forums to evaluate and select new vendors to solve business needs aligned to strategic goals
AVP; Senior Fraud Team Manager
Bank of America
07.2015 - 07.2018
- Effectively communicate with associates and business partners of all backgrounds, working collaboratively to motivate others to achieve LOB performance, and organizational goals.
- Managing daily operations of up to 113 associates across multiple sites, with direct supervision of up to 25 senior fraud analysts who decide complex risk transactions of up to $149,999 in an inbound/outbound call center environment.
- Taking ownership to deliver on projects and initiatives forthcoming for Fraud and the Enterprise.
- Partnering with Authentication Policy partners to monitor and report results for the Lexis Nexis OTP authentication pilot, leading to the Enterprise rollout.
- Operationally championed the Merrill Lynch P2P blue app implementation end-to-end, procedure writing, education, as well as upcoming initiatives for Zelle integration to the Digital Commerce Detection from ATM debit rails.
- Creating analyst proficiency and cross-education sessions within multiple online detection products across three sites to create contingency and efficiency across the business.
- Condensing and streamlining processes, as well as problem and risk solving for associates, to improve defect rates and fraud losses due to spikes in attack rates.
- Active participant in queuing migration efforts, involved with end-to-end design and implementation, as well as ongoing automation efforts such as alert aggregation and improvement opportunities within Flash, including sending emails, suspending OLB credentials, and widget advancements.
- Implementing secondary skilling to provide service-level relief to lesser-performing products in Digital Commerce Detection.
- Eliminated the misrouted call issue stemming from a defunct process.
- Spearheading manager consistency meetings to discuss initiatives and execute on deliverables in a timely manner.
- Develop action plans for underperforming associates.
- Implementing a queue strategy to meet time-sensitive service level agreements.
- Secondary review of complex transactions up to $2 million.
Officer; Business Support Lead II
Bank of America
04.2014 - 12.2015
- Collaborated with unit leadership and business teammates to identify operational risks and implement action plans to ensure compliance within business guidelines.
- Lead efforts in identifying efficiency opportunities and accuracy with reporting analytics across Online Fraud Detection, Emerging Risk, and Identity Fraud.
- Implemented an operational strategy to meet and maintain metric goals.
- Project Management - Spearheaded efforts in creating and implementing standardized daily reporting for executive leadership to monitor performance and identify tall bars and defects across multiple LOBs.
- Reporting: Assessed reporting accuracy, escalated report fixes, and worked with partners to make updates.
- Audits: quality, compliance/regulatory, timesheets, attendance, FTE, service level agreements, reporting, system access.
- Administration organized summit meetings, site visit details, arranged meetings with business partners, outlined meeting agendas, and coordinated staffing models.
Chat Fraud Detection- Senior Fraud Analyst Back Office
Bank of America
01.2013 - 04.2014
- Mitigated account takeover/identity fraud risk within all products through the online chat channel.
- Partnered to enrich strategies with analytic teammates.
- Implemented manual routines to identify and prevent subsequent fraud.
- Lead efforts to grow and transition the Chat function from Online Fraud to ERIS; cross-educated and provided feedback to associates.
- High-risk review assistance for investigation and senior management.
- Fraud Applications - Team Lead/OJT Coach Stretch Role.
Fraud Applications - Fraud Analyst I
Bank of America
08.2012 - 12.2012
- Assessed the fraud risk of credit card applications while being a consistent top performer with no fraud paid
- Managed confirmed fraud reporting leading to selection for Chat Fraud task force
Education
High School Diploma -
Hodgson Vocational Technical
Newark, DE06-2005
Skills
- Project management
- Vendor management
- Risk assessment
- Compliance oversight
- Budget forecasting
- Contract negotiation
Timeline
VP: Senior Operations Project Manager
Bank of America
07.2018 - Current
AVP; Senior Fraud Team Manager
Bank of America
07.2015 - 07.2018
Officer; Business Support Lead II
Bank of America
04.2014 - 12.2015
Chat Fraud Detection- Senior Fraud Analyst Back Office
Bank of America
01.2013 - 04.2014
Fraud Applications - Fraud Analyst I
Bank of America
08.2012 - 12.2012
High School Diploma -
Hodgson Vocational Technical
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