Summary
Overview
Work History
Education
Skills
Timeline
Generic

William H. Lewis II

Eagle Mountain,UT

Summary

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

7
7
years of professional experience

Work History

Operational Fraud Manager

Galileo Processing
09.2022 - Current
  • Oversaw Daily Operations: Managed day-to-day operations for a team of fraud analysts and fraud investigators
  • Policy Adherence: Ensured strict adherence to banking policies regarding fraud, chargebacks, and disputes
  • Vendor Management: Managed relationships with fraud vendors to ensure compliance with established protocols
  • Policy Development: Drafted and updated fraud policies as required to align with evolving industry standards
  • Client Engagement: Conducted regular meetings with clients to discuss emerging fraud trends and volume analysis
  • Client Escalations: Effectively handled client escalations, providing resolutions to prevent future issues
  • Operational Efficiency: Led the transition from Excel spreadsheets to a case management tool, resulting in a 30% increase in team efficiency
  • Work Assignment: Reviewed daily volumes and assigned tasks based on priority to meet Service Level Agreements (SLA) for case reviews
  • Workflow Enhancement: Collaborated with the Case Management (CM) tool development team to create workflows that boosted team productivity
  • Real-time Dashboard Integration: Successfully integrated the CM tool with a real-time dashboard for improved visibility and data tracking
  • Risk and compliance assessments to ensure the fraud department was in line with current policies and regulations as it relates to BSA/AML, OFAC, Risk Exposure, and reporting fraudulent activity

Fraud Prevention and Detection Team Lead

Sofi Financial
06.2019 - 09.2022
  • Trained new hires on proper procedures and policy when reviewing checks, TMX Fails, Account Escalations, Debit Card Alerts, Restricting Accounts, Transaction Monitoring, KYC, and Closing accounts for confirmed fraud
  • Developed training metrics to track training and conducted side by side to check off proficiency of daily tasks the analyst would be expected to complete daily
  • Developed training processes by working with the training team to ensure all key points were met
  • Played a crucial role in developing team members by conducting quality assurance checks and providing feedback to team members and providing guidance and direction to prevent future errors
  • Provided management with work status updates, directed team members on what task needed to be completed, and adjusted work assignments depending on volume and business needs
  • Reviewed daily reports and reported number of concerns to upper management and the risk team
  • Monitored accounts for fraud trends and when a trend was discovered, I researched and determined the risk factors and how to defend against the fraud attack
  • Worked on revising and drafting new SOP’s
  • Worked with risk on special projects and assigned advanced agents to the project to ensure the project was finished prior to the deadline
  • Handled escalated complaints and conducted outbound calls to account holders to advise next steps and deescalate the complaint
  • Planned time for team meetings to discuss best practices, ask team members for new and fresh ideas, review policy and procedures, and provide the team with new changes

Fraud Analyst Operations

Zions Bank
11.2018 - 05.2019
  • Lead a team of 8 Fraud Analyst Operations Team to meet daily goals
  • Worked with law enforcement and provide necessary account details to detectives
  • Reviewed subpoenas and provided the necessary documentation to law enforcement
  • Coached team members on a biweekly basis and provided feedback on calls, case work, and career path
  • Reviewed performance with team members on a monthly basis to ensure they were on track with the department and personal goals
  • Pulled metrics data for each day and updated boards and provided updates to upper management and attended daily management meetings
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.

Private Wealth Management Fraud Analyst

Morgan Stanley
01.2018 - 11.2018
  • Played a key role in limiting the loss of assets to fraudulent banking transactions (Wire, Debit Cards, ACH, and Account transfers)
  • Verified wire instructions and all money movement transactions for accuracy
  • Lead a team of 10 in the Private Wealth Management Operations Team
  • Coached team members on a biweekly basis and provided feedback on calls, case work, and career path
  • Ensured all team members were aware of all policies and procedures and informed the team of any changes in weekly meetings
  • Monitored call volumes and adjusted personnel as needed to ensure the 92% service level agreement was met on a daily basis
  • Pulled metrics data for each day and updated boards and provided updates to upper management

Education

Bachelor of Science - Criminal Justice

University of Phoenix
Salt Lake City, UT
05.2016

Skills

  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Documentation and reporting
  • Strategic planning
  • Operations management
  • Project management
  • Cross-functional teamwork
  • Project planning
  • Work prioritization
  • Policy and procedure development

Timeline

Operational Fraud Manager

Galileo Processing
09.2022 - Current

Fraud Prevention and Detection Team Lead

Sofi Financial
06.2019 - 09.2022

Fraud Analyst Operations

Zions Bank
11.2018 - 05.2019

Private Wealth Management Fraud Analyst

Morgan Stanley
01.2018 - 11.2018

Bachelor of Science - Criminal Justice

University of Phoenix

Similar Profiles

CREATE PROFILE
William H. Lewis II