Head of Risk Operations

• Mar 2023 - Present

Senior Fraud Manager

• Apr 2022 - Mar 2023

Development of fraud monitoring controls, fraud detection, root cause analysis, mitigation and triaging of new and ongoing payment fraud events for the business. Responsible for the implementation of the fraud detection strategies including 3rd party Transaction monitoring solutions and business rules balancing fraud loss, cost of execution, and customer experience. implementation of Identifying opportunities for product improvement and differentiation, efficiency and… Show more Development of fraud monitoring controls, fraud detection, root cause analysis, mitigation and triaging of new and ongoing payment fraud events for the business. Responsible for the implementation of the fraud detection strategies including 3rd party Transaction monitoring solutions and business rules balancing fraud loss, cost of execution, and customer experience. implementation of Identifying opportunities for product improvement and differentiation, efficiency and standardization for alternative payment methods and of new card schemes. Providing experience in supporting root cause analysis to identify opportunities to predict, prevent, and mitigate risk within process and performance. Management of card scheme programs. (VAMP, VFMP, VDMP, ECM, EFM). Defining and tracking core metrics, SLAs, and performance of the Fraud team. Identification of gaps in current systems, policies and strategies, and recommends enhancements and process improvements to mitigate emerging fraud risks through a collaborative approach with stakeholders. Reviewing of Card scheme mandates and execution of the required changes. Supporting Risk unit in the continual enhancement and expansion of Risk as a service function across the acquiring platform.

Disputes Manager

• Feb 2020 - Apr 2022

Handling queries relating to prospective and existing merchants, in an array of possible manners, ensuring that a good relationship is constantly maintained with all customers, whilst ensuring the provision of a quality service. Managing team members to perform tasks related to disputes, developing and providing coaching; Ensuring adherence to company policy and procedures. Attending management and other meetings when CRO is not available/as requested; Planning for the… Show more Handling queries relating to prospective and existing merchants, in an array of possible manners, ensuring that a good relationship is constantly maintained with all customers, whilst ensuring the provision of a quality service. Managing team members to perform tasks related to disputes, developing and providing coaching; Ensuring adherence to company policy and procedures. Attending management and other meetings when CRO is not available/as requested; Planning for the team members, attending probation meeting for the members; Creating of internal and external guides/ presentation/ training material as required; Handling the dispute process according to Card Scheme operating standards and deadline in order to increase recovery ratios and minimise losses; Contributing to the general running of the department, which may include monitoring, effecting data mining, collection of statistics, ad hoc exercises, User Acceptance Testing and any other task considered necessary to serve the exigencies of the Chargebacks Department; Assisting/substituting peers as considered necessary; Carrying autonomy within the defined parameters and taking responsibility for chargeback case administration; Testing systems, participating in cost cutting projects and ad hoc projects with system providers (as required).

Senior Fraud Analyst

• Jun 2019 - Feb 2020

Responsible for handle queries relating to prospective and existing merchants, in an array of possible manners, ensuring that a good relationship is constantly maintained with all customers, whilst ensuring the provision of a quality service. Identify and explore new approaches and data sources to support improvements to existing and new fraud strategies. Responsible for the new fraud implementation tools and AI fraud products for Secure Trading, Identify current fraud… Show more Responsible for handle queries relating to prospective and existing merchants, in an array of possible manners, ensuring that a good relationship is constantly maintained with all customers, whilst ensuring the provision of a quality service. Identify and explore new approaches and data sources to support improvements to existing and new fraud strategies. Responsible for the new fraud implementation tools and AI fraud products for Secure Trading, Identify current fraud trends. Review of fraud alerts for calibration of rules. Ability to anticipate problems, opportunities, and the initiative to pursue solutions. Review merchant transactions to flag or identify suspicious activity. Flag any transactional pattern that does not fit the expected activity and perform investigation to ensure compliance with card scheme regulations, internal policy and procedure. Responsible for reviewing Fraud and Chargeback levels on a weekly/monthly basis as per card scheme regulations (TC40/SAFE review) and also internal accepted levels. Interact with banks and customers to validate information and to facilitate any investigations being carried out by external authorities. Identify system improvements to prevent fraudulent activities and ensure confidentiality of all information collected from tools. Creation of internal and external Guides/ presentations / training material as required. Creating Procedures and Forms to make work more efficient within the team and when there needs to be communication with other departments Preparation for the Monthly Fraud Committee / Weekly Information distributed internally and the MFSA Fraud & Chargeback report. Attend management and other meetings when Head of Dept is not available/as requested. Assisting/Substituting peers as considered necessary.

Relationship Manager

• Dec 2018 - Jun 2019

Relationship building for new and existing corporate client accounts. Management and compliance of all aspects of the Client Contract. Management of incidents. Organising and managing regular client service reviews. Taking ownership for query analysis, investigating and resolving client queries. Act as a point of escalation for the Client; as the customer advocate within the business ensure company service delivery is met through meeting and exceeding agreed… Show more Relationship building for new and existing corporate client accounts. Management and compliance of all aspects of the Client Contract. Management of incidents. Organising and managing regular client service reviews. Taking ownership for query analysis, investigating and resolving client queries. Act as a point of escalation for the Client; as the customer advocate within the business ensure company service delivery is met through meeting and exceeding agreed KPIs and SLAs. Development of existing and future SLAs and managing Client re-negotiation of same. Monitor operational performance of services, identifying trends in queries and making suggestions to reduce future query levels. Interaction with other team members, departments and management to improve efficiency and effectiveness of the unit. Regular feedback to Team Leader/Manager on cases and queries Contribute to OmniPay processes and procedures. Provide support to other areas within the Operations function as Systems Implementations, Compliance and Disputes. Show less Relationship building for new and existing corporate client accounts. Management and compliance of all aspects of the Client Contract. Management of incidents. Organising and managing regular client service reviews. Taking ownership for query analysis, investigating and resolving client queries. Act as a point of escalation for the Client; as the customer advocate within the business ensure company service delivery is met through meeting and exceeding agreed… Show more Relationship building for new and existing corporate client accounts. Management and compliance of all aspects of the Client Contract. Management of incidents. Organising and managing regular client service reviews. Taking ownership for query analysis, investigating and resolving client queries. Act as a point of escalation for the Client; as the customer advocate within the business ensure company service delivery is met through meeting and exceeding agreed KPIs and SLAs. Development of existing and future SLAs and managing Client re-negotiation of same. Monitor operational performance of services, identifying trends in queries and making suggestions to reduce future query levels. Interaction with other team members, departments and management to improve efficiency and effectiveness of the unit. Regular feedback to Team Leader/Manager on cases and queries Contribute to OmniPay processes and procedures. Provide support to other areas within the Operations function as Systems Implementations, Compliance and Disputes. Show less

Processing Analyst

• Oct 2017 - Dec 2018

Responsible for providing dispute resolution services, including chargebacks and retrievals, to support a global multi currency card processing services. Ensuring incoming retrieval requests & chargebacks are processed in accordance with All Scheme rules (Visa, MasterCard & JCB regulations). Research of disputed items & initiation of representments. Compliance with all scheme time frames (MasterCard, VISA JCB) for disputes processing Answering merchant queries regarding… Show more Responsible for providing dispute resolution services, including chargebacks and retrievals, to support a global multi currency card processing services. Ensuring incoming retrieval requests & chargebacks are processed in accordance with All Scheme rules (Visa, MasterCard & JCB regulations). Research of disputed items & initiation of representments. Compliance with all scheme time frames (MasterCard, VISA JCB) for disputes processing Answering merchant queries regarding disputes. Ensuring merchant satisfaction is maintained in the face of cardholder favoured dispute settlements. Meeting team standards for quality and performance/productivity. Making monetary adjustments to merchant accounts and other risk/income matters. Assisting with daily system balancing and reconciliation. Exceptional Processing for Scheme related rejected transactions. Working with customer service and settlement operations to clear suspense items. Provide regular feedback to team leader on cases and queries. Show less Responsible for providing dispute resolution services, including chargebacks and retrievals, to support a global multi currency card processing services. Ensuring incoming retrieval requests & chargebacks are processed in accordance with All Scheme rules (Visa, MasterCard & JCB regulations). Research of disputed items & initiation of representments. Compliance with all scheme time frames (MasterCard, VISA JCB) for disputes processing Answering merchant queries regarding… Show more Responsible for providing dispute resolution services, including chargebacks and retrievals, to support a global multi currency card processing services. Ensuring incoming retrieval requests & chargebacks are processed in accordance with All Scheme rules (Visa, MasterCard & JCB regulations). Research of disputed items & initiation of representments. Compliance with all scheme time frames (MasterCard, VISA JCB) for disputes processing Answering merchant queries regarding disputes. Ensuring merchant satisfaction is maintained in the face of cardholder favoured dispute settlements. Meeting team standards for quality and performance/productivity. Making monetary adjustments to merchant accounts and other risk/income matters. Assisting with daily system balancing and reconciliation. Exceptional Processing for Scheme related rejected transactions. Working with customer service and settlement operations to clear suspense items. Provide regular feedback to team leader on cases and queries. Show less

Risk Operations Analyst - American Express Chargebacks

• Aug 2016 - Nov 2017

Review received Chargebacks and take steps to determine the legitimacy of each Chargeback claim from American Express cardholders with a view to disputing each case on behalf of the PayPal Merchant. Monitor systems to detect possible fraudulent behavior related to credit card usage. Responsible for the Service Levels of various queues. Place outbound phone calls and responding to customers email inquiries with a view to gathering supporting documentation and pro-actively… Show more Review received Chargebacks and take steps to determine the legitimacy of each Chargeback claim from American Express cardholders with a view to disputing each case on behalf of the PayPal Merchant. Monitor systems to detect possible fraudulent behavior related to credit card usage. Responsible for the Service Levels of various queues. Place outbound phone calls and responding to customers email inquiries with a view to gathering supporting documentation and pro-actively educating customers about the chargeback process.

Risk Operations Analyst - International Chargebacks

• Feb 2016 - Sep 2016

Review of Chargebacks and/or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return with different Credit Card Processors / Banks. •Review PayPal accounts that have been limited and determine the legitimacy of the account and account holder. •Methods to accomplish this include reviewing faxed documentation such as driver's licenses, credit card statements, bank account statements, utility bills… Show more Review of Chargebacks and/or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return with different Credit Card Processors / Banks. •Review PayPal accounts that have been limited and determine the legitimacy of the account and account holder. •Methods to accomplish this include reviewing faxed documentation such as driver's licenses, credit card statements, bank account statements, utility bills, etc., •Confirm account information using various websites, message and customer history •Limit customer accounts when appropriate

Customer Solutions Agent - Compliance / Limitations and Claims

• Jul 2014 - Jan 2016

Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately. Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics for example: phone handled time, customer experience; proactive product offered and accepted… Show more Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately. Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics for example: phone handled time, customer experience; proactive product offered and accepted opportunities. Provide consistent feedback regarding overall customer satisfaction, tools and processes Manage Fraud, Compliance (KYC/KYB) and Claims cases on a first level basis Use all manner of modern communication to offer PayPal members the best possible service Maintain and promote a positive attitude while meeting productivity goals Continually display initiative to take on additional responsibilities toward professional growth Perform related duties as assigned

Supervisor

• Oct 2013 - Jul 2014

• Monitoring the quality of work carried out by the workforce through random audits • Handling daily client enquires/issues • Control of purchase ordering from various suppliers, stockists • Maintain a strong client relationship with the client manager • Monitoring the quality of work carried out by the workforce through random audits • Handling daily client enquires/issues • Control of purchase ordering from various suppliers, stockists • Maintain a strong client relationship with the client manager

Team Lead

• Jan 2012 - Sep 2013

• Dealing directly with corporate and personal customer queries and requirements • Team leader involved with training ,mentoring and managing staff • Function management for private parties and events • Dealing directly with corporate and personal customer queries and requirements • Team leader involved with training ,mentoring and managing staff • Function management for private parties and events

Customer Services Agent

• Oct 2007 - Sep 2011

Selling full range of financial services products including personal loans, bill payments, insurance products and pensions Providing excellent customers service while dealing with all enquires relating to customer accounts and financial products Achievement of monthly and annual sales targets for financial products. Level I Technical Support Providing phone and web support for Internet Banking platform users Verifying customer information by phone and email Deliver and exceed… Show more Selling full range of financial services products including personal loans, bill payments, insurance products and pensions Providing excellent customers service while dealing with all enquires relating to customer accounts and financial products Achievement of monthly and annual sales targets for financial products. Level I Technical Support Providing phone and web support for Internet Banking platform users Verifying customer information by phone and email Deliver and exceed customer-specified service levels for handle time Show less Selling full range of financial services products including personal loans, bill payments, insurance products and pensions Providing excellent customers service while dealing with all enquires relating to customer accounts and financial products Achievement of monthly and annual sales targets for financial products. Level I Technical Support Providing phone and web support for Internet Banking platform users Verifying customer information by phone and email Deliver and exceed… Show more Selling full range of financial services products including personal loans, bill payments, insurance products and pensions Providing excellent customers service while dealing with all enquires relating to customer accounts and financial products Achievement of monthly and annual sales targets for financial products. Level I Technical Support Providing phone and web support for Internet Banking platform users Verifying customer information by phone and email Deliver and exceed customer-specified service levels for handle time Show less

Sales Representative

• Jan 2004 - Sep 2007

Worked as part of the sales team to develop both new and existing markets. Liaising with customers to answer and resolve their queries. Identifying and then researching potential leads and opportunities. Responsible for developing own portfolio of customers. Contacting prospective clients by phone and email. Identifying the customer's needs. Attending sales appointments at clients premises. Attending trade shows and exhibitions when required. Cold calling… Show more Worked as part of the sales team to develop both new and existing markets. Liaising with customers to answer and resolve their queries. Identifying and then researching potential leads and opportunities. Responsible for developing own portfolio of customers. Contacting prospective clients by phone and email. Identifying the customer's needs. Attending sales appointments at clients premises. Attending trade shows and exhibitions when required. Cold calling potential clients via telephone or personal visit. Making appointments to meet new and existing clients. Show less Worked as part of the sales team to develop both new and existing markets. Liaising with customers to answer and resolve their queries. Identifying and then researching potential leads and opportunities. Responsible for developing own portfolio of customers. Contacting prospective clients by phone and email. Identifying the customer's needs. Attending sales appointments at clients premises. Attending trade shows and exhibitions when required. Cold calling… Show more Worked as part of the sales team to develop both new and existing markets. Liaising with customers to answer and resolve their queries. Identifying and then researching potential leads and opportunities. Responsible for developing own portfolio of customers. Contacting prospective clients by phone and email. Identifying the customer's needs. Attending sales appointments at clients premises. Attending trade shows and exhibitions when required. Cold calling potential clients via telephone or personal visit. Making appointments to meet new and existing clients. Show less