Stephen Chevrette
Fraud Operations Manager at Pipe- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Lean Certified
Discover Financial ServicesFeb, 2018- Sep, 2024
Experience
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Pipe
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Romania
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Technology, Information and Internet
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1 - 100 Employee
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Fraud Operations Manager
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Jul 2023 - Present
Creating the fraud operations processes for a B2B product including but not limited to, SOP creation & management, KPIs & reporting, Investigation tool management & onboarding, customer communication, investigation & recovery. Hiring & managing a team of Fraud Analysts who will be responsible for day to day investigation of referred cases for newly onboarding & existing merchant partners. Creating the fraud operations processes for a B2B product including but not limited to, SOP creation & management, KPIs & reporting, Investigation tool management & onboarding, customer communication, investigation & recovery. Hiring & managing a team of Fraud Analysts who will be responsible for day to day investigation of referred cases for newly onboarding & existing merchant partners.
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Imprint
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United States
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Marketing Services
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1 - 100 Employee
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Fraud Operations Analyst
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Aug 2021 - Jul 2023
Design & build a robust fraud operations environment from the ground up to ensure fraud risk goals are met while managing the customer experience. 2021 Accomplishments Designed an Application & Portfolui Investigation processes for new Spend card products. Created & worked with business partners to leverage talk offs & customer communications for Fraud Operations. Worked with Risk & Product partners to develop metrics that reflect the work being completed in the Fraud team. Design & build a robust fraud operations environment from the ground up to ensure fraud risk goals are met while managing the customer experience. 2021 Accomplishments Designed an Application & Portfolui Investigation processes for new Spend card products. Created & worked with business partners to leverage talk offs & customer communications for Fraud Operations. Worked with Risk & Product partners to develop metrics that reflect the work being completed in the Fraud team.
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Discover Financial Services
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United States
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Financial Services
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700 & Above Employee
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Sr Data Science Analyst - Bank Fraud Operations Strategy
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Jun 2018 - Aug 2021
• Develop and enhance Bank Fraud prevention and investigation processes, including but not limited to Customer Authentication, Identity Document verification, Application checks, and call handling.• Create process flows, procedures and operational readiness items. • Identify opportunities to improve operations by analyzing data, interviewing field operations employees and leadership, and reviewing customer interactions via calls and complaints. • Manage risk and implement strategy decisions• Create and Update Bank Fraud customer communications via letter, email etc.• Research, develop and present findings for fraud operations enhancements to senior headquarters leadership and field leadership. Show less
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Headquarters Immersion Program - CSE Customer Experience Strategy
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Feb 2018 - Jun 2018
• Review categorization of customer complaints, to ensure properly documented and sent to correct process owners, allowing for proper action to be taken. • Strategize coaching and training of customer employees to lower customer complaints• Assist with creation and implementation of reporting around Complaint opportunities• Ad-hoc projects and tasks within the Customer Experience Operations team to broaden knowledge, share experiences, and assist with dept. and Discover goals and initiatives. Show less
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TEAM LEADER – CREDIT CARD FRAUD PREVENTION
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Nov 2016 - Jun 2018
• Lead, motivate, and develop a team to drive results and customer experience. Assist agents understand what they are accountable for, and how they make an impact to the customer and company. • Coach employees on how they can improve their accuracy, efficiency and customer experience skills on their calls.• Process Review and Improvement of systems and current actions in dept. Review for efficiency and best actions are being taken for employees and customers. Collaborate with peers to strategize solutions. • Training of new and tenured employees. Educating to current processes and changes to processes. Ensuring agents understand the changes and how it impacts them. • Develop employees in ways outside of job role to pursue career goals and promotional opportunities. • Handling the seating of around 200 employees, across 3 business units. Collaborating with leadership in those areas to ensure seating is effective, space saving and meets needs of teams. Show less
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Team Coach - Credit Card Fraud Prevention
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Oct 2013 - Oct 2016
• Coach agents on the floor to drive results and customer experience. Work with employees on how they can improve their accuracy, efficiency and customer experience skills on their calls. • Develop and mentor to strengthen Dept. and Agents. Work with and give insights to employees on career goals and pathing. • Mentor to new Coaches• PALs Mentor where future leadership is developed, shadows job and gets to see the next steps in their career. Assist with guiding and developing skills needed for People Leadership and coaching employees to perform at their best. • CPS Reporting Liaison. Ensured communication between field and Reporting Team was efficient, and able to clearly convey messages to either side. Work to identify gaps in knowledge, errors in reporting information, and additional information needed in field. Show less
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Account Manager
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Aug 2012 - Sep 2013
Provide excellent customer service, while remaining accurate to policies, procedures and laws. Work with peers to share best practices and drive results. Work with new hires to ensure they understand policy and procedures, and assist with providing the excellent services.
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United States Army Reserve
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United States
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Armed Forces
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700 & Above Employee
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Civil Affairs Specialist
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Feb 2009 - Jul 2012
Access situation in a area, and identify needs of the local populace, such as Water Filtration, Food etc. We would then take the information, find resources, either from the US Armor or Non-Profits, and presenting the information in a convincing manner. Goal was to win the populace over, with the slogan "Winning the Hearts and Minds". Access situation in a area, and identify needs of the local populace, such as Water Filtration, Food etc. We would then take the information, find resources, either from the US Armor or Non-Profits, and presenting the information in a convincing manner. Goal was to win the populace over, with the slogan "Winning the Hearts and Minds".
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Education
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2017 -
Southern New Hampshire University
Bachelor's degree, Business Studies in Operations & Project Management -
2016 - 2017
Glendale Community College
Organizational Leadership Certifricate, Business Administration and Management, General
Community
