Customer Service Sales

JEFF PETTERSEN

. **** Grand Teton Drive . Pacifica, CA 94044 . T.650-***-**** .

************@*****.*** .

Profile

Accomplished Risk Manager seeks opportunity to maximize rewards and prevent

losses in a collaborative environment, using innovative applications of

risk assessment and monitoring. Expertise includes:

Team Leadership Credit/Fraud Analysis Risk Assessment

Project Management Product Development Personnel Coaching

Loss Prevention

Career Experience

1 Global Collect Services USA Inc. March 2009 - December 2010

Risk Manager

2 Underwrote merchant accounts, optimizing the appropriate risk-reward

balance for Global Collect, a leading payment service provider for

international Customer-Not-Present transactions, including Internet and

telephone. Proactively managed risk of potential and existing clients

through ongoing, systematic reviews of corporate profiles, operational

and processing integrity, credits with deficient collateral positions,

and financial statements. Significant achievements included establishing

the

San Francisco Risk and Compliance Department and managing vendors to

eliminate losses from the portfolio. Responsibilities included:

. Fulfilling service-level agreement to underwrite new applications

from all US and Latin American merchants within five business

days, averaging 20 - 25 per month

. Innovating quarterly risk and compliance assessment for top 100

merchants and high-risk merchants, utilizing risk rating model to

recommend further actions and report on revised security settings

. Designing and implementing process for monthly fraud screening,

ensuring first response within two business days

. Overseeing day-to-day risk management and loss prevention

activities to ensure operational efficiency for growing portfolios

and out-of-policy exceptions

. Managing cost of negative collections and card scheme penalties,

ensuring costs do not exceed E50K per quarter

. Supporting customer service and sales representatives to ensure

customer satisfaction

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2 CyberSource Corporation November 2005 - February 2009

Lead Credit Analyst, June 2007 - February 2009

Credit/Risk Analyst, November 2005 - May 2007

Maximized returns and minimized losses for CyberSource, a pioneering

eCommerce payment management company. Approved contracts up to $500K

with sole signature authority; presented contracts over $500K to

CyberSource Chief Financial Officer and bin sponsor, Moneris. Worked

with sales team to optimize performance based on business models,

financials, and processing history. Significant achievements include

working with business partners to streamline sub-account and intake

processes. Responsibilities included:

. Reviewing merchant profiles, operational and processing integrity,

financial statements, and other sources of information

. Recommending risk classification policies and risk management

procedures, such as required deposit levels and other risk-

mitigating measures

CyberSource Corporation continued

. Implementing management systems to monitor daily risk management

reporting and recommending corrective action and escalations

. Communicating with high-profile merchants such as BarackObama.com,

BackCountry.com, and the Democratic National Committee throughout

the application, boarding, and service phases of relationship to

provide superior customer service, collect merchant information,

and handle merchant exception activity

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4 Bank of America, San Francisco, California March 1991 - October 2005

AVP Credit Team Lead 1, July 2000 - October 2005

1 Team Leader, March 1999 - June 2000

Credit Analyst, August 1993 - February 1999

Coached associates and coordinated work flow in the Merchant Approval

unit to foster efficiency and teamwork. Supervised training of new

associates and performed quarterly and annual reviews. Analyzed and

approved merchant applications for credit card processing services using

financial statements, tax returns, personal credit bureaus, and Dun and

Bradstreet reports. Communicated with Regional Sales Managers to

facilitate the approval process. Identified and evaluated suspicious

wire and other activity in accordance with the Bank Secrecy Act/Anti-

Money Laundering program. Completed Kaisen Now training in 2002 and

implemented Process Excellence and Six Sigma tools to streamline

Merchant Approval operations. Managed special projects including:

. Personnel Training: Led effort to establish Merchant Approval unit

in Richmond, VA. Trained associates in all aspects of application

review and approval. Worked with technical support associates to

initiate ASAP, the Merchant Approval platform. Completed a process

flow to streamline operations and provided subject matter

expertise to implement the current straight-line process.

. Inter-Departmental Communication: Served as primary liaison

between Merchant Approval Group and Technology Management in

transition to on-line tracking system. Oversaw conversion and

trained staff to use the new system.

. Operational Analysis: Analyzed approval criteria to form the basis

for a numerical scoring system, expediting credit reviews.

Developed and tested rating system and assessed its potential

value for the department.

. Product Development: As a core member and subject matter expert

for the Business Management Solution team, worked collaboratively

with other project managers to create a new technology solution

for the operational delivery of merchant accounts

. Product Support: Worked with product group to test various new

releases and developed procedures for Merchant Approval Group to

support the new product.

Indirect Market Research Coordinator, March 1992-August 1993

3 Research Analyst, December 1991-February 1992

Merchant Representative, March 1991-November 1991

Provided superior customer service for merchant banking clients.

Responsibilities included resolving all agent bank/indirect market

inquiries pertaining to deposit discrepancies, account set-up errors,

charge-backs, and account reconciliation.

Vision Sports Inc., Santa Ana, California October 1990-February

1991

Regional Sales Representative

Responsible for sales to regional retail outlets throughout the U.S.

southeastern seaboard. Assisted retailers in marketing and product

promotion, managed customer relations, coordinated production to meet

inventory goals within established time lines, and organized promotional

activities to increase brand visibility.

Sacramento Kings Basketball Club, Sacramento, California October 1989-

May 1990

Marketing Assistant

Developed community relations programs with local organizations and

franchises such as the Muscular Dystrophy Association and Burger King.

Game operations responsibilities included planning and coordinating half-

time entertainment and game-time promotions. Edited club newsletter,

Sixth Man.

Regulatory Certifications and Knowledge

. Know Your Customer

. Bank Secrecy Act/Anti-Money Laundering

. Information Protection

. Federal and State security regulations

. MasterCard/VISA rules and regulations, including charge-backs

Credit Reporting Systems

. Dun and Bradstreet Reports (D&B)

. Experian

. TransUnion

. Garden G2

. First Data

. Global Payment Solutions

Education

. Bachelor of Arts in sports management, University of the Pacific,

Stockton, California

. Associate of Arts in physical education, Cerritos College, Cerritos,

California

View my profile on LinkedIn: http://www.linkedin.com/in/pacificajeff

References available upon request

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