Adrian J. Morris

*** **** ********* **** ad1z6t@r.postjobfree.com

Hoover, AL 205-***-****

35244

Obtain a leadership position applying creative problem solving and lean management skills with a growing company to achieve optimum utilization of its resources

Education

Advanced Diploma with honors

John L Leflore High School – Mobile

The University of Alabama at Birmingham

Bachelor of Science (Criminal Justice) - 1997 - 2002 Comp Tia Cyber Security Certification - 2023

Summary of Qualifications

Most Recent Business Experience

● Cyber Security Certification

● Bin Attack Prevention enabling EMV 3-D Secure, OTP

● 20 plus years of customer service experience

● 10 Plus years of experience in the field of fraud investigation of customer accounts for debit/credit card fraud, ACH, check fraud, online fraud, wire transfer fraud, friendly fraud, participant fraud, high dollar fraud, generating and processing non-fraud claims, account take over, cedars claims, processing hard holds on customer accounts, reset customer online name as well as password, submitting and processing charge back disputes with Visa, submitting and processing Visa exceptions, representments, elder abuse, Suspicious Activity Reporting (SAR)

● 10 plus years of experience in Regulation E compliance as well as 7 years Omnichannel/E Commerce

● 10 plus years of experience meeting and exceeding monthly metrics

● 10 plus years as a Subject Matter Expert for new hire training classes as well as agent upskilled training classes

● 10 plus years of experience in agent call auditing and quality monitoring for new hires as well as experienced agents

● 10 plus years of experience with claim denial report auditing and processing

● 10 plus years of experience with agent call coaching

● 10 plus years of experience in the resolution of customer escalations and complains

● 10 plus years of project management skills in the field of Visa updates and Customer Authentication

● Excellent communication skills speaking with customers to gather and determine fraud/non fraud claim identity and if dispute rights exsist

● Proficient in Microsoft Office

● Types 40 plus words per minute

● Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

● Ability to navigate multiple computer screens while working on the phone

● Excellent verbal, written, and interpersonal communication skills

● Experience assessing and meeting the needs of customers

● Customer service focus with the ability to listen to customer needs and execute immediate claim decisioning and solution

● Excellent computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information

● Solid creative and strategic thinking skills

● Advanced analytical skills with high attention to detail and accuracy

● Experience meeting high production and quality standards in a fast paced, development and production support environment

● Maintain detailed records of suspicious activity, analyze trends, communicate security threats to management and provide recommendations for loss mitigation as needed

● Analyze the internal and external fraud prevention tools outcomes and provide professional feedback as needed

● 10 plus years of experience in a product management role

● Strong understanding of NIST 800-63 security frameworks and the different forms of identity verification

● Knowledge of contextual risk signals (network, geo-location, IP address, etc) and it’s role in the risk assessment

● Familiarity with common fraud vectors such as Synthetic Identity Fraud, Account Opening Fraud, etc

● Extremely proficient with all social media platforms

● 10 Plus years as a Subject Matter Expert (SME) with BSA/AML/Regulation E/ Regulation Z/ Regulation CC/ Regulation T

● 10 Plus years experience in AML Operations (including monitoring & surveillance, customer risk rating, investigations, regulatory reporting, management reporting, and sanctions screening)

● 10 Plus years Experience in Data and Reporting infrastructures leveraged for AML Operations

● 10 Plus years Knowledge of Project Management and Change Management around larger-scale initiatives

● 1 year SAS experience

PSCU Credit Union

12/2022 - Current

Director of Vendor Fraud Management Compliance and Operations To Govern all Vendor Fraud and Operations by mitigating and minimizing write off loss according to Government and company policy and compliance. To manage teams of managers and agents during the implementation, execution and audits of all Fraud Projects. To mentor, teach and train managers as well as agents to advance within the company. To ensure that all agents are meeting and exceeding the production metric goals and expectations. To ensure the confidentiality of customer personal information according to company compliance. To ensure that Bin Attack prevention is in place through OTP and EMv-3D Secure. Bank of America via Signature Consultants

08/2021 - 05/2023

Project Manager of Fraud Reconsideration/ State Exit/ ACH/ Online/ E Commerce Claims Department

Program and Project Meeting Management:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Manage and develop the global fraud team and own the processes and tools required to identify high-risk business problems and develop recommendations and solutions to best manage the risks Monitor and review account activity and transaction data for suspicious activity and possible fraud. This includes reviewing, investigating and resolving irregular transactions both on the merchant level and the end users’ level Provide recommendations to Senior Management on merchant remediation Develop and prioritize agenda topics, follow up on action items and manage closure of open items. Coordinate the agenda activities around the project plans, financial results and opportunities.

Plan for critical meetings including schedule management, pre-work, meeting topics, supporting materials and follow-ups.

Develop and execute on program deliverables relevant to DPS product lines Track action plans and develop communication on progress Work through challenges, identify bottlenecks and dependencies, and unblock teams for execution

Manage employees while monitoring production and quality Lead definition and delivery of solutions to complex problems that result in the reduction of fraud losses, reduction in operating expenses and/or enhancements to client experience

Actimize, researching on the internet, and using LexisNexis. Conducting investigations in OFAC, Anti-Money Laundering, Fraud, and Payments

FinCEN SAR e-filing

Managing priorities

Working in a team environment with a track record of building relationships and working collaboratively

Own relationship with key business partners in risk, product, technology, and other line-of-business organizations as appropriate Manage team of execution managers, leads and analysts Leads the assessment of potential new projects, analyzing opportunity and defining approach and business case

Prioritize opportunities and set the agenda for team's work in the space in partnership with executives and leaders from across organizations Ensure department metrics are being met by departmental associates as well as individual team members.

Monitor attendance tracking

Initiate and process accountability measures for team members in the department

Initiate weekly update meetings as well as give direction for best practices for policy changes

Teach and train department team members on policy expectations as well as quality errors.

Key Bank

02/2021 - 08/2021

Senior Fraud Analyst

Process all claims for immediate claim resolution according to Regulation E compliance

Process fraud and non-fraud chargebacks

Processing all claims including debit card, credit card, ACH, online fraud claims, E Commerce, pin base claims, account to account transfer claims, non fraud, money movement claims

Teaching, training and mentoring new hires as well as seasoned agents Process claim denial reports

Quality call monitoring as well as coaching for improvement Customer complaint resolution as well as customer complaint de-escalation Hard hold placement as well as full customer personal and business account investigation

Wells Fargo 02/2016 – 09/2020

Fraud and Claims Operations Analyst 4

● Generate fraud/non fraud debit card, ACH, check fraud, cedars, online, wire fraud claims according to customer needs

● Investigate and process claims immediately with a full claim resolution according to company policies and guidelines

● Facilitate new hire training as well as agent upskill training as a subject matter expert

● Process visa charge backs, exceptions as well as representments

● Advise customers of claim resolution

● Facilitate weekly team meetings advising agents of recent departmental updates and assist team members with their performance metrics and career development

● Evaluate and implement departmental performance standards

● Research and resolve moderate to complex account discrepancies minimizing loss to customer and bank

● Answer inbound and outbound customer calls and claim inquiries while developing and implementing standardized work processes across the department.

● Consistently maintain performance metrics and participate and/or manage related departmental projects.

● Reviews and investigates customer cases, reports and work for potential and actual loss.

● Minimizes fraud and organizational risk. Performs early detection of suspicious activity. Controls and prevents losses. May lead the work of and/or train detection and investigation staff.

● Researches and analyzes bank activities and reports to detect and prevent possible fraudulent and suspicious activities. Recommends disposition. Identifies gaps and control enhancements.

● Uses defined research procedures to identify and resolve issues. Identifies trends and escalates as appropriate.

● Follows standards and practices to mitigate fraud and other risk exposure and loss. Shares best practices among the team and/or service partners.

● Prepares and maintains appropriate documentation of analysis performed and coordinates with internal or external stakeholders as appropriate

Wal-Mart 12/2012-01/2016

Asset Protection Manager

Developing and implementing highly effective and efficient surveillance strategies for producing the highest quantity and quality of video evidence to help our clients save money or get more fraud convictions. Reviewing all case-related documentation for pre-surveillance planning. Performing spot-checks on first-day surveillance and locates. Conducting surveillance on foot whenever necessary. Reporting all significant surveillance problems or opportunities to the Surveillance Team Manager by phone.

Adhering to local laws regarding privacy, trespassing, and roping Working with the highest degree of integrity and ethics while performing your job duties.

Preparing accurate & timely investigation reports detailing your investigative efforts and observations. Your report is your work product. Testifying in court as a witness and presenting the video evidence that you obtained.

Investigate Healthcare and Workman's Compensation Claims

● Investigate all internal and external fraud as well as theft

● Investigate video footage to determine source of theft or fraud

● Facilitate check fraud training among Asset Protection Associates, Assistant Managers, Store Manager, Cash Office employees as well as Customer service and Money Center Employees

● Assist local Law Enforcement, FBI and Secret Service with ongoing investigations

● Interview and interrogate internal and external subjects to determine theft history and trends

● Adhere to all court dates as well as testify to factual evidence of facts in a court of law

● Complete detailed depositions of criminal events and obtain arrest warrants for external and internal criminal subjects

● Conduct weekly shrinkage audits of Pharmacy, Hazardous Waste Materials as well as entire store

● Facilitate and organize Law Enforcement Personnel for special events

● Conduct Vendor investigations and audits

● Facilitate new hire, safety and team meetings communicating updates to ensure compliance

● Identify and implement solutions for internal shrinkage

● Facilitate fund raising events

● Motivate others to reach desired performance goals by consistently through coaching and mentoring

● Ensure staffing and coverage of Asset Protection Associates

● Experience with Ecommerce fraud prevention, Loss Prevention, Sales Audit, and Customer Service Experience

● Strong ability to manage multiple tasks

● Skilled in both verbal and written communication

● Skilled to manage a direct a team

● Familiarization with Chargeback presentment

● Strong Internet research skills

● Ability to navigate multiple programs /systems at one time

● Familiarization with card not present payment standards

● Strong ability to manage multiple tasks

● Knowledge of CCTV equipment and functions

● Skill in dealing courteously with public

● Knowledge of basic security and fire inspection procedures

● Skill in observing situations and decision making Lafarge Aggregate Company North America 12/2010-

09/2012

Safety Manager

● To properly administer annual safety training

● Conduct research to evaluate safety level of products

● Provide safety inspections report accidental safety findings by deadline

● Identify and assess issues, make quick decisions, and implement solutions to ensure compliance

● To properly administer annual safety training to all Birmingham employees according to OSHA/MSHA compliance and regulation.

● Maintain all daily, weekly and monthly safety inspections and reports of multi-unit Birmingham area according to OSHA/MSHA compliance and company policy.

● To record, document and email results to immediate management in a timely manner.

● Complete all annually required OSHA reports.

● To manage and coordinate annual OSHA training for employees.

● Review FROI, set up and conduct post injury calls with employees.

● To Conduct daily yard checks to ensure employee safety in accordance with OSHA compliance and regulations

● To ensure all drivers conducted daily brake, lighting and full vehicle inpections Sears 05/2002 – 06/2005

Loss Prevention Assistant Manager

● T o investigate all internal and external theft

● To write detailed depositions/reports for all prosecuted cases

● To interview dishonest associates

● To apprehend and detain shoplifting suspects

● Responsible for making, printing, and posting weekly schedules

● Responsible for safety team and employee safety training Regions Bank 11/1999-05/2002

Senior Check Fraud Analyst

● Investigate physical checks for possible fraudulent findings

● Document all investigation activities and prepare written reports of investigation findings

● To analyze financial data for possible fraudulent activities

● Responsible for maintaining accurate, details related to fraudulent account activity

● Interview witnesses/suspects and take statements

● To complete all work, emails, and report activity of all accounts by daily deadline of 5oclock

● Received cross training in fraud departments including check kiting, deposit fraud and garnishments and levies

Contact this candidate