JENN SCHILLING

SUMMARY

Seasoned Fraud Specialist with 14 years of experience in fraud detection, prevention, and mitigation. Proven track record in reducing chargebacks, identifying fraud patterns, and implementing effective fraud detection tools. Seeking to leverage expertise in fraud analysis, KYC procedures, and process improvement in a Fraud Specialist role. Customer Service. Detailed knowledge of vendor systems and tools offered by Salesforce, ThreatMetrix, EmailAge, White Pages Pro, CyberSource, TLO, LexisNexis, CLEAR, and MyVerify. PROFESSIONAL EXPERIENCE

Eventbrite - Remote Office- Fraud Operations Specialist June 2022- Dec 2023 Evaluate and accurately classify cases flagged for manual review, ensuring swift resolution and minimal disruption. Investigate chargebacks, collusions, and potential new fraud patterns, tagging and documenting findings for future reference. Reviewed payments for fraudulent behavior. Customer Service via Salesforce.

WynnBET Interactive – Las Vegas, NV – Analyst, Payments/Fraud July 2021-present Independently determined fraudulent activity and acted according to agreed procedures with regards to transaction acceptance and account blocking. Reactively and proactively conducted analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity. Investigated suspicious alerts (internal & external) with proper analysis and follow-up. Escalated any suspicious behavior or transactions relating to AML procedures. Identify potential bonus hunters & fraud rings. Know Your Customer (KYC) documents. Filed chargeback representments.

SENDWAVE - Remote Office - Chargebacks Investigator 1/19 to 10/2020 Worked closely with the Compliance Team to deliver high-quality Suspicious Activity Reports (SARS) and narratives. Helped build and finesse chargeback processes so they functioned as effectively as possible by providing feedback from chargeback investigations and emerging fraud patterns. Made outbound calls to users (legitimate and fraudulent) to suss out investigations and to recoup chargeback losses where possible. Provided insights to fraud investigations, processes, and suggested changes to help streamline those processes. ADOBE – San Jose, CA

Consumer Payments Analyst 1/18- 1/19

Processing chargebacks. Systems include merchant acquiring portal, global gateway and customer relationship management software. Use of Paymentech, ClientLine, and PayPal SIGNIFYD – San Jose, CA

Sr. Fraud Analyst 5/16 – 01/18

Reviewed, analyzed, and made fast accurate decisions on cases flagged for manual review. Documented investigational findings and conclusions. Reviewed and analyzed various notifications and escalations to identify fraud patterns. Summarized key findings and recommended improvements to fraud mitigation. Customer service and outbound calls to verify orders for merchants.

FLINT MOBILE – Redwood City, CA

Sr. Fraud Analyst 10/14-02/16

Vetted Merchants and transactions for hostile and friendly fraud activity, including manufactured spend activity. Originated and implemented improvements to the in-house fraud detection tools. Developed critical strategies to lower CNP chargebacks by 50%. Customer Service relating to fraudulent activity and fraudulent merchants. REDBUBBLE.COM – Campbell, CA

Sr. Fraud Analyst 07/12-09/14

Website membership administration related authentication of artists and their works to thwart hostile CNP fraud. Cross-functional team contact with Development to implement fraud structures and triggers. Re-vamped the entire rule-set in ThreatMetrix for better fraud flagging capabilities. Continuous improvements to fraud rules and triggers as fraud patterns fluctuated. Chargeback representment submittals. Lowered the chargeback rate to 0.01% and maintained that rate for two years. Investigation of emerging patterns, fraud patterns and buying patterns. Fraud costs and trends reporting, cardholder contact. THE RUBICON PROJECT/FOX AUDIENCE NETWORK – Los Angeles, CA Sr. Fraud Analyst 3/09-01/13

Development of Editorial, Customer Service, Account Management, and Risk Mitigation guidelines via analysis, spreadsheet and report creation, and tool development. Solely developed and owned the Fraud Department. Created a collections process with Finance, Account Management, and Customer Service. Implemented processes for successful fraud review of new and existing customers. Oversaw refunds, force bills, and billing issues in connection with Customer Service and Account Management. Reduced chargebacks to 1% of sales and maintained that rate for three years.