Customer Service Sales

Profile

Accomplished Credit Analyst / Risk Manager seeks opportunity to maximize rewards and prevent losses in a collaborative environment, using innovative applications of credit analysis and risk assessment. Expertise includes:

Team Leadership

Credit/Fraud Analysis

Risk Assessment

Project Management

Compliance

CAREER EXPERIENCE

Visa Inc. (Contract)

Associate Operating Regulations Compliance Analyst, May – August 2011

Responsible and accountable for general member compliance with the Visa International Operating Regulations (VIOR), Regional Operating Regulations, and By-Laws. Process consumer acceptance complaints and other ad-hoc violations to ensure compliance. Manage internal and external relations of compliance negotiations and processes, ensuring minimal brand and reputational risk exposure to the Visa Inc. enterprise. Responsibilities include:

• Monitor, investigate and validate the compliance status of members

• Assess impact on the Visa brand, members’ businesses and wider relationship with members

• Assess feasibility of suggested remedial action and where required follow procedures for recommending fines for enforcement

• Liaise with members and Visa Inc. Sales/CSS Account Executives to ensure member understanding and compliance with the VIOR, Regional Operating Regulations, and By-Laws

• Track and control compliance actions plans as submitted by members

Global Collect Services USA Inc.

Risk Manager, March 2009 – December 2010

Underwrote merchant accounts to optimize the risk-reward balance at Global Collect, a leading payment service provider for international customer-not-present transactions. 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. Established the San Francisco Risk and Compliance Department and managed accounts to eliminate losses from the portfolio. Significant achievements:

• Underwriting 20 – 25 new merchant accounts per month, fulfilling service-level agreement to process applications within five business days.

• Innovating quarterly risk and compliance assessment for top 100 merchants and high-risk merchants, utilizing risk-rating models to revise security settings.

• Designing and implementing a monthly fraud screening process, ensuring first response within two business days of suspicious activity.

• 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 to ensure they do not exceed €50K per quarter.

• Supporting customer service and sales representatives to exceed customer expectations.

CyberSource Corporation

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. Collaborated with sales team to optimize merchant acquiring based on business models, financial statements, and operational and processing integrity. Engaged business partners to streamline application process. Significant achievements:

• Recommending risk classification policies and risk-mitigating measures, such as required deposit levels for new accounts.

• Implementing systems to monitor daily risk management reports on existing accounts, 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 exceptional merchant activity.

Bank of America Merchant Services, San Francisco, California

AVP Credit Team Lead 1, July 2000 – October 2005

Team Leader, March 1999 – June 2000

Credit Analyst, August 1993 – February 1999

Led Merchant Approval team to reconcile accounts and resolve agent bank and indirect market inquiries, including deposit discrepancies, account set-up errors, and charge-backs. 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 expedite the approval process. Identified and evaluated suspicious wire and other activity in compliance with the Bank Secrecy Act/Anti-Money Laundering program. Completed Kaizen Now training in 2002 and implemented Process Excellence and Six Sigma tools to streamline Merchant Approval operations. Significant achievements:

• Establishing Merchant Approval unit in Richmond, VA. Training associates in all aspects of application review and approval. Working with technical support associates to initiate ASAP, the Merchant Approval platform. Providing subject matter expertise to streamline operations.

• Serving as primary liaison between Merchant Approval Group and Technology Management in transition to on-line tracking system. Overseeing conversion and training staff.

• Analyzing approval criteria to develop a numerical scoring system, expediting credit reviews. Developing and testing rating system to assess its potential value.

• As a core member and subject matter expert for the Business Management Solution team, collaborating with other project managers to create a new technology solution for the operational delivery of merchant accounts.

• Working with product group to test various new releases and developed procedures for Merchant Approval Group to support the new product.

Regulatory and Compliance Proficiencies

• Sarbanes–Oxley (SOX)

• Know Your Customer

• Bank Secrecy Act/Anti-Money Laundering

• Information Protection

• Federal and State security regulations

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

Visa Technology Systems

• TLC

• MARS

• MicroStrategy

• Profiler

• VID

Credit Reporting Systems

• Dun and Bradstreet Reports (D&B)

• Experian

• TransUnion

• Garden G2

• First Data

• Global Payment Solutions

EDUCATION

• Associate of Arts in physical education, Cerritos College

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

References available upon request

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