Jenna Duncan
Canonsburg
Summary
Senior Fraud & Claims Operations leader with extensive experience managing large, high‑performing teams, optimizing dispute investigation processes, and driving regulatory compliance across complex financial environments. Proven ability to balance fraud/risk mitigation with a frictionless member experience, strengthen recovery outcomes, and partner cross-functionally with Product, Risk, Compliance, and Engineering. Known for building inclusive, high‑trust teams, identifying operational gaps, and delivering scalable solutions that improve accuracy, reduce time‑to‑resolution, and protect both members and the organization.
Overview
14
14
years of professional experience
Work History
Fraud Operations Senior Manager – VP
Citizens
Pittsburgh
11.2017 - Current
- Lead and develop a hybrid team of 100+ fraud and dispute professionals, driving performance, regulatory compliance, and operational excellence across high‑volume environments.
- Oversee end‑to‑end Regulation E and Regulation Z dispute operations, ensuring accurate decisions, timely resolutions, and strong member advocacy.
- Direct large‑scale risk issues and remediation efforts from identification through successful closure, strengthening controls and reducing regulatory, financial, and reputational exposure.
- Partner cross‑functionally with Risk, Compliance, Legal, Product, and Analytics to identify gaps, enhance fraud/scam investigation signals, and improve upstream detection strategies.
- Champion a member‑centric culture while maintaining a strong control environment, ensuring decisions align with regulatory expectations and operational best practices.
- Present operational insights, risk trends, and performance results to senior leadership, influencing strategic priorities and tooling enhancements.
Armored Service Technician
Loomis Armored US
Pittsburgh
10.2013 - 03.2016
- Entrusted to transport and safeguard millions of dollars in cash and valuables for financial institutions, ATMs, and commercial clients while maintaining strict security and chain‑of‑custody protocols.
- Optimized delivery routes to improve efficiency, reduce delays, and enhance the overall client experience.
- Serviced, repaired, filled, and maintained ATMs to ensure continuous uptime and reliable access for customers.
- Led onboarding and hands-on training for the majority of new hires, reinforcing safety standards, operational procedures, and professional expectations.
- Demonstrated strong situational awareness, adherence to safety procedures, and consistent performance in high‑risk environments.
Security Officer - Corporal
Valor Security Services
Pittsburgh
04.2012 - 10.2013
- Provided a safe and secure environment for patrons and staff in a high‑traffic facility, demonstrating strong situational awareness and sound decision‑making.
- Served as a lead officer on shift, supporting incident response, enforcing safety protocols, and maintaining operational consistency.
- Trained and coached new hires, strengthening team readiness and adherence to security best practices.
- Acted as a point of escalation for on‑site issues, contributing to a stable environment and positive client experience.
Education
Associate of Science - Criminal Justice
Pittsburgh Technical Institute
PA10-2012
Skills
- Regulation E, Regulation Z, UDAAP compliance
- Fraud investigations, scam mitigation, dispute claims leadership
- Process optimization & operational efficiency
- Balancing fraud/risk controls with member experience
- Cross‑functional collaboration (Risk, Compliance, Legal, Product, Engineering)
- Leading large hybrid teams; coaching & development
- Identifying process gaps & implementing scalable solutions
- Improving investigation accuracy & reducing time‑to‑resolution
- Thrives in fast‑paced, high‑growth environments
Timeline
Fraud Operations Senior Manager – VP
Citizens
11.2017 - Current
Armored Service Technician
Loomis Armored US
10.2013 - 03.2016
Security Officer - Corporal
Valor Security Services
04.2012 - 10.2013
Associate of Science - Criminal Justice
Pittsburgh Technical Institute