Marques Gaffney
Philadelphia
Summary
A proven Financial Fraud Prevention Analyst with over 10 years of Banking experience, successful at Fraud Prevention and Mitigating Bank Fraud Loss for personal and business account holders. Knowledgeable in the detection of traditional and digital Person 2 Person (P2P) bank fraud.
Overview
12
12
years of professional experience
Work History
Fraud Support Analyst
Ally Bank
Philadelphia
08.2024 - Current
- Respond to 25+ calls per day pertaining to Zelle Fraud and Fraud Restrictions placed on customer accounts.
- Perform fraud review analysis to mitigate and determine fraud or false positive fraud on accounts.
- Mitigate fraud loss on Account Take Overs
- File fraud disputes, Zelle fraud disputes, and Elder Abuse claims.
- Question and document information from customers related to current fraud investigations.
- Provide investigation updates to customers.
- Assist with various channels with the bank in Customer Service, Risk, Deposit Services for questions, research, and information regarding fraud concerns on accounts.
- Perform outbound calls to contact customers regarding potential fraud and suspicious account activity.
- Mitigate fraud by restricting accounts and Online Banking access.
- Responsible for maintaining efficient time management while on a call and performing accurate aftercall documentation.
- Proficient with using the following fraud mitigation software: WEBCSR, Fraud Net, Cash Edge, Lexus Nexus, Salesforce, CMX, SaS Fact, Vision Archive, and FIS Payments One.
Fraud Prevention Analyst
WSFS Bank
07.2021 - 05.2024
- Mitigate deposit, check, ACH, wire, Zelle, and elder abuse fraud with the assistance of fraud mitigating software Verafin.
- Analyze customer accounts for transactional anomalies and potential fraud trends.
- Report to FIS (IBM Real Time Safer Payments) for customers who are experiencing fraud or legitimate Zelle transactions.
- Decision Zelle fraud dispute, credit customer accounts who have confirmed fraud.
- Request reimbursement of fraudulent funds customer loss from Zelle transactions to FIS.
- Log Zelle dispute losses for daily, quarterly, and yearly bank loss reporting.
- Collaborate monthly with FIS on Zelle fraud and how to improve Zelle fraud loss for the bank.
- Draft and submit Suspicious Activity Reports (SARs) per federal and bank operating procedures.
- Disable and reinstate online banking profiles that were compromised by scammers.
- Review proof of repair statements provided by customer to reinstate disabled compromised online banking profiles.
- Report elder abuse claims with the appropriate state agencies.
- Attend court proceedings for bank fraud cases involving the bank.
- Draft policy and procedures for digital bank fraud and Zelle fraud procedures for the bank’s retail departments (Branches and Customer Contact Center).
- Communicate with the bank’s customer service outlets (Branches and Customer Contact Center) to assist staff with fraud questions and situations presented to them by bank customers.
- Assist management with training new and existing staff with bank procedures and fraud mitigation best practices.
Digital Specialist/Customer Contact Center
WSFS Bank
04.2018 - 07.2021
- Assist in conflict resolution for personal and business customers dealing with fraud and merchant disputes, communicating bank policies and procedures, and general account maintenance.
- Obtained certified digital specialist certification, which allowed me to assist customers in trouble shooting online banking issues, assist in online banking profile enrollments, Beta-App testing and resolving or escalating technical issues.
- Reviewed and replied to secured emails submitted by customers dealing with banking or customer service issues.
- Received 120 incoming calls daily to assist customers for customer service matters.
- Trained new hires and existing cohorts in best banking business practices.
Bank Specialist
TD Bank
10.2013 - 01.2015
- Answered an average of 120 inbound calls from customers throughout North America.
- Opened new checking, savings, and credit card accounts to maintain monthly sales goals.
- Assisted customers with fee adjustments, fraud and merchant disputes, and general account inquiries.
- Participated in sharing best business practices in team meetings.
- Collaborated with management in roundtable discussions monthly on how to make the contact center processes more efficient.
- Held the position of Vice President for the local bank chapter of Toastmasters International.
Education
B.A. - Political Science, Business Administration
Winston Salem State University
Winston Salem, North CarolinaSkills
- FRAUD PREVENTION
- FRAUD DETECTION
- FRAUD MITIGATION
- ZELLE FRAUD DETECTION
- ZELLE FRAUD MITIGATION
- ZELLE FRAUD REPORTING
- BANKING ETHICS KNOWLEDGE
- POLICY COMPLIANCE
- FRAUD TREND IDENTIFICATION
- ARTICULATE PRESENTATIONS
Timeline
Fraud Support Analyst
Ally Bank
08.2024 - Current
Fraud Prevention Analyst
WSFS Bank
07.2021 - 05.2024
Digital Specialist/Customer Contact Center
WSFS Bank
04.2018 - 07.2021
Bank Specialist
TD Bank
10.2013 - 01.2015
B.A. - Political Science, Business Administration
Winston Salem State University