Kennett Square, Pennsylvania, United States
Led the Fraud Investigations Unit (FIU), managing ~14 investigators responsible for identifying and reporting fraudulent and underage gambling activity to FINCEN and state regulators. Directed staffing, workflow distribution, quality control, and served as the primary liaison for regulatory inquiries.
Owned workflow distribution, staffing oversight, and short-term forecasting for 120+ AML investigators across 5+ workstreams. Partnered with strategy to align resource needs, alert tuning, and operational throughput. Accomplishments: • Managed forecasting, assignment, and staffing for all AML investigative workflows (~250 employees supported). • Maintained SLAs across 5+ channels over multiple years through rigorous pipeline analysis and weekly leadership reviews. • Incorporated Holistic Risk Score (HRS) prioritization into forecasting models to improve alert triage. • Detected alert ingestion failures and coordinated root-cause and remediation efforts. • Developed a 4-week multi-channel forecast integrating alert aging and HRS-based priority scoring. • Oversaw PTO governance to ensure balanced utilization and avoid year-end surplus issues.
Conducted AML rule testing, supported BAU volumes, and partnered with strategy to enhance alert quality. Accomplishments: • Trained across deposit, credit, home loan, and auto loan investigations. • Authored SARs with complex financial activity.
Led a 30-person team responsible for 3rd-party fraud and ATO investigations across multiple channels. Accomplishments: • Shortened hours of operation (9PM to 6PM) after SLA and productivity analysis, improving morale and performance. • Eliminated low-value workflows by analyzing fraud yield and collaborating with strategy (e.g., outdated SilverTail defense, redundant ACH monitoring). • Implemented new Bill Pay fraud defense targeting high-risk payee activity. • Worked with QA to reengineer QA process for ATO team
Led 25 associates in servicing deposit/mortgage products and driving sales through advisory conversations. Accomplishments: • Managed top-performing sales teams; held a national MLO license. • Completed a 9-month training rotation leading new-hire & skill-build training (20+ classroom sessions). • Built Excel-based incentive coaching tools to improve ranking outcomes.