Jennifer Jeansipen

Provided guidance towards creation of SOP for High-Risk Fraud alert reports , Po Box procedure and at-risk Senior List.

• Trained over 7 new staff members on daily business operations regarding High-Risk fraud alert report, at risk seniors list and po Box review.
• Participating in the production of Fraud awareness month focuses on creating an informative campaign tailored to educating peers on fraud prevention strategies.
• Reviewed and updated outdated tracking systems (HRFA, TU Data breach & Senior's list)
• Conduct daily review/investigation of incoming customer applications restricted due to fraud concerns.
• Apply diligence in conducting outbound investigation for onboarding customers, focused on minimizing fraud risk through authentication, KYC and biometric verification.
• Identified fraud/scam vulnerabilities , risks and ongoing fraud trends and developed strategies to mitigate risk by collaborating with team members.
• Adjuring to business expectation and ensuring all onboarding applications have been reached within SLA of 2-3 business days.

• Recovered over 70k in stolen fraudulent funds through Email Money Transfers by conducting thorough account investigation using IP tracking, customer login observation and customer digital behavior.
• Trained new incoming staff on different functions, task and investigation methods for acquitting or identifying fraudulent forensics pattern.
• Communicate with other financial institutions regarding fraud trends and following trail of funds to confirm legitimacy of customers and their funds.
• Work on biller fraud, Email money transfer, Western Union fraud, Bad mobile and bad logins.
• Review source of funds and determine their legitimacy such as cheque deposits, direct deposits, EMTs , Wire transfers.

• Answering a daily average of 50-60 inbound calls addressing customers fraud reports/concerns.
• Implemented risk response to ongoing fraud trend to mitigate further losses to the bank.
• First point of contact for fraud prevention, in charge of opening cases for fraudulent transaction reported by customers for both Credit and Debit cards. ,
• Execute Routine tasks such as service requests, transactions, queries etc., within relevant service level agreements
• Analyzes customer forensics profile with the bank, reporting mismatch data to higher security for additional investigation.
• Recognized for most enrollment of Voice recording for Td customers and obtain 15 sunshine calls for exceptional service.