nicole wong

* Reviewed suspicious accounts using internal/external fraud tools, & take appropriate action. * Analyzed data to detect fraudulent activity and develop ways to minimize fraud. * Determined and recommended an appropriate course of action following fraud detection. * Helped identify process improvements and contribute to key projects and initiatives. * Worked cross-functionally with our Content Moderation and Community Happiness teams regarding account suspensions, closures, and other fraud related matters.

* Established plans, processes, and technology required to build a Trust & Safety department. * Created, reviewed, and evaluated content for compliance within the Community Guidelines. * Identified fraud trends and prevented bad users from using the platform. * Managed and responded to law enforcement requests (i.e. subpoenas/search warrants). * Managed use of internal and third-party tools to identify and monitor risk factors. * Lead investigations of user reported fraud and misrepresentation on the platform. * Communicated policy decisions that are both sympathetic and empathetic to users’ needs. * Liaise with User Relations, Marketing, Communications, Executives, and industry partners to verify fundraisers for fraud and discuss Trust & Safety issues. * Analyzed, researched, and investigated disputes and errors to proactively mitigate chargebacks with accounts. * YouCaring was acquired by GoFundMe in April 2018. I remained as part of the transition team during GoFundMe's acquisition of YouCaring.

* ● Provided prompt quality customer service along with support to store management. * ● Performed wide range of services including managing customer portfolio, document preparation, account servicing & maintenance, and problem resolution. * ● Exceeded challenging sales & referral goals by proactively selling products and services to customers and referring customers to other partners of the bank. * ● Developed and maintained relationships with Wells Fargo partners (financial advisors, business specialists, etc) to maximize sales opportunities and achieve maximum standards. * ● Used profiling analysis tools to identify cross-sell opportunities and make outbound sales calls typically by phone to increase product per customer ratio. * ● Was acting Assistant Manager and worked closely with leadership team leading & coaching a team of 10-13 bankers and performed other managerial duties.

* Responsible for maintaining and balancing own cash drawer. * Identified and cross-sell bank services and products to JPMorgan Chase partners. * Acquired and performed custodian roles (vault, ATM, & teller cash dispensers). * Managed and resolved customer conflicts respectfully and efficiently. * Worked under limited supervision managing a team of 4 tellers. * Assisted with work flow to ensure tellers are successful, consistently balance their cash daily, have great rapport with people, meet their referral and sales goals, and enjoy helping others all while maintaining ethics, integrity, and embracing diversity.

* Manage the day-to-day operations of the Fraud team under Trust & Safety, handling the areas surrounding fraud, chargebacks, and account security. * Provide regular, actionable, goal-oriented, performance feedback to the team. * Coach, mentor, and develop each members of the team to further their growth at Patreon. * Delegate and prioritize effectively to ensure the team is focused on high-impact needs and allocating time appropriately between core work and projects. * Set clear targets and objectives, and establish KPIs for each area of responsibility. * Communicate team metrics, trends, and results to key stakeholders on a monthly basis. * Identify opportunities to change the product, internal policies, or process to improve user trust and provide a better user experience. * Collaborate with Risk Engineering and Data Science to build on existing, as well as create new fraud prevention and detection mechanisms. * Engage and maintain effective relationships with cross-functional partners, stakeholders, and external vendors.

* Completed SAR, OFAC, and FinCEN filings in accordance with regulatory guidelines. * Investigated identity theft investigation claims and recommended final approval or denial of submitted claims to a formalized Fraud Committee. * Produced timely investigative reports and presented findings and recommendations to management for appropriate case disposition. * Identified and investigated criminal and/or suspicious activity for lenders and borrowers. * Worked and partnered with the Legal & Compliance team in regards to BSA/AML updates and unresolved fraud investigations. * Maintained an organized approach to individual case management gathering facts, overall analysis, and having a hands-on development of individual investigations. * Maintained and challenged existing policies and procedures to drive up to date information and accuracy within the Verification Department. * Provided clear, candid, direct, and timely feedback across the organization.