Mahmoud Abu Yousef

Seeking a position within the field of Customer Service, Risk Management and Fraud Prevention to challenge my experience and educational background and provide an opportunity for career development.

Wescom Credit Union

Sr Card Services Fraud Analyst September 2021 till Present

· Analyze fraud trends using specialized systems including Data Choice, CAMs, Spend Trend, FDR and Symitar.

· Writes complex business rules and inputs data into Defense Edge fraud prevention system to prevent fraud while optimizing member use of their cards.

· Trains fraud analysts; provides guidance and support with day-to-day fraud prevention tasks.

· Handle disputed charges claims that are classified as suspicious.

· Research, tests, and recommends the most up-to-date fraud prevention tools offered by First Data Resources, Symitar and Visa USA.

· Makes recommendations on fraud prevention processes and acts as necessary to prevent or limit fraud losses on credit cards and check cards.

· Works fraud prevention reports daily to identify potential trends and to limit losses.

· Maintains accurate fraud and loss statistics. Prepare reports to keep management informed of fraud trends and potential losses.

· Conducts regular meetings with Card Services management to recommend and implement fraud preventative measures.

· Provides fraud prevention and awareness training to Card Services staff and other departments as needed.

· Provides service to members by phone, mail or in personal on all Card Services issues, not just fraud or security issues. Takes escalated calls.

· Acts as a role model for Card Services Department. Performs other duties as assigned.

Wollborg Michelson Recruiting. Golden1 Credit Union

Card Investigations Technician August 2020 till July 2021

· Responsible for the operation of and processes related to card fraud monitoring products. Creating and maintaining a positive and informative member experience when verifying or taking a report of fraud.

· Perform charge backs to assist in the recovery of fraudulent or disputed transactions based on appropriate fraud or dispute codes as outlined by VISA regulation.

· Process reimbursements to member accounts as appropriate with notification based on Regulation Z and E as required.

· Update notes and information on all Claims systems; maintain call records and adjustment maintenance information.

· Perform additional duties as necessary to maintain daily operations.

· Identify, investigate, and respond to card fraud and dispute claims and matters. Review documents for submission of fraud and dispute claims.

· Resolve member/branch issues and related service concerns and report/escalate any potential issues that may affect credit union assets or member satisfaction.

· Collect, evaluate, and document all evidence obtained during an investigation for recovery.

· Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to position.

· Comply with all established internal audit, security and credit union rules, regulations, and departmental procedures.

Faneuil Inc. Blue Cross Blue shield of Michigan

Realtime Analyst January 2020 till July 2020

· Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or liberal leave, assess availability for offline functions and approve/deny as required.

· Monitor schedule adherence and update real-time schedules, monitor, and report agent statuses.

· Produces periodic reports to assist in operational decision making and resource planning.

· Communicate and report KPIs to management and provide real time status updates to Supervisors.

· Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed.

· Update and maintain agent database in Total View IEX such as, processing: new agents, terminations, shift trades, time off requests, and offline time.

· Review and respond to schedule inquiries from management and agents.

· Monitors attendance line and Track and report absenteeism, schedule deviation and forecast adjustments percentages as they relate to schedule overhead.

· Communicate and track workforce management issues to management, as required.

· Manages VTO (Voluntary Time Off), additional PTO (Paid Time Off) based on business needs.

· Assists supervisors and management in understanding the impact of events that occur throughout the day.

Faneuil Inc. Covered-California

Call Center – Lead October 2018 till January 2020

· Handle daily operations and ensure correct procedures are followed and give directions to staff and ensure a smooth call flow.

· Handle complex consumer queries and escalate urgent queries to supervisory level and or to back office.

· Assists the manager with daily operations of the call center.

· Working on special/ ongoing project using Microsoft Office – Excel that are important to process and production improvement.

Call Center Representative August 2018 till October 2018

· Answer and handle incoming consumers’ calls and provide answers to queries related to their health insurance applications.

· Assist consumers with any issue related to their application, such as submitting a new application, report information changes, escalating urgent queries to upper supervisory level. Etc.

· Provide high customer service and comply to policy and State regulations.

Abu Dhabi Islamic Bank. “United Arab Emirates

Card Fraud Monitoring Analyst December 2013 till June 2017

· Live monitor card transactions for any suspected fraud activity; contact cardholders and verify transactions and take immediate action and investigate further in case of proven fraud case.

· Prepare fraud investigations and write off reports for a chargeback process.

· Communicate with card holders and provide card related general assistance.

· Handle lost/ stolen cases and ensure no consumer collusion.

· Analyze compromised card’s activity and identify a Common Point of Compromise for onward reviews and decisions and recommend solutions.

· Respond to Visa International alerts and perform a card block/ replacement request and respond to other internal departments queries related to fraud cases.

· Keep track on fraud cases/ fraudulent transactions for onward analysis.

· Ensure all activities are carried out with the maximum efficiency, security and agreed service standards and safeguard the financial interests of cards business.

· Working on a special project using Excel sheet and setup automated functions and produced detailed spreadsheets to meet management bossiness requirements.

Additionally – Merchant Fraud Analyst December 2013 till June 2017

· Monitor and prevent potential fraud by reviewing Merchant's accounts and POS terminals transactions; identify trends and patterns and summarize key findings to recommend anti-fraud processes and system enhancements.

· Review merchant underwriting applications and ensure policies and procedures are being implemented.

· Evaluate current operational procedure and make recommendations to improve business operational efficiency and identify areas which might lead to threat and financial losses.

· Cooperate with compliance team to understand upstream risks as well as any new and changing regulatory information.

· Maintain database of merchant’s fraud cases and analysis reports for onward review and decision by Head of Acquiring Fraud.

Branch Customer Service Officer May 2010 till December 2013

· Responsible for all customer service aspects that a customer need or perform at branch.

· Assist Branch Manager to operate branch and contribute achieving goals and help in communicating with banks other departments.

· Personally, meet with clients and provide guidance and advice through bank’s products and services and provide suitable financial solutions.

· Establish good relationships and maintain a high level of satisfaction to clients.

· Cross sell bank’s products and services and achieve designated targets.

· Process transactions and ensure adhering to policies and procedures and regulatory banking requirements.

· Educate clients with bank channels for easier use and access to their accounts and products.

· Provide clients’ needs and resolve their complaints promptly and efficiently.

Abu Dhabi Commercial Bank. United Arab Emirates

Contact Center – Supervisor December 2008 till April 2010

· Managing a team of agents which includes conducting regular team meetings, trainings sessions and attendance records...

· Conduct quality call monitoring and produce periodic reports and oversee all aspects of training and development of team members to ensure providing highest customer service level.

· Dealing with customer's complex queries and complaints, provide information and follow up with customers.

· Help new agents on calls to ensure high service levels and smooth call flow.

Additionally

· Managing monthly staff scheduling and forecasting. As well as daily attendance and shift swap.

· Team members of the IVR "interactive Voice Response, along with the testing and implementation using AVAYA hard/ soft phone.

Contact Center – Representative April 2006 till December 2008

· Direct interact with customers via telephone.

· Meeting and Exceeding Sales Targets set as per organizational standards.

· Cross-Sell of bank products to customers and generating leads.

· Provide full Customer service and dealing with customer's queries for all bank products.

· Activation and Blocking ATM Cards and Credit Cards when needed.

· Provide customers with information about their balances for their accounts, loans, credit cards, etc...

· Logging customer complaints effectively and forwarding them concerned departments.

· Educate and migrate customers to IVR (Interactive Voice Response), Internet Banking, Mobile Banking, etc.

February 2006 Arab Academy for Science, Technology and Maritime Transport.

Business Administration- Bachelor’s Degree in Management Information Systems.

· January 1999 Abu Dhabi Secondary school.

High school diploma.