Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brendan Baldwin

Upper Marlboro

Summary

Dedicated, detail oriented professional with over 10 years of experience in report writing, data analysis, fraud reporting, chargebacks, and general ledger reconciliation.

Overview

9
9
years of professional experience

Work History

Fraud Intake Coordinator

Capital One
10.2024 - Current
  • - Handle inbound calls related to fraud and disputes, providing assistance to customers
  • - Exercise independent decision-making and good judgment in resolving issues
  • - Communicate effectively with customers, management, and peers to ensure customer satisfaction
  • - Utilize exceptional listening and de-escalation techniques to manage customer interactions
  • - Maintain a reliable and secure home office environment for optimal performance

Fraud Investigator (Credit Card Recovery)

Navy Federal Credit Union
11.2022 - 02.2024
  • - Request additional documentation when required for investigation
  • - Leverage appropriate resources to support the identification and initiation of fraud or abuse investigations, and ensure relevant information is appropriately collected, analyzed, and documented
  • - Submits and tracks chargebacks
  • - Identifies commonalities/patterns in fraud cases and escalates to ensure fraud risks are addressed
  • - Perform general ledger transactions and balance GL accounts related to credit card chargebacks and charge offs
  • - Monitor systems to detect possible fraudulent behavior related to card usage
  • - Research claims of unauthorized transactions per Regulation E guidelines

Card Fraud Prevention Specialist

Navy Federal Credit Union
07.2021 - 11.2022
  • - Conduct investigations into suspicious activity and document findings
  • - Monitor member accounts and transactions for any suspicious activity
  • - Analyze member behavior and transactions to identify potential fraud
  • - Communicate with internal teams to recommend appropriate actions to mitigate fraud
  • - Review data gathered to substantiate/disqualify a loss claim or charge off, and escalate as needed
  • - Research public record databases such as TLO, LexisNexis, and Splunk to verify information to assess potential fraud risk
  • - Detect fraud trends, red flags and recommend preventive measures to business units

Card Support Services Analyst

Andrews Federal Credit Union
09.2019 - 09.2020
  • Receive member claims and documents them for tracking purposes
  • Prepares correspondence/documentation for members throughout claim process
  • Prepare appropriate adjustment entries to settle the member and/or program accounts
  • Submits and tracks chargebacks
  • Effectively communicate with internal workgroups to resolve problems within established service levels
  • Ensures compliance with regulatory claim process
  • Identifies commonalities/patterns in fraud cases and escalates to ensure fraud risks are addressed
  • Review and reconcile outstanding general ledger suspense account to ensure proper processing of all member transactions.

Credit Card Representative

Bank Fund Staff Federal Credit Union
09.2016 - 07.2019
  • Assist branch representatives and Communication Center representatives via the telephone queue
  • Process CUNA Insurance claims on behalf of credit union to account for monetary losses due to fraud
  • Send out FALCON e-mails to members with potential fraud/suspicious transactions on debit card
  • Process debit card disputes in according with Co-Op procedures and regulations
  • Review member transaction history/documentation to determine dispute rights available
  • Process authorized user requests for members adding signers to credit cards
  • Prepare and complete account reconciliations/analysis for General Ledger accounts, including verifying transactions and reconciling discrepancies.

Education

Associate of Arts -

Prince George's Community College
Largo, MD
05.2011

Skills

  • Customer service, Communication skills, Time management, Analysis Skills, Investigations
  • Data entry
  • Documentation and control
  • Documentation and recordkeeping
  • Decision-making
  • Report preparation
  • Report writing
  • Teamwork and collaboration
  • Excellent communication
  • Organizational skills
  • Effective communication
  • Verbal and written communication

Timeline

Fraud Intake Coordinator

Capital One
10.2024 - Current

Fraud Investigator (Credit Card Recovery)

Navy Federal Credit Union
11.2022 - 02.2024

Card Fraud Prevention Specialist

Navy Federal Credit Union
07.2021 - 11.2022

Card Support Services Analyst

Andrews Federal Credit Union
09.2019 - 09.2020

Credit Card Representative

Bank Fund Staff Federal Credit Union
09.2016 - 07.2019

Associate of Arts -

Prince George's Community College

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Brendan Baldwin