BRENDAN BALDWIN
UPPER MARLBORO
Summary
An organized and results-driven professional dedicated to improving processes to increase proficiency and productivity. Strong expertise in grasping new concepts quickly to allow for effective and improved member service and fraud management.
Overview
10
10
years of professional experience
Work History
Card Services Specialist
SkyPoint Federal Credit Union
Germantown, MD
08.2025 - Current
- Assist in reviewing card issuance and reissuance, including instant issue operations
- Assist in reviewing accounts with card-related issues and complaints received from members
- Responsible for processing member credit/debit/ATM card disputes, fraud claims, and account adjustments via Velera or STAR network
- Process necessary claim documentation with appropriate vendors, including Velera and Risk Management
- Provide provisional credit to members and send applicable notices to the cardholder/member
- Assist Risk Management with fraud control programs and procedures related to cards
- Prepare reports for management on card programs and performance
Fraud Investigator
Navy Federal Credit Union
Vienna, VA
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
- Submit and track 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 off
- 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
Vienna, VA
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
Suitland, MD
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
- Effectively communicate with internal workgroups to resolve problems within established service levels
Credit Card Representative
Bank Fund Staff Federal Credit Union
Washington, DC
09.2016 - 08.2019
- Managed customer inquiries regarding credit card services and resolved issues efficiently.
- Assisted members in understanding credit terms, interest rates, and payment options.
- Processed applications for new credit cards and monitored status updates.
- Ensured compliance with banking regulations while reviewing account documentation.
- Supported fraud prevention efforts by diligently reviewing transaction alerts and conducting thorough investigations into suspicious activities on accounts.
- Resolved customer inquiries regarding credit card accounts and transactions.
Education
Associate of Arts -
Prince George's Community College
05-2011
Skills
- Risk Assessment
- Critical Thinking
- Conflict Resolution
- Data Analysis
- Research
- Problem Solving
- Customer Engagement
Timeline
Card Services Specialist
SkyPoint Federal Credit Union
08.2025 - Current
Fraud Investigator
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 - 08.2019
Associate of Arts -
Prince George's Community College