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Act as Shift Lead, monitoring daily productivity, quality, TAT, and absenteeism across queues
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Prepare and distribute daily, weekly, and monthly MIS reports for management and clients
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Create, review, and update SOPs, process maps, and workflows to ensure SLA compliance
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Conduct end-to-end fraud investigations including ATO, ID Theft, Money Mule, and Account Abuse
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Monitor E-Trade brokerage, IRA/Roth IRA, custodial, and investment accounts for suspicious activity
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Review and investigate Check, ACH, Wire, Zelle, and POS transactions, including returns and deposits
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Raise Stop Payments, Trade Busts, and Exception Payment Requests (EPR) to prevent financial loss
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Perform high-risk ID and document verification for new and existing stock plan accounts
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Create detailed incident reports, recover unauthorized payments, and escalate fraud trends
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Support payment teams during high-volume periods, including wire and Zelle clearances
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Provide training, mentoring, and knowledge transfer to new joiners and team members