HMBradley
Head of Ops

A team of product specialists, managing the development of FinTech products, such as deposit accounts, credit accounts, and fraud at a high-growth startup.

Year
2020 - 2023

Company
HMBradley

HMBradley Product Suite

  • High-yield digital deposit account with unique saving tier feature

  • Credit card with 3-2-1% cash back based on user spending habits

  • Credit score and monitoring, free feature available to anyone

Scaled the deposit, credit, and fraud operations from the ground up, including building policies and procedures, building internal tooling, onboarding external vendors, and collaborating with stakeholders to ensure all products were operating efficiently and meeting banking standards at a high-growth fintech startup.

Accomplishments

  • Develop daily processes and procedures such as exception management and KYC

  • Built an escalation process for CX to refer cases to Ops

  • Partnered with engineering to create dashboards/ internal tools for monitoring holds/ ACH returns/ overdrafts

  • Formed as banking domain expert for product and engineering teams during new product launches and managing existing products

  • Managed vendor relationships to ensure card and payment operations were exceeding OKRs

  • Enhanced the dispute process to streamline UX

  • Established numerous processes such as 1099 reporting, dormant account closures, bank partner migration, core migration, automated transfer limit increases, automated hold decreases/ increases, and interest reviews and adjustments

Deposit Ops

  • Refined onboarding models based on fraud trends to decrease losses

  • Managed large-scale fraud attacks with minimal losses, which Fintechs are typically targets of

  • Developed transaction monitoring dashboards and internal tools to scale a fraud operations team

  • Oversaw the creation of SARs, OFAC reports, internal fraud reports to document any suspicious activity

  • Implemented a new vendor to improve the CIP, which led to decreases in fraudulent accounts

  • Formed as fraud domain expert for product and engineering teams during new product launches and managing existing products

  • Achieved record-breaking fraud losses as a high growth Fintech with over 500B in deposits

  • Established numerous processes and monitoring to capture risky events including PPP fraud. monitoring, unemployment fraud, ACH fraud, micro deposit fraud, RDC fraud, account takeover and clustered accounts and applications

Fraud Ops

  • Developed monitoring to capture rewards abuse and first party fraud

  • Collaborated with internal/ external vendors to implement a collections process

  • Managed the card servicing models to ensure users experienced frictionless experiences

  • Established numerous processes such as balance transfers, check payments, ACH return payments, credit balance refunds, and charge-offs

  • Formed as credit domain expert for product and engineering teams during new product launches and managing existing products

Credit Ops