Eric Hawthorne

Experience

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  WACHOVIA BANK, NATIONAL ASSOCIATION

  Aug 1998 - Oct 2010

  Fraud Manager

  Banking operations and Fraud Operations overseeing detection and investigations teams for multiple products including consumer and business accounts and credit products

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  Wachovia, A Wells Fargo Company

  Oct 2010 - Oct 2021

  Financial Crimes Manager

  Lead all operations for New Account Fraud Detection including new customer onboarding and transactional monitoring for new account fraud risk and enterprise wide risk referral program so any suspected fraud risk could be evaluated and mitigated Lead Line of Business Referral process for enterprise fraud risk management and oversaw growth from less than 10 internal clients to more than 50 internal clients on a recurring basis requiring growth from a team of ten specialists in one site to a multi-site operation of over 45 employees supporting all domestic time zones Maintained immediate action, one day and two day service level commitment for high risk referral program at over 90 percent New Account Review service levels exceeded queue penetration targets of 80 percent Lead complaints process improvement process with a sub team reviewing complaints data and lead adoption of countermeasures to improve customer satisfaction and manage fraud risk  Implemented Industry Shared Fraud Reporting of small dollar loss events in parallel with Financial Crimes Investigation process resulting in increased industry participation with minimal disputes Show less

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  Wells Fargo

  Oct 2021 - now

  Fraud and Claims Operations Senior Manager

  Lead Deposit Specialty Detections organization which included management of operations for New Account Originations, Return Item Investigations, Digital First Party Fraud Detection, High Risk Account Closure, and Furnishing teams in multiple sites across corporate footprint. Teams are responsible for working fraud strategies across different models and to identify bad actors or perpetrator fraud and managing operational components of running fraud program including account closure and other day to day activities.-Teams emphasize continuous improvement with error rates less than one percent, speed to detection and good customer retention so that profitable relationships are maintained while those relationships and transactions identified as fraudulent are removed from processing-Lead all compliance efforts associated with business including collaboration with testing partners on existing business and new business and processes-Consult with strategy development partners on emerging trends and threats, lead and participate in industry working groups for awareness of broader industry trends-Partner with product managers on new products to ensure fraud risk is managed before public offerings of new banking services-Teams have history of successfully meeting and exceeding loss and financial targets while managing productivity and financial goals. -Lead Shared Fraud Reporting (FCRA) program in partnership with Corporate Risk/BSA Group-Individual teams performed at over 90 percent Service Level -Improved same day detection of highest risk detection strategies by 90 percent Show less