Rory Cunningham

Experience

• 

  Baha'i World Centre

  Jun 2009 - May 2012

  Media Archivist

  Researched audio-visual digital capture standards and ensured all outsourcing projects are of an archival standard. Liaised with external vendors and curators for service contracting, troubleshooting and research and development purposes. Catalogued audio-visual and photographic materials, wrote reviews and assessed materials for preservation purposes. Fulfilled requests and supplied reference services for researchers and users of the collection. Completed administrative duties: scheduling / prioritising, drafting correspondence and filing materials. Show less

• 

  PayPal

  Nov 2013 - Jul 2022

  • Successfully managed global fraud leads and escalations from other departments, providing valuable feedback and updates to improve processes and policies. • Demonstrated expertise in detecting and responding to sophisticated money laundering operations, adhering to compliance regulations and escalating suspicious activity for reporting.• Conducted thorough and efficient reviews of complex, high-profile fraud claims referred by the financial ombudsman services, providing clear and actionable recommendations. • Utilized SQL and Excel skills to conduct proactive fraud reviews, identify risk indicators, complete root cause analyses, and prevent significant losses.• Key role as a Subject Matter Expert to support Risk Investigator team-mates:o Ensured adherence to quality and regulatory standards through the completion of weekly quality assessment reviews and personalized coaching and mentoring. o Onboarded and supported new hires, helping them to achieve their targets and stay up to date with processes and procedures.o Delivered engaging and informative weekly Team Learning Session presentations, sharing valuable knowledge and expertise with team members.• Trained and mentored outsource team members in limitation appeals and fraud reviews, resulting in significant improvements in performance, with 7 employees ranking in the top 50% and 4 of them ranking within the top 15%.• Earned recognition for outstanding work investigating a high-value cash back reward abuse case, creating new risk rules to prevent future incidents and saving the company from significant loss Show less • Reviewed approximately 100 global PayPal accounts daily, accurately determining legitimacy of activity and account holders, identifying associated risks posed by fraud indicators, and ensuring appropriate restrictions were placed and regulatory obligations were met.• Demonstrated proficiency in KYC and customer due diligence processes, conducting thorough and compliant reviews of customer information to identify potential risks and ensure regulatory compliance.• Reviewed and processed customer unauthorised access and stolen financial claims, handled account limitation/restriction appeals and responded to fraud and customer due diligence related email queries. • Detected multiple fraud types including account takeover, stolen financials, collusion, money laundering, unauthorised account creation/stolen ID, high-risk selling activity, and notified management of any trends or patterns.• Consistently achieved all metrics targets, including over $170,000 in annual savings and accuracy in decision making. Show less • Responded to 70+ customers (from North America, and later from UK and Ireland) daily, resolving a wide range of problems: payment issues, holds and reserves, adding or withdrawing funds, disputes and claims mediation, resolving compliance and risk related restrictions, filing and reviewing stolen financial and account takeover claims in real time.• Maintained a customer satisfaction rating of above 95% and met handling time targets, consistently ranking at the top of the internal score board.• Served as a member of the Customer Identification Program (CIP) taskforce, improving my team’s performance in customer identification processes from 60% to 100% compliance within 2 months through monitoring, testing, and coaching. Show less

  • Global Protections and Risk Investigations Senior Specialist

    Feb 2019 - Jul 2022

  • Consumer Risk Fraud Investigator

    Feb 2016 - Feb 2019

  • Customer Solutions Expert

    Nov 2013 - Feb 2016