Develop and monitor fraud-detection models and pattern-recognition algorithms for lending products. Analyze large datasets using Python and SQL, identify emerging fraud trends, and collaborate with Fraud Operations to refine features and reduce false positives and negatives. Conduct ad hoc analyses, recommend risk and verification strategies, communicate findings to cross-functional partners, and support improvements to underwriting and verification processes.

Leads a centralized contact center analytics function, managing analysts, prioritizing analytical requests, and setting operating standards. Performs complex analyses and executive insight reporting while building repeatable frameworks, automation, and responsible AI-assisted workflows. Partners with reporting and technology teams on data access and tools including MicroStrategy, Genesys, CallMiner, and Snowflake. Ensures analyses account for TCPA, FCRA, and FDCPA requirements while supporting strategic initiatives across customer service, lending, collections, complaints, workforce management, and related operations.