Pedro Lourenco

• Conducting end-to-end fraud screening for new customer onboarding and credit card applications, ensuring compliance with internal risk policies and regulatory standards.

• Performing thorough checks for red flags, CIFAS markers, and potential fraudulent activity using internal tools and third-party systems.

• Investigating impersonation and synthetic identity cases flagged as “DNA – Did Not Apply” by analysing ID documents and selfies via Mitek, and assessing device behaviour through ThreatMetrix to detect manipulation or forgeries (e.g., AI-generated content or fake documentation).

• Managing and resolving retroactive fraud cases (e.g., CIFAS Category 1, 2, and 6 alerts) triggered by external banking partners, indicating direct fraud links with existing JPMC customers.

• Assessing and taking necessary actions, such as account closures for customers who no longer meet the firm's risk criteria.

• Ensuring accurate and timely CIFAS loading for confirmed fraudulent activity to protect the wider banking community.

• Collaborating with internal fraud investigation teams and risk functions to strengthen fraud prevention protocols and maintain a high standard of operational integrity.

• Fostering a secure banking environment by setting up multiple layers of authentication for online transactions.

• Resolved complex fraud queries in line with agreed processes, procedures and service level agreements to provide fair customer outcomes.
• Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
• Analysed large amounts of data to find patterns of fraud and anomalies.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Collaborated with internal stakeholders to create and maintain fraud prevention strategies.
• Supported different lines in fraud, including Virgin One account, Debit Profiling and Zeus Fraud.
• Assisted teammates in quality assurance (QA Tests) and provided support for any knowledge gaps.
• Successfully delivered on tasks within tight deadlines.

• Prepared orders for shipment by picking, packing, and labelling merchandise.
• Completed timely and accurate daily logs to keep internal reporting accurate and track materials movements.

• Assisted baristas with coffee grinding tasks, facilitating quicker order fulfilment.
• Upheld strict food safety procedures during beverage preparation, guaranteeing customer well-being.
• Performed till operations accurately, assuring correct monetary transactions.
• Ensured punctuality in shift timing,s establishing reliability.
• Delivered exemplary customer service by promptly taking and preparing orders.
• Developed positive relationships with customers through friendly interactions.