Zachary McKee

• Led recovery efforts for funds lost through scams and fraudulent activity, achieving successful restitution for affected clients.
• Conduct investigations and produce detailed reports for banks and the Financial Ombudsman, outlining fund losses and identifying institutional failings.
• Ensure adherence to regulatory requirements and effective risk management.
• Delivered fraud/scam training and upskilling to staff, enhancing their ability to identify and manage potential fraud risks.
• Support and contribute to root cause analysis (RCA) to identify systemic business issues or failings.
• Advise senior management on client eligibility criteria to balance optimal outcomes for both clients and the business.
• Integrate legal insight with operational processes to enhance efficiency and results.
• Lead, mentor, and develop team performance.
• Serve as a primary point of contact for key stakeholders.
• Collaborate across departments to improve operational effectiveness.
• Drive strong financial and legal outcomes for clients.
• Supported victims of financial crime in pursuing justice and compensation, facilitating access to necessary resources and guidance.

• Led end-to-end investigations into complex, high-value fraud cases (up to £1M).
• Provided expert guidance on daily stakeholder calls for complex and high-profile scam investigations.
• Recognised SME (Subject Matter Expert) for bank scam and fraud processes.
• Trained and onboarded new staff on conducting confirmed fraud investigations.
• Designed and delivered training to 100+ employees on fraud processes and regulatory requirements for PSR APP implementation.
• Developed and implemented cross-functional workflows to ensure compliance with new PSR APP regulations.
• Developed tracking process for APP scam reimbursement (repatriation), enhancing financial accounting and reporting compliance.
• Collaborated with UK Finance to stress test the updated fraud reporting system (SSI) ahead of PSR APP 2024 rollout.
• Key contributor to the PSR APP 2024 regulatory readiness project.
• Served as primary contact for the Complaints team, addressing queries related to fraud and scam cases.
• Advocated for fair treatment of vulnerable customers affected by scams.
• Shaped fraud processes, enabling the bank to adapt effectively to major regulatory changes.
• Investigated recipient fraud cases (scenarios where customers were complicit in fraudulent activity).

• Reviewed payments flagged for review due to potential issues. flagged as potentially suspicious, making decisions to either release funds or escalate where AML or fraud concerns were identified.
• Responded to customer enquiries regarding account concerns. and maintained detailed records for accounts flagged due to suspicious activity or unusual behaviour.
• Prepared and submitted Suspicious Activity Reports (SARs).
• Monitored and stayed informed on emerging fraud trends to contribute effectively to the bank’s first line of defence.
• Documented and submitted reports on suspected fraudulent activity. using systems such as SSI, ensuring beneficiary banks were promptly notified of suspected fraud. Released payments flagged with a payment approval authority up to £120k.
• Provided oversight and approval of colleagues’ work, including authorising payment releases for junior staff with lower approval limits.
• Trained team members on handling fraud-related calls, including effective questioning techniques and identifying indicators of fraud.

• Delivered training to new starters on customer service standards and system navigation, enhancing ability to handle customer interactions, regulatory requirements, and service timescales.
• Managed team operations during line manager absence, ensuring continuity and adherence to performance standards.
• Resolved complex customer enquiries regarding Visa payment disputes, ensuring clear and accurate information was provided to customers.

Provided telephone based support to customers, assisting with a wide range of queries including:

• Direct Debit indemnity claims.
• Domestic and international transfers.
• Online banking support.
• Complaint handling and resolution.
• Card and payment related enquiries.