Melanie Mifsud
Head Of Disputes & Fraud
Luqa
Summary
Experienced Head of Fraud and Disputes with a proven track record in leading comprehensive fraud prevention and dispute resolution strategies. Adept at collaborating cross-functionally to ensure compliance with card scheme regulations and optimize operational efficiency. Skilled in team leadership, strategic decision-making, and continuous improvement initiatives. Strong communicator with a passion for developing talent and fostering strong relationships with stakeholders.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Head of Disputes & Fraud
Truevo Payments Ltd
07.2020 - Current
- Collaborate closely with Risk, Finance, and Compliance departments to ensure adherence to card scheme programs at all times.
- Manage ongoing transaction monitoring operations, including daily monitoring of transaction alerts for acquiring and issuing businesses, and oversee queue management.
- Provide regular feedback to Merchant Monitoring function to optimize fraud rulesets and enhance company's fraud prevention strategies.
- Lead a team of Transaction Monitoring agents to ensure coverage over agreed time windows.
- Serve as escalation point for daily decision-making to mitigate operational risks in the fraud first line of defense.
- Provide monthly metrics on fraud system performance and maintain up-to-date procedures in alignment with company policies.
- Utilize fraud systems effectively for timely detection and prevention of fraudulent activities.
- Foster strong partnerships with Risk Strategy, Legal, Compliance, and other teams.
- Ensure Truevo's fraud monitoring capabilities meet specific requirements for onboarded merchants.
- Take ownership of Truevo's fraud prevention and detection systems, internal and external.
- Work with Business Analysis and Development teams to specify requirements for new functionality needed for Truevo.
- Investigate and introduce new tools in collaboration with suppliers for enhanced fraud prevention.
- Drive continuous process and system improvements, sharing best practices across the organization.
- Manage ongoing disputes operations, ensuring alignment with company's growth trajectory.
- Lead dispute-related projects, including specification of enhanced functionality.
- Take ownership of Card Scheme mandates and changes in dispute processes, ensuring smooth operation.
- Lead a team of Dispute officers and service providers, effectively resolving disputes and enhancing merchant relations.
- Maintain strong knowledge of relevant card scheme rules and regulations.
- Drive revenue optimization through effective dispute management and additional dispute services.
- Train and guide teams in fraud operations and analysis, configuring rules in fraud systems with necessary testing and simulation.
- Analyze data for decision-making in rule setup and parameter adjustments.
- Regularly refresh card scheme rules, procedures, and internal systems to ensure compliance and efficiency.
- Stay updated on AML legislation and regulations in Malta and the EU, including FIAU Implementing Procedures.
Disputes & Fraud Manager
Truevo Payments Ltd
02.2020 - 07.2020
Disputes Manager
Truevo Payments Ltd
03.2018 - 02.2020
Senior Fraud Analyst
Secure Trading Financial Services (Trust Payments)
1 2016 - 03.2018
- Implement, maintain, and enhance fraud prevention and detection strategies.
- Support and guide the Fraud Team in daily monitoring activities to mitigate fraud risks and minimize chargeback losses.
- Identify and explore new approaches and data sources to improve existing and develop new fraud strategies.
- Anticipate problems and opportunities, taking the initiative to pursue effective solutions.
- Demonstrate the ability to build models to understand issues at a detailed level and forecast the impacts of changes.
- Review merchant transactions to identify and flag suspicious activity.
- Flag any transactional patterns that deviate from expected activity and conduct investigations to ensure compliance with card scheme regulations, internal policies, and procedures.
- Review Fraud and Chargeback levels on a weekly/monthly basis in accordance with card scheme regulations and internal accepted levels.
- Interact with banks and customers to validate information and facilitate investigations conducted by external authorities.
- Assist in preparing risk management reports for managerial purposes as needed.
- Identify system improvements to prevent fraudulent activities and ensure the confidentiality of all information collected from tools.
- Recommend anti-fraud processes in response to changing transaction patterns and trends.
- Resolve customer queries and provide merchant education information as requested.
- Perform other duties as assigned.
Fraud Analyst
Secure Trading Financial Services (Trust Payments)
12.2015 - 12.2016
Chargebacks Officer
Secure Trading Financial Services (Trust Payments)
11.2014 - 12.2015
- Managed and processed chargeback disputes for merchant transactions in accordance with card scheme rules and regulations.
- Conducted thorough investigations into disputed transactions, gathering and analyzing supporting documentation and evidence.
- Collaborated with merchants, cardholders, and banks to gather necessary information and resolve chargeback disputes effectively.
- Reviewed and evaluated chargeback cases to determine validity and liability, ensuring timely resolution and adherence to deadlines.
- Prepared and submitted compelling rebuttals and representment documents to card networks to dispute invalid chargebacks.
- Maintained accurate records and documentation of chargeback cases and correspondence for audit and reporting purposes.
- Supported the Fraud Team in conducting daily transaction monitoring and portfolio risk analysis to mitigate fraud and chargeback risks.
- Observed merchant transactions to identify and flag suspicious activities.
- Provided support and guidance to merchants on chargeback prevention strategies and best practices.
- Ensured compliance with regulatory requirements and internal policies related to chargeback processing and dispute resolution.
- Participated in training sessions and continuous learning opportunities to stay updated on industry trends and changes in chargeback rules and procedures.
Administration Assistant - Marine & Aviation Department
Vistra
06.2014 - 10.2014
Chargebacks Officer
Credorax (Malta) Ltd
03.2012 - 06.2014
Payments Officer
Eurochange Financial Services Limited
04.2010 - 03.2012
Foreign Exchange Cashier
Eurochange Financial Services Limited
12.2006 - 4 2010
Education
Administration & Secretarial Studies
MCAST Business & Commerce
Paola 04.2001 -
Skills
Fraud Detection and Prevention
Team Leadership
Process Improvement
Dispute Resolution
Fraud Rules Optimization
Risk Management
Strategic Collaboration
Personalskillsandcompetences
Mother language, Proficient in reading, writing, and verbal communication, Proficient in reading, writing, and verbal communication, Proficient in reading, Able to work well in a team as well as alone, Good communications skills gained through experience in various jobs, Good ability to work in multicultural environments
Personal Information
- Nationality: Maltese
- Driving License: Category B
Timeline
Head of Disputes & Fraud
Truevo Payments Ltd
07.2020 - Current
Disputes & Fraud Manager
Truevo Payments Ltd
02.2020 - 07.2020
Disputes Manager
Truevo Payments Ltd
03.2018 - 02.2020
Fraud Analyst
Secure Trading Financial Services (Trust Payments)
12.2015 - 12.2016
Chargebacks Officer
Secure Trading Financial Services (Trust Payments)
11.2014 - 12.2015
Administration Assistant - Marine & Aviation Department
Vistra
06.2014 - 10.2014
Chargebacks Officer
Credorax (Malta) Ltd
03.2012 - 06.2014
Payments Officer
Eurochange Financial Services Limited
04.2010 - 03.2012
Foreign Exchange Cashier
Eurochange Financial Services Limited
12.2006 - 4 2010
Administration & Secretarial Studies
MCAST Business & Commerce
04.2001 -
Senior Fraud Analyst
Secure Trading Financial Services (Trust Payments)
1 2016 - 03.2018
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