Heidi L

• Investigate reports from our Support Team relating to account takeover, fraudulent transactions, and other abuses on our platform • Flag thousands of abusive/fraudulent/fake accounts using SQL queries, with a 0.32% false positive rate. • Iterate and improve on current techniques to root out abusers and reduce false positives, making use of all available data • Extrapolate/predict trends in abuse and risky behavior • Help catalog the evolving landscape of abuse and communicate it to cross-functional stakeholders • Take necessary action on accounts, individually or in bulk • Contribute to our ongoing dialogue about what defines an abusive actor • Evaluate systems and products for inclusion in our anti-fraud arsenal • Participate in and provide feedback to Udemy’s Fraud Pod (agile development team) dedicated to constantly improving our anti-fraud efforts • Create documentation on processes and materials to be shared with internal/external departments for reference and training purpose • Utilize a wide array of tools to ensure the team objectives are performed in a timely manner and with an ethical approach • Work with our larger CX team to communicate fraud trends and assist in their daily queues • Create actionable items out of findings to drive improvement in fraud prevention and fraud detection measures • Provide support for management on all relevant fraud risk analysis, including a continual definition of best metrics and reporting methods.

• Created and monitored multiple queues targeting certain types of fraudulent behavior, communicating notable patterns with Policy Operations for enforcement. Combined with preventative refunds, led to a 39.29% decrease in chargeback rate. • Redesigned existing chargeback templates using feedback from issuers to create a more comprehensive evidence package, resulting in a 18.7% increase in quarterly win rate and a 33.7% increase in funds recovered. • Established policy and documented processes for revolving credit limit increases, preventative refunds, and chargeback management.

• Manually reviewed over 2000 applications. Approved over 1000 applications with a 6.2% post-approval fraud rate. • Designed fraud rules to reduce ACH fraud losses which, depending on the case, would reduce losses by between 71.33-89%. • Designed application review procedure intended to minimize fraud and ensure compliance with federal law and bank regulations. • Submitted UAR referrals to issuing bank as needed.

• Created more than fifteen different SQL queries in Chartio for daily use in fraud monitoring. Targeted card testing, fraudulent enrollments, unauthorized transactions, and more. • Reviewed business enrollments in compliance with KYC/CIP policies using internal and external risk tools. • Created and documented internal processes for negative balance management, chargeback management, suspicious charge notifications, and other operations-related tasks.

• Built a pseudo-database using Google Sheets for over two years of chargeback data to use in reporting. • Redesigned chargeback evidence submissions, resulting in a 17% increase in win rate.• • Revamped external email queue, including cross-functional internal processes, macros, outsourcing, and overall management, for a 3x increase in volume processing by our external team.• • Created new process for outsourcing a subset of fraud-related emails, resulting in a 51% reduction in ticket processing for internal teams. Later reviewed and streamlined the process, resulting in a 25% increase in tickets solved week-over-week by external teams and a further 53% reduction in ticket processing for Fraud team internally.• • Designed a flexible, centralized internal system for processing chargeback evidence that required 30+ artboards for complete mockup. • Conducted in-depth analyses of chargebacks to discover potential pain points and process improvements. • Wrote detailed process documentation for internal use regarding chargeback evidence and user policy violations.

• Managed all content, including creation, updates, and prioritization, for over 1,500 merchant partners. • Constructed 30-page guide to fraud in the OrderAhead sphere. • Worked with payment processor to construct an improved template for submitting evidence for chargebacks. • Responsible for promotional and referral credit abuse monitoring and blacklisting.