Alan E. Jackson

Results-driven financial crime and fraud investigations professional with 10+ years of experience supporting transaction monitoring, case investigations, and risk mitigation within banking and financial services environments. Proven ability to analyze complex transactional activity, identify suspicious patterns, and conduct detailed investigations to mitigate fraud and potential money laundering risks. Experienced in reviewing alerts, documenting investigative findings, and collaborating with compliance, risk, and operational teams to strengthen internal controls and regulatory adherence.

Recognized for strong analytical thinking, attention to detail, and the ability to manage high-volume case workloads while maintaining accuracy and compliance with financial crime prevention standards. Adept at identifying emerging risk trends, enhancing investigative processes, and supporting enterprise risk management initiatives.

Detection & Investigation Analyst Lead - PNC Bank - Kansas City, MO

(2022-11)

Lead and mentor detection and investigation analysts to provide guidance on complex fraud and AML cases while ensuring adherence to investigative standards and regulatory requirements. Conduct comprehensive reviews of customer alerts, cases, and transactional activity to identify potential fraud, suspicious behavior, or financial crime exposure. Perform detailed research and analysis using internal systems, transaction data, and investigative tools to evaluate potential risk.

Collaborate with cross-functional partners including compliance, risk management, and operational teams to resolve escalated issues and strengthen control processes.

• Strengthened fraud risk management by identifying critical control gaps and recommending targeted enhancements that improved transaction monitoring and investigative effectiveness.
• Tracked suspicious activity patterns through advanced case analysis to enable timely mitigation of potential financial losses.
• Elevated team performance by promoting investigative best practices and facilitating knowledge sharing across analysts and operational stakeholders.
• Improved operational oversight and risk awareness by identifying case activity trends that informed risk-based decision-making.
• Enhanced investigative quality and regulatory readiness by reinforcing robust documentation standards and disciplined case management practices.
• Supported enterprise risk management objectives by strengthening fraud and AML detection efforts through proactive investigation and risk mitigation strategies.

Fraud Specialist - Commerce Bank - Kansas City, MO

(2020-02 - 2022-10)

Conducted fraud monitoring and investigative reviews across multiple product lines, including consumer debit, prepaid, credit, home equity (HSF), revolving lines of credit (RLOC), and commercial card portfolios. Reviewed alerts generated by fraud detection systems and investigative queues (including VCAS) to identify and assess potentially fraudulent transactions. Analyzed account-level transactional activity to evaluate fraud risk exposure and determine appropriate investigative and risk mitigation actions.

Applied security controls on high-risk accounts, including account restrictions, closures, and coordination of card reassurance to prevent further fraudulent activity.

• Strengthened fraud prevention controls by proactively monitoring alert queues and escalating high-risk activity for immediate investigation and intervention.
• Supported complex fraud investigations by coordinating with internal stakeholders and external law enforcement agencies to facilitate timely case resolution.
• Enhanced customer protection/account security by executing rapid security actions; minimized financial losses and fraud exposure.
• Improved operational effectiveness by tracking transaction irregularities and assisting in resolution of system-related account issues.

Complaints Analyst - Synchrony Financial - Merriam, KS

(2017-01 - 2019-12)

Managed the end-to-end resolution of customer complaints and service escalations, ensuring issues were addressed efficiently while upholding organizational policies and customer experience standards. Engaged directly with customers to resolve complex service concerns, delivering professional, solutions-driven communication that strengthened customer trust and brand loyalty. Evaluated complaint patterns and operational performance data to identify systemic service gaps and recommend process improvements to leadership.

Conducted performance assessments and provided structured feedback to support employee development and maintain high service standards. Coordinated operational logistics, including equipment maintenance, repairs, and procurement activities to maintain seamless business operations.

• Improved customer satisfaction by resolving complex complaints, returns, and service concerns with effective and timely solutions.
• Boosted sales by leveraging product knowledge to recommend appropriate merchandise and identify upselling opportunities.
• Strengthened employee performance and service consistency through the development of training materials and coaching initiatives.
• Enhanced operational efficiency by analyzing sales data and identifying trends impacting productivity and revenue performance.
• Supported profitability initiatives by reviewing financial performance metrics and recommending operational improvements.
• Elevated brand visibility and sales opportunities through strategic organization of merchandise displays and product placement.
• Promoted service excellence by implementing productivity benchmarks and reinforcing customer service best practices across the team.
• Contributed to recruitment and talent acquisition efforts, participating in candidate interviews and providing recommendations to management regarding hiring decisions.

Escalated Help Desk - Synchrony Financial - Merriam, KS

(2012-03 - 2017-07)

Acted as a support resource for frontline customer service representatives by assisting with challenging customer interactions and complex case resolution. Oversaw escalated customer service inquiries from credit cardholders, addressing complex account concerns and service issues. Provided detailed explanations and solutions regarding account activity, billing inquiries, and payment-related matters while ensuring accuracy and compliance with company policies.

Reviewed customer-submitted documentation, including bank statements, to investigate payment posting discrepancies and account adjustments.

• Improved customer satisfaction and retention by successfully de-escalating high-risk customer situations through empathetic communication and solution-oriented problem solving.
• Increased first-call resolution rates by educating customers on account processes, payment procedures, and available service options.
• Strengthened team performance by providing informal coaching and mentoring to representatives on effective customer service and issue resolution strategies.
• Reduced escalation volume to management by resolving complex service concerns at the help desk level.
• Contributed to operational efficiency by thoroughly reviewing account documentation and identifying root causes of payment or posting discrepancies.

Customer Service Representative - Synchrony Financial/GE Capital Retail Bank - Merriam, KS

Warehouse Associate - GEM-Tech Plastics - Gardner, KS

Sales Representative - Wireless Advocates - Kansas City, MO

Assistant Manager - Dicks Sporting Goods

(2017-01 - 2019-12)

• Drove sales growth by leveraging product expertise and strategic upselling, consistently contributing to store revenue targets.
• Improved team productivity and service quality by training and mentoring new hires and developing structured training materials.
• Enhanced customer satisfaction and retention by effectively resolving escalated customer concerns, returns, and service issues.
• Increased product visibility and sales by optimizing merchandise displays and store presentation strategies.

Bachelor of Arts - Business Administration - University of Missouri–Kansas City

HS Diploma - Paseo Performing Arts