Malcolm B.

About Malcolm B.

At Capital One, my leadership in analytics and strategic initiatives has been pivotal in enhancing operations for our bank fraud inbound call center. Our team’s innovative use of predictive modeling and KPI dashboarding automates management processes, facilitating daily operations for a robust call center handling thousands of calls. The creation and implementation of a new process to review abusive accounts have realized $3M in annual savings, underscoring my commitment to operational excellence and cost-efficiency.My role requires a harmonious blend of technical acumen and strategic foresight, evidenced by the successful ownership of a $31M annual budget and the spearheading of cross-functional team efforts. These experiences have honed my skills in manufacturing process improvement and marketing communications, which are critical in driving improvements and fostering community relations. With a strong focus on customer satisfaction and a passion for building a collaborative team culture, I am constantly striving for innovative solutions that empower both associates and customers.

Experience

1. Senior Manager Business Analysis

   Capital One

   Oct 2017 — Present · Seattle, WA, US

   Developed a fraud detection model using complex SQL querying, identifying unauthorized debit transactions posting to customer accounts & partnering with legal, compliance, and operations teams to integrate the model into daily fraud detection processes, recovering $10M annually in negative balance charge-offs. Created a program utilizing data analytics and predictive modeling across billions of debit transactions to identify first-party fraud. Presented findings to senior stakeholders, resulting in policy changes that saved $3M annually by discontinuing business relationships with fraudulent accounts.Conducted a comprehensive analysis of Reg E (electronic payment regulation) compliance practices, identifying $7M in annual cost savings by aligning internal policies with federal guidelines. Collaborated with legal & compliance teams to roll out policy updates in 2024/2025.Led the development of an expedited chargeback program for high-volume merchants, reducing provisional credit issuance by 81% and improving claim turnaround time by 70%. Created a pilot within our operations team to prove out the concept and then worked with product and tech teams to deliver an at scale solution Led product analytics for the Bank Modernization Strategy by partnering with product and tech teams to implement various digital product features, including AI chat, digital intake, digital claim tracking, and pending transaction mapping, resulting in $1.2M in back-office efficiencies & overhauling our customer experience

Education

• University of Minnesota-Twin Cities

  Bachelor of Arts

  2009 — 2011

• Emory University - Goizueta Business School

  Master of Business Administration (M.B.A.)

  2015 — 2017