Michael Prendergast
Lead Disputes Analyst @Monzo
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WORK HISTORY
Lead Disputes Analyst @Monzo
GB
Lead on implementing Monzo disputes strategy, particularly with introduction of new products and expansion to new markets.Supporting and developing relationships across teams to meet business requirements.Owning disputes risk reporting and prioritisation within wider Fraud and Disputes programme activities.
ABOUT MICHAEL PRENDERGAST
At Lloyds Banking Group, my tenure as Senior Manager in Fraud & Disputes Transformation has honed my expertise in leading substantial change initiatives, where I had the opportunity to help shape the strategy for a multimillion-pound fraud and disputes transformation budget. We successfully implemented transition to a cloud-based fraud detection system and established robust frameworks to adapt to the dynamic landscape of telephony and online scams. My leadership of a team of specialists in the fraud and disputes area ensured we the safeguard of both customer experience and regulatory compliance.My role required a deep understanding of service planning, customer service management and the transactional and technological constraints applying. This was critical in developing and deploying remote working solutions for our Fraud & Disputes telephony teams. My strategic insight proved particularly valuable during the Covid 19 pandemic, enabling uninterrupted service to our customers. Driven by a commitment to continuous improvement and team development, we\'ve delivered innovative solutions while maintaining the integrity and security of our banking operations.
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