Randi McDole

Background

About Randi McDole

I wake up everyday with a desire to breathe love and life into everything I do. Helping others is my greatest passion, both personally and professionally. In my current role as a Fraud Investigator with HTLF, I examine suspicious activity for our customers across multiple typologies. With financial crimes having the potential to majorly impact a customers financial and personal life, I am inspired each day to go the extra mile to ensure their accounts are secure and their data is protected. Before moving to HTLF, I began my career in FinTech in the world of credit card processing. With a background in Communication, I stepped into a role doing customer service. I assisted with credit card terminals, statement questions, and many other customer questions. I quickly felt drawn to card disputes and found myself wanting to know more about the how’s and why’s they worked the way they did. I moved to the dispute team and began another customer service role that was centered around educating merchants about credit card dispute rules, how to respond to disputes, and how to prevent them. I found a family within the team and began working towards being a leader amongst my peers, fueled again by my desire to help others. I took on additional projects, worked with escalations, and trained new hires and peers. The next move in my career was to a dispute analyst position. I was excited to work with the members of my same team, but to have a hand in case working for our merchants. After developing my chargeback knowledge and gaining a stronger foundation, I felt a pull towards leadership. Becoming a supervisor for the disputes phone team I started on was eye-opening. I came in each day inspired to uplift those around me. I believe in servant-style leadership and empowering others. My biggest desire as a leader was for each and every person on my team to know that they had someone cheering them on every single day. My team worked hard and powered through a massive system migration. Together, we decreased losses by 77% and increased our service levels 35%. Empowering, uplifting, and dedication brought our team together. After stabilizing monthly stats, building quality assurance scores, and automating many processes, I found myself looking for something more. Disputes was 5 years of my life full of learning and growth, but I wanted to explore the financial services industry and made my move to HTLF. I believe in being the change.