CBA Webinars

CBA Team Contact

Jake Fowler

Protecting your Customers and Team as you Plan for Reopening Branches and Call Centers

Recorded On: 05/28/2020



Jason Castillo, Head of Enterprise Fraud Management, Citizens Bank
Mark DiCarlantonio, Head of Fraud Performance Management, TD Bank
J'Amy Colburn, Senior Vice President of Sales, Innovis
Bruce Nixon, President, Innovis 


As “Stay at Home” and “Work from Home” continue to flatten the curve of COVID-19, banks are planning for the next stage.

  • How is your bank evolving your social distancing policies as you begin to re-open branches?
  • Each phase of this pandemic also brings a new wave of creative fraud tactics - How are you “Protecting the Perimeter” for your customers and bank?

Join a panel of your peers, including Jason Castillo (Head of Enterprise Fraud Management) of Citizens Bank and Mark DiCarlantonio (Head of Fraud Performance Management) of TD Bank, as they explore the changing branch landscape and its impact on your customers and call centers.


  1. Insight from industry fraud leaders on the opportunities they are seeing.
  2. Ways to automate and improve efficiencies in the branch/call center while reducing risk.
  3. Strategies to move branch activity to remote interactions without losing customers.


  1. Explore new opportunities to minimize touch and maximize customer and team safety.
  2. Learn about new ways for customers to self-serve through the pandemic and beyond.
  3. Hear about adaptable processes and tools to deflect fraud in this new environment.

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Jason Castillo

Head of Enterprise Fraud Management, Citizens Bank

Jason Castillo is the Head of Enterprise Fraud Management at Citizens Bank, responsible for Consumer, Commercial and Small Business Fraud Detection and Strategies, Fraud Prevention, Fraud Claims Investigation, Billing Disputes and Recovery Operations. Jason also leads the Consumer Bank’s Continuous Improvement team, helping other business lines to identify and execute strategic solutions to improve customer experience and internal bank processes.


Jason has been with Citizens, leading the Fraud Detection and Claims Operations teams since 2016. In 2017, he was named the Head of Enterprise Fraud Management, expanding his responsibilities to include Consumer Lending Fraud, Fraud Strategies and Fraud Prevention.


A more than 20 years veteran of the industry, Jason previously held various leadership roles across Consumer Operations, Finance and Compliance at Bank of America and MBNA.  He has spent the majority of the last 10 years in Fraud and Claims, and as a senior leader in the industry, Jason actively represents Citizens Bank as the Chair of the CBA’s fraud Committee and VISA’s Risk Executive Council.  Additionally, Jason has served on Rutgers Universities Design Thinking Advisory Board. 


Jason currently resides in Long Island, New York with his two children. He is active in his community’s historic preservation society and charitable organizations supporting local arts and youth sports.

Mark DiCarlantonio

Head of Fraud Performance Management, TD Bank

Mark joined TD Bank in March 2018 as the Head of US Fraud Performance Management.  In this role, Mark is responsible for leading our efforts to prevent and detect fraudulent attempts within the US for TD Bank, America's Most Convenient Bank as part of TD's Financial Crimes and Fraud Management Group.  Mark's responsibilities span across all products and include leading the risk/reward balance through effective fraud rule management, model management, business intelligence and the modernization of fraud tools across TD, AMCB and certain businesses within TDGUS.  Mark is based in Mount Laurel, New Jersey.


Mark has over 30 years of experience in financial services. He has led some of the largest, high-performing and complex consumer fraud management teams in the industry.  Mark began his career in 1988 as an entry-level account manager with revered credit card giant MBNA, which was acquired by Bank of America in 2006. He invested the time to learn the business from the bottom up.  After tours in credit underwriting, sales, collections, and fraud; he progressed through the leadership ranks of the company, obtaining an executive-level role in Fraud. Mark’s executive leadership was in no small part responsible for the consistent recognition by Visa, MasterCard, The American Bankers Association and Javelin as the industry-leader in fraud prevention and client treatment. In addition to his fraud management business acumen, Mark’s background boasts vast operational experience including new product launch, underwriting, relationship management, and risk management. Mark is a polished champion for business transformation and is known for tremendous commitment to people, integrity, technical knowledge and passion for organizational objectives.


Mark currently serves on multiple volunteer organizations such as the American Cancer Society, Boys & Girls Club of America and Project Unify. He is actively engaged in diversity and inclusion through his membership in affinity programs.  Mark has been recognized for his broad volunteer work. He also is very active in youth sports and has held various board and coaching positions over his 15+ years of involvement. DiCarlantonio and his wife, and two daughters reside in Smyrna, Delaware.

J’Amy Colburn

Senior Vice President of Sales, Innovis

J’Amy leads an enthusiastic team committed to helping financial institutions solve problems and expand their footprint using Innovis data. FailSafe®, Innovis’ multi-layer authentication suite, was created with the intentional sharing of trends, analytics, and ideas between financial institutions and the team at Innovis.

Bruce Nixon

President, Innovis

As President of Innovis Data Solutions, Bruce Nixon leads an organization committed to assisting customers improve credit quality and expand their business footprint. Under Bruce’s direction Innovis has launched FailSafe®, (the company’s fraud fighting suite of services that uses a layered and dynamic approach to fighting off fraudsters), grown partnerships with ID Analytics and others to facilitate the use of credit data in non-traditional scoring models, and implemented the use of phone quality indicators and collection yield models to reduce cost in receivables management.


With 10 years’ prior experience in Banking/Risk Management and 23 years in Credit Reporting, Bruce understands and embraces the challenges that face the credit industry going forward. Similar to the mission of Innovis, his passions are product innovation and using data to solve problems within the compliance framework. If you don’t find Bruce in his office, more than likely he is out fishing or spending time with his wife and daughters.


05/28/2020 at 2:00 PM (EDT)  |  Recorded On: 05/28/2020
05/28/2020 at 2:00 PM (EDT)  |  Recorded On: 05/28/2020