PB Analyst Workflow Analysis
How a Pitney Bowes fraud analyst actually researches businesses today. Every detail sourced from her own words and screen shares.
Feedback Interview, Dec 3 2025Tiara Hilliard
Fraud/Due Diligence Analyst at Pitney Bowes. Works hybrid from Tampa/Land O'Lakes, FL. Reviews loan applications for fraud risk.
She uses T2C to confirm the "no" - not support the "yes"
Tiara doesn't use Trust2Connect as her primary research tool. She uses it as a last resort when her manual research comes up empty. T2C's role today is confirming that data genuinely doesn't exist - validating her negative finding, not accelerating her positive ones.
Can't find info on a business → checks T2C → T2C also finds nothing → "I'm not crazy. I'm not able to find anything because you guys are not able to find anything."
Does NOT start with T2C. Does NOT use it for Wheeler Applications. It is NOT part of her daily workflow. "My day-to-day process is just not immediately like signing into it."
"If I'm not able to find information on the business, then I will go to your system and put in the business information to see if what you guys are able to find for it. Then from there, I'll be like, oh okay, I'm not crazy."
Tiara Hilliard [9:55]How Work Arrives
Tiara handles two types of reviews with very different depth and frequency.
Wheeler Application
Deep-dive fraud review for a single business loan. Uses a 6-page Word template ("the COVID sheet") to document every finding with source links.
Ravelin Daily Review
Higher-volume daily reviews arriving through Ravelin. Less structured process. Uses Trust2Connect as a fallback when she can't find information elsewhere.
The 6-Page Document She Fills Out
A Pitney Bowes-branded Word document with a Yes/No/N/a table for each verification section. She showed every page on screen.
Loan Details
Client Verification
Applicant Verification
Vendor Verification
Personal/Corporate Guarantors
Merchandise
Completed Review: Rocky's Marine, Inc.
She showed this completed document on screen. This is exactly what she filled in for the Client section.
Rocky's Marine, Inc.
How She Researches Each Field
From her own words and the evidence in her completed document.
Hit rate: ~2%. When she finds something, highlights notes in red.
Old method (replaced): Google "[company name] [address] fraud claims or lawsuits" - had to read through results manually.
How She Submits
Systems She Actually Uses
Confirmed from interview evidence only.
| System | Purpose | Evidence |
|---|---|---|
| Wheeler Template (Word) | 6-page fraud review document | Showed on screen, walked through every page |
| Salesforce | BPN number lookups | Mentioned at [15:59] |
| OpenCorporates | State registration verification | Showed in doc + navigated to site |
| Google Maps | Address verification | Written in doc: "confirmed on google maps" |
| Google Reviews | Star ratings and review count | Written in doc: "4.8 stars" |
| Yelp | Business reviews/reputation | URL in doc links section |
| Social media presence | URL in doc links section | |
| Social media presence | Mentioned in doc notes | |
| Microsoft Copilot (Edge) | Lawsuit and fraud claim searches | Described in detail at [23:42-24:42] |
| Ravelin | Daily review intake | Mentioned at [11:35] |
| Rapport | Upload completed reviews for bank | Mentioned at [13:57] |
Pain Points She Described
Too Many Tabs
Jumping between 8+ sites for a single review. Each field requires opening a new tab, searching, and copying data back.
Needs Source Links
Wants to know WHERE data comes from. Asked for a clickable source indicator on every data point.
Manual Link Copying
Literally copying URLs from OpenCorporates, Yelp, Facebook, etc. into her Word doc one by one.
Low T2C Adoption
Admits she's not using T2C as part of her daily flow, only as a fallback when stuck.
Wheeler Application Flow
Tiara walked through this on screen [14:30-20:14] and showed a completed example [21:48-23:25].
Ravelin Daily Review Flow
Described verbally [9:55, 11:35]. She did NOT show this workflow on screen.
YES → Complete review
NO → Check Trust2Connect
T2C confirms the "no": She primarily uses Trust2Connect to validate that missing data genuinely doesn't exist - not to discover new data.
"I'll be like, oh okay, I'm not crazy. I'm not able to find anything because you guys are not able to find anything" [9:55]
Not in her daily flow: "my day-to-day process is just not immediately like signing into it, which I probably need to just get better at" [9:55]
What We Don't Know
Things she didn't show or explain during the interview.