Addressed all escalated customer complaints. Developed escalation ticketing system (Kanban board) in TeamsDirected and developed SOPs within compliance for department procedures (GEL, partially forgiven loans, overfunded loans, fraud, etc.)Lead the team to process over $577,668,561 forgiven loans Develop strategic plans to increase production and reduce errorsCreated a dynamic customer and internal support team to allow processors to focus on their production

Got Promoted

Provided daily administrative support to the Vice President and Manager of Quality AssuranceMonitored customer complaint email box. Recorded, processed and resolved customer complaintsAnswered recorded customer complaintsPrepared synopsis for complaints and disputesTransferred data into Excel for reports, charts, graphs, and pivot tablesApproved and processed payments in accordance with rules and regulationsProcessed holds on accounts due to NSF, etc. Monitored collector calls for compliancePosted paper paymentsAssisted with job aids, training materials, emails to collectors when trends appeared from monitoring callsProcessed regulation violations by collectors; documenting call and notifying supervisors of such

Used my knowledge and expertise of regulatory compliance requirements surrounding Regulation EContacted customer, merchant, and/or Visa as part of my investigationComposed letters and emails to customers and other departmentsGathered compelling evidence to build a case for pay or deny decisionDocumented the investigation, applied the investigation to determine a pay or deny decision Utilized the following systems: Hogan, eTran, OIB, MARS, DAT, ARCOT, FACT, Visa Online, 3VR, CIVInvestigated claims using surveillance cameras, recorded conversations, etc. March 2016-December 2016 Financial Crimes Specialist 3 promotedUsed my knowledge of general ledger processes to process funds to loss or loss recoveriesUsed my strong analytical skills with high attention to detail and accuracyResolved and work through escalated and complex customer issuesDetermined spending trends and card separation by reviewing customer statementsSupported the Investigate and Close Claim process within the ADCC Signature Fraud Organization. Thoroughly researched, investigated & resolved low medium & high risk ATM & Debit Card claims