Collaborate with internal Chase partners and external post charge off collection agencies to manage account maintenance throughout the placement lifecycle Process back-office control reporting and work with internal business partners to ensure Vendor adherence to the Service Level Agreements are maintained Auditing of account level processes between Chase and the third party collection vendor, root cause analysis on exception reporting, escalating process breaks and gaps, managing small scale initiatives, validating the control environment between Chase and the third party collection vendor, invoicing fees due to Chase, and tracking and trending of agency issuesManaging small scale initiatives through project management cycleProcess Daily, Weekly and Monthly Recall files between the vendor/ Law Firms networkMaintain and update policy documentation for both internal and external usePerform control validations for internal processes

Provided exceptional customer service while maintaining professionalism.Reviewed and resolve all customer concerns with clear communication.Assisted with customer issues by using problem solving to provide one call resolutions.Maintained a thorough knowledge of all banking products, services and policies.Performed data entry services in regards to entering customer information.Served as a mentor to new employees by meeting weekly discussion metrics and goals while answering questions to make the transition from training seamless.Created a transfer guide for knowledge team to ensure calls are routed correctly.