• Led a specialized team in investigating and clearing card and credit card fraud cases, maintaining regular updates and communication with department heads on case statuses.• Supported day-to-day reconciliation activities, including general ledger and suspense account remediation, with a focus on high-priority items.• Analyzed current and future state of source data, processes, and workflows for credit card, debit card, capital markets, and branch network reconciliation.• Collaborated with Lines of Business (LOBs) to research and resolve aged account items requiring further analysis and action.• Performed root cause analysis on reconciliation breaks and identified opportunities for process improvements to enhance automated reconciliation efforts.Key Accomplishments:➢ Resolved over 24,000 complex credit card and fraud cases, reducing backlog by 80% within the first quarter and improving overall case resolution efficiency by 20%.➢ Streamlined reconciliation processes, reducing manual intervention by 15% and cutting unresolved transaction items.

•Conducted in-depth account research to verify the legitimacy of credit bureau disputes and initiated adjustments, ensuring timely communication of outcomes to members.• Documented and tracked historical dispute requests, ensuring compliance with regulatory deadlines and maintaining detailed records for audit and review.• Acted as the primary liaison, facilitating clear and effective communication between members, consumer underwriters, management, third-party partners, and internal stakeholders throughout the dispute resolution process.• Managed and maintained comprehensive month-end reports, processing activities, and related functions, providing valuable insights for management decision-making.Key Accomplishments:➢ Resolved over 1500 credit bureau disputes within regulatory timelines, improving dispute resolution accuracy by 25% and reducing response time by 15%.➢ Enhanced monthly reporting accuracy by 20%, streamlining the tracking of dispute requests and outcomes for management review.

• Ensured timely reconciliation of financial databases, securing necessary approvals from department heads for compliance.• Performed daily reconciliation of completed batch reports, analyzing errors and efficiency using guidelines and SOPs.• Evaluated compliance with consumer protection, fair lending, and civil rights laws through targeted examination reviews.• Acted as Lead Reconciliation Analyst, overseeing the accuracy and compliance within the Accounting Department.• Identified opportunities for process improvements, championing initiatives to enhance operational efficiency.• Maintained knowledge of Visa rules and regulations to ensure accurate transaction processing and regulatory compliance.Key Accomplishments:➢ Spearheaded process improvements, increasing reconciliation efficiency by 25% and reducing error rates by 15%.➢ Successfully managed 100+ daily batch report reconciliations, maintaining a 90% accuracy rate in error detection.

Had to become a caregiver for a sick parent. That then led into Covid-19

• Ensured timely reconciliation of financial databases, securing necessary approvals from department heads for compliance.• Performed daily reconciliation of completed batch reports, analyzing errors and efficiency using guidelines and SOPs.• Evaluated compliance with consumer protection, fair lending, and civil rights laws through targeted examination reviews.• Acted as Lead Reconciliation Analyst, overseeing the accuracy and compliance within the Accounting Department• Identified opportunities for process improvements, championing initiatives to enhance operational efficiency.• Maintained knowledge of Visa rules and regulations to ensure accurate transaction processing and regulatory compliance.Key Accomplishments:➢ Spearheaded process improvements, increasing reconciliation efficiency by 25% and reducing error rates by 15%.➢ Successfully managed 100+ daily batch report reconciliations, maintaining a 90% accuracy rate in error detection.

• Created and maintained detailed financial reports to ensure accuracy and compliance across all banking products.• Led fraud management initiatives, implementing process improvements to optimize fraud prevention and service delivery.• Delivered exceptional customer support, managing inquiries and fraud-related requests via multiple communication channels.• Conducted staff training sessions on updated fraud detection policies, enhancing team efficiency and service quality.• Identified and reported irregular transactions, escalating issues to supervisors for further investigation and resolution.• Developed Standard Operating Procedures (SOPs) to streamline fraud management and organizational response efforts.• Created and monitored daily, weekly, and monthly credit card maintenance reports for enhanced operational efficiency.• Delivered exceptional customer service, promptly resolving member inquiries and support requests with a focus on accuracy.• Led staff education and training sessions on new policies and procedures, conducting refresher courses to ensure compliance.• Conducted daily review of debit and credit card reports, analyzing transactions to identify and rectify discrepancies. Key Accomplishments:➢Reduced fraudulent transactions by 30% through enhanced monitoring and detection methods, ensuring member security.➢Led the successful resolution of 500+ fraud cases annually, maintaining a 95% accuracy rate in fraud identification.➢Reduced dispute resolution time, handling over 200+ member inquiries monthly, enhancing customer satisfaction rates.➢Streamlined reconciliation processes, cutting reporting errors by 20% and improving transaction accuracy.

• Conducted research and analysis to troubleshoot customer issues and ensure timely resolution of service cases.• Collaborated with cross-functional departments to execute daily processes and escalate critical issues to management.• Assisted in fraud case investigations, resolving disputes to ensure positive customer outcomes and regulatory compliance.• Coordinated with the accounting team on transaction error resolution, optimizing operational workflow and accuracy.• Compiled detailed reports from Visa and Mastercard, ensuring policy adherence and precise transaction processing.• Applied regulatory knowledge to manage consumer disputes, maintaining strict compliance with banking regulations.Key Accomplishments:➢ Reduced transaction error rates by 30% through targeted analysis and process improvements, enhancing operational accuracy.➢ Resolved 95% of customer service cases within the first inquiry, improving customer satisfaction and service efficiency.