Carrie Laffitte Email & Phone Number

Denver Tech Center

• Open business accounts and support Treasury Management products and services implementation. • Support TM Sales Officers by gathering all documentation and completing onboarding paperwork. • Serve as a liaison between clients, the TM sales officer, and the implementation team to ensure a seamless client onboarding experience. • Inform customers about all banking products and services; identify and cross-sell referral opportunities to broaden the customer’s banking relationship. •Assist clients with day-to-day customer service requests including more complex issues and interactions regarding customer inquiries, new accounts, and ongoing relationship needs for both depository and lending clients. • Complete projects as assigned by the Director of Treasury Management and Payments. • Maintain current knowledge and follow all bank financial and security regulations and procedures.

Greenwood Village, Colorado, United States

Provide key support to internal associates and external customers on disputes and card & payments management questions.Investigate and respond to all card dispute claims and outstanding card & payments questions from customers, branch contacts and/or vendors within regulatory timeframes. Critically evaluate daily system reports to identify items requiring attention and take the correct course of action to minimize losses to the bank and/or the cardholder in a prompt manner.Complete dispute processing and chargebacks in an accurate and timely manner in accordance to bank, Visa and/or Mastercard, and Reg E and/or Reg Z process requirements.Resolve customer and branch concerns or issues related to general card & payments customer service while maintaining a high and consistent level of customer service.Collaborate with Treasury Management Sales and Implementations Officers for proper client onboarding of commercial credit card and/or payables customers, with duties including client training and proper account set up.Act as liaison with various internal departments and external vendor partners in manager’s absence.Maintain current knowledge and follow all bank financial and security regulations and procedures.

Highlands Ranch, Co

Review evidence on cases presented and leverage Network dispute resolution rules to determine the validity of each claim and its potential for recovery.• Utilize Network dispute processes to attempt recovery on behalf of Visa’s clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met.• Collaborate with senior staff when disputes are challenged by the opposing party via a representation to review the new evidence, assess its validity, and resolve the claim or counter-challenge the representation through Visa’s pre-arbitration, precompliance, arbitration, or compliance process.• Monitor and process the disputes listed in the monthly Visa Fraud Monitoring Program report for funds recovery against merchants who exceed the threshold for fraud disputes.

Cherry Creek

• Develop and implement policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.• Effectively improve rapport with existing customer base by handling difficult issues and complaints. • Manages all daily operations including and not limited to, teller transactions, new accounts, wires, Overdraft accounts and other customer service functions.• Execute monthly reports and ensure that controls are in place such as operational audits, security testing, compliance and company policies. • Complete Knowledge and functionality of loan administrator duties and processing of commercial and consumer loan documentation.• Provide support to Private Banking, Treasury, and commercial lenders ensuring quality processes and procedures.

Greenwood Village

• Executed leadership and team development of staff including assistant managers, operation supervisors, financial representatives, new account representatives and tellers.• Actively recruited and oversaw training for all existing and new branch employees providing continued guidance and knowledge to promote staff excellence. • Developed the annual business plan for maximum profitability and effectiveness for the branch. • Effectively coached and mentored staff members with short and long term goals.• Managed all operations and compliance for branch ensuring optimal operations.• Completed internal audits to ensure all controls were being followed. • Efficiently balanced ATM cash and envelopes daily.• Processed fraud disputes, pin changes, maintenance and issued temporary debit cards.