Main functions include monitoring service levels and offering real time adjustments for most lines of businesses throughout US Card and managing multiple user incidents throughout the entire network. My group also assist with validations steps in the change control process, sending communications and reports for updates on incidents and service levels, and creating an open line of communication between sites and resolvers during incident resolution.

Inbound escalated calls, collections, services as subject matter expert and trainer to other collection representatives, process payment investigation claims, update Credit Bureau, submit credit bureaus disputes, update Stats for team, knowledgeable of state and federal regulations, analyze issues, resolve matters under pressure, communicate effectively orally and written, proficient in Microsoft software, exceed department goals and adhere to schedules