Daphne B. Email & Phone Number

Charlotte, Nc, Us

Consumer Credit & Small Business Claims Operations• Investigated and decisioned incoming fraud application claims, which can be more complex and require stronganalytical / problem resolution skills• Performed back office functions such as: service support, claims resolution, ticket ordering and judgment claims• Maintained internal operational/financial controls for all assigned cases• Ensured that all cases were resolved in compliance with industry regulations and bank procedures, integritylevels of the department's case management system and financial controls• Provided support and training to other analysts within the department• Maintained 100% quality scores exceeding monthly goal of 95%

New York, New York, Us

Monitored cases of existing accounts with fraudulent check activity to ensure all case details were provided for accurate reporting• Escalated suspicious cases to investigation unit by providing all relevant information in order to prevent loss to the client and Citi• Reviewed detailed fraud detection information from various sources that provide suspect or unusual activity requiring research and follow-up• Provided prompt and appropriate action on identified suspect customers and accounts to prevent potential losses and tracking the database for monthly loss avoidance goals and action taken• Drafted and filed Suspicious Activity Reports (SARs) consistent with FinCEN (Financial Crimes Enforcement Network) requirements• Partnered with AML (Anti-Money Laundering) for KYC (Know Your Customer) and OFAC (Office of Foreign Assets Control) screening through NICE-Actimize application

Charlotte, Nc, Us

Global Financial Crimes Compliance• Reviewed incoming referrals for possible regulatory reporting and/or a full file investigation• Identified red flags related to the various fraud types for retail banking or credit card products such as fraudulent checks / unauthorized withdrawals, electronic transfers, identity theft, online banking fraud, and debit card fraud• Documented unusual activity relative to current and/or prospective customers• Escalated uncovered issues during ongoing review and assessment of AML (Anti-Money Laundering) / Compliance risks• Completed Suspicious Activity Reports (SARs) in a timely and accurate manner for submission to regulators FinCEN (Financial Crimes Enforcement Network) and/or law enforcement

London, Gb

Served customers to address billing errors or disputes on credit card account. Acted as advocate for customers to pursue credit from merchant. Involved in dispute and chargeback lifecycle to include case initiation and evidence gathering, sales draft request, merchant contact, chargeback, re-presentment, pre-arbitration and arbitration.• Selected and cross-trained for project role in December 2016 to assist with transition and merger of disputes andfraud Investigations departments• Utilized case management tools and reports to actively review and maintain caseload, while ensuring timely and accurate handling of customer inquiries• Achieved 100% quality, exceeding 3.5 cases per hour expectations, and receiving Silver Top Performer for 3rd quarter 2017• Received 97.5% quality score over goal of 80%• Attained 92.5% utilization score and exceeded goal of 90%

London, Gb

Reviewed individual fraud claims and recovered funds via customer challenge and Visa and MasterCard regulations / chargebacks. Explored potential recovery opportunities to minimize net losses. Facilitated WebEx 1st touch side-by-side with Henderson, NV. Assisted with 1st touch procedure side-by-sides.• Maintained score of 97% utilization over 90% goal• Sustained combined average score of 88% for listening and account level review quality over goal of 80% • Recognized for top performance and quality including 358 Chargebacks with 0 edit rejects• Received Service Champion Bronze Award for Customer Service Week 2016

London, Gb

Received inbound and made outbound calls educated customers on specific account information, concerns, and inquiries to resolve delinquency.• Provided team with daily / month-to-date ARM performance reports• Maintained tracker for team’s complaint submissions• Top 20% in Customer Satisfaction Survey ratings• Regarded as top account manager with Net Effectiveness Rate at 5.74% • Presented for Stage 5 at collections department meeting

Charlotte, Nc, Us

Unsecured Collections & RecoveryAssisted with launch of recovery and risk operations timesheet coordinator position from ground up. Managed associate call-out line. Acted as secondary timesheet proxy to managers. Handled access control and administered badge access to cardholders. Performed a multitude of routine and ad hoc administrative duties for the Estate department.• Facilitated and conducted audits to compare associate’s time sheets vs. attendance tracker; identifying any discrepancies and communicating to management• Created monthly pivot table timekeeping “Associates Not Entering Time,” “Managers Not Approving Time sheets” and “Repeat Offenders” reports for Human Resources; tracking inconsistent patterns and behaviors of managers and employee timekeeping

Charlotte, Nc, Us

Recovery and Risk Operations SeptemberMade outbound calls to incoming family, executor, and attorney calls to identify options and solutions on deceased cardholder’s credit card accounts to detect and mitigate losses. Managed monthly portfolio of 400-600 new accounts utilizing Excel. Managed team’s weekly schedules. Member of facility action team.• Received 4th Quarter Circle of Champions recognition (Standards of Excellence, Performance, Leadership, Core Values, Community Involvement), 2010• Recognized as Top Performer (July 2009; January, February, July and November 2010)• Achieved 110% over goal 7 out of 12 months in 2009 and 105% over goal for 2010• Maintained 100% quality for 22 out of 24 months

Charlotte, Nc, Us

Identified and recommended cross-sell opportunities and operational effectiveness to expand relationships with existing customers and increased satisfaction. Worked as people assist business marketing liaison and presented educational material during weekly team meetings. Participated in college fairs to aid in recruitment efforts. Selected to travel to Pasadena, CA site to cross-train colleagues with TSYS transition.• Designated Team Lead Associate: Took customer escalation calls when management was unavailable; shared best demonstrated practices with peers; mentored new hires• Finished in top 10% of CMO division in cash sales; demonstrated superior quality by achieving 100% multiple times and consistently led peers in many performance categories• Recipient of 2008 Quarterly Award of Excellence• Recognized as Team MVP on multiple occasions

Charlotte, Nc, Us

Existing Customer CreditReviewed credit card loans to help grow outstandings and mitigate loan losses. Obtained lending authority.• Maximized every opportunity to deepen existing customer relationships by identifying and recommending cross- sell opportunities• Investigated and reacted to risky behavior patterns; assisting up-to-date customers or 5 days over limit