José M. Macias Email & Phone Number

Detroit, MI, US

Support low to moderate-income families in their journey toward financial stability by conducting comprehensive financial education workshops covering essential topics like money management, credit, and homeownership, alongside providing personalized counseling to participants seeking financial guidance.Guide participants in crafting tailored financial.

• Created the QA Program for a new department, Disputes Operations Center, including writing the QA Guidelines, by using previous experience within the Contact Center and DOC, and collaborating with decision makers.
• Monitor DOC agent calls to provide actionable insight using multiple systems, gather information to improve agent performance, and ensure all interactions are aligned with business goals.
• Identify system/performance issues and recommend solutions and process improvements to improve the caller's and agent’s experience, assist with standardizing processes, recommend new procedures and updates, controls.
• Participate in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
• Maintain comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
• Mentor and coach team members on QA topics and strategies and DOC processes and procedures to ensure compliance with company policies as well as Visa, MasterCard, and federal rules and regulations.

• Handled inbound/outbound disputes for fraud and non-fraud calls with excellent customer services skills.
• Provided information to authorized members and FI representatives on pending or existing cases or collected necessary information to complete charge backs within time frames or escalate cases as needed.
• Processed and monitored claims in a timely manner in accordance with both Visa, MC, state, and federal regulations including an understanding of the fraud/dispute process as it relates to debit and credit cards (i.e..
• Process monetary adjustments to both credit and debit cards with superior accuracy and analyze, review, and report on any trends.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.

• Presented data-driven recommendations to stakeholders and led projects for continual improvement, managed the Knowledge Base, and improved efficiency through data analysis and process enhancements.
• Managed and maintained the Contact Center Knowledge Base in SharePoint for Agents, Helpdesk, and Supervisors by creating and editing articles as needed.
• Headed multiple projects for the Contact Center:o Created a report that ensured continual improvement by gathering, trending, and sharing data relating to issues and errors found and reported for the new Unified Agent.
• Reduced service issues, improved member and agent experience, and implemented process improvements.
• Created presentations for, and conducted, client-facing meetings, Contact Center leadership and agent training, and collabo-rated with cross-functional teams.
• Delivered proper training and guidance to the Contact Center Leadership on the use of new tools, systems, and processes.

• Contributed to the achievement of KPI ratings for the Allen Park Contact Center by coaching and developing agents daily by con-ducting regular performance evaluations of team members to provide constructive feedback on.
• Oversaw and onboarded multiple New Hire classes (about 15 classes of 15-30 agents) simultaneously while managing the new agent’s timecards, coaching, and mentoring.
• Succeeded in resolving Contact Center issues in a timely manner through open communication throughout all TMC departments for resolution.
• Met company and contact center goals by executing multiple tasks assigned by leadership in fast-paced situations while training new personnel regarding company operations, policies, and services.
• Conducted team huddles and oversaw mentor process through collaboration with leadership team.
• Analyzed performance metrics to identify trends and areas for improvement within the contact center operations.

• Performed routine tasks, which involved the resolution of escalated cardholder/member questions for Contact Center Representa-tives and Credit Union employees regarding the processing of credit card, debit card, member.
• Maximized the member experience through the identification of multiple functions and articles within the HD side.
• Recognized for maintaining high scores in KPIs and promoted to the new role within 6 months.
• Streamlined routine workflow processes by providing high-quality customer service to all internal and external customers.
• Met the needs of all our members and credit unions through the processing of time-sensitive queue work.
• Selected to coach and mentored new hire classes due to high performance.

• Cultivated positive rapport, provided excellent customer service, and impacted people in a positive way.Selected Accomplishments:
• Assisted cardholders in resolving account issues including general financial inquiries and initiating disputes for fraud and non-fraud transactions.
• Selected to coach and mentored new hire classes due to high performance.

Farmington Hills, Michigan, United States

• Board Treasurer, 2016-2020
• Managed and maintained a balanced budget of more than $500,000.
• Participated in numerous educational board member trainings and conventions.
• Adopted policies that gave school leader direction to set priorities and achieve charter goals.

Detroit Metropolitan Area

• Quicken Loans, Nov 2016 to Aug 2017One Reverse Mortgage, Jun 2015 to Nov 2016
• Interviewed clients and gathered information about their unique financial situations, needs, and objectives while delivering exceptional client service and establishing ongoing relationships to consistently meet or.
• Qualified clients for various loan programs by conducting credit, underwriting, and financial analyses.
• Protect Quicken Loans’ interests and reputation as the nation’s largest online retail mortgage lender and the second-largest mortgage lender in the U.S.

Detroit, Michigan (Buhl Building, Downtown)

• Oversaw routine branch operations, which involved adherence to policy and procedure as established by PNC Bank.
• Improved branch performance through collaboration with the branch manager and boosted overall branch performance by develop-ing strong relationships with customers and providing personalized service.
• Identified and met the individual financial needs of our customers by recommending PNC products and services.
• Managed teller schedules, ensuring adequate staffing levels during peak business hours.
• Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
• Maintained strong knowledge of bank products, services, procedures, and regulatory requirements to assist staff members with questions and difficult or complex tasks.

Detroit, Michigan (Vernor/Livernois)

• Utilized effective project management skills to manage, maintain and reconcile various financial accounts. Opened new checking and savings accounts, new CDs, and IRAs take loan and credit card applications.Selected.
• Improved branch performance through collaboration with the branch manager.
• Exceeded sales goals for new account openings, referrals, and loan $ closings.
• Educated the local community on different financial literacy topics, while volunteering for community outreach programs.

Detroit, Michigan (Vernor/Livernois)

Teller* Check cashing and deposits, loan payments, product explanations and identification of opportunities to refer to the sales partners within the branch.* Inventory and supply ordering for the branch.* Backup Teller Supervisor, New-Hire Mentor, ATM Teller, Drive-Through Teller.* Spanish/English interpreter.

Dearborn, Michigan (Fairlane Towncenter)

Sales Associate* Key holder (Opening and closing duties).* Cashier, sales, customer service and technical support.* Paper work (filing, faxing, check receipts, etc.).* Drop off deposits and get change from the bank.* Stocking and merchandising.* Audits.* Spanish/English interpreter.

Dearborn, Michigan (Schaeffer, Dearborn, Michigan)

Sales Associate* Key holder (Opening and closing duties).* Cashier, sales and customer service.* Paper work (filing, faxing, check receipts, etc.).* Drop off deposits and get change from the bank.* Stocking and merchandising.* Audits.* Spanish/English interpreter.

Bachelor’S Degree, Business Administration With Concentration In Accounting

Activities and Societies: Founding Member of Hispanic American Student Association

Education record