Janice Thomas Email and Phone Number

• Respond to proof of authorization inquiries from financial institutions, per Nacha Operating Rules.• Conduct thorough investigations and resolve inquiries related to ACH and instant (OCT & RTP) bank transfers, check cashing and direct deposit features; utilizing a range of research and banking tools.• Evaluate account activity to aid decision-making and prepare detailed reports for ongoing monitoring and trend analysis.• Suggest improvements to existing procedures and work instruction to leadership, aimed at increasing quality and operational effectiveness.• Accurate data entry. Responsible for entering claims and high-dollar wires from various merchants in multiple systems.• Research and correct accounting exceptions• Train and mentor team members according to department work instructions

• Investigated unauthorized claims and billing errors, adhering to Regulation E standards to ensure accuracy and fair resolutions.• Conducted thorough investigations and resolve inquiries related to bank transfers, check cashing and direct deposit features; utilizing a range of research and banking tools.• Collected dispute evidence through effective communication with customers, merchants, and financial partners.• Analyzed user accounts for hallmarks of fraudulent activity utilizing a "story-based" review process.• Monitored and surfaced emerging fraud trends in collaboration with team leads and fraud/risk teams.• Worked alongside team and leadership to enhance work guides and internal procedures

• Efficiently responded to customer inquiries via multiple contact channels; i.e phone, email, chat. • Assisted with new hire training and provided expertise and skills learned within the role• Moderated and answered customer inquiries on Twitter.

• Provided customers with information regarding online and store related issues through phone, email and online Chat service. • Ensured all errands were solved in first contact resolution• Moderated and answered customer inquiries on Facebook, Instagram and Twitter.

• Resolved challenging customer issues including tech-savvy related troubleshooting, billing, service inquiries and more.• Answered high volume of customer calls, deliver innovative, individualized solutions to satisfying the ever-changing needs of the customer base.

• Responded to customer inquiries and process requests, including but not limited to name, address and rate changes; suspensions, and disconnects; taking payments; resolving problems related to equipment, billing, roaming and service; and changes in vertical services.• Troubleshoot equipment issues for customers and process repairs, including but not limited to providing loaner phones, shipping of equipment, and completing the repair cycle.• Achieved or surpassed individual sales targets for portfolio of products and services which would include new customer acquisitions, sale of essentials, and vertical features on a weekly/monthly basis while achieving the highest level of customer satisfaction • Participated in marketing efforts to solicit new business, including but not limited to outbound calling, community involvement, outreach programs, and promoting the brand inside and outside the store/retail location