Lindsay Macburney Email & Phone Number

Trenton, Oh, Us

• Oversee, recommend and implement all processes in the resolution of retrieval requests and chargeback disputes• Lead, support and develop a 10+ person team of Chargeback Analysts who perform a range of key functions including interpreting chargebacks, managing pre-arbitrations and disputes in card brand portals• Provide strategic insights and statistical analysis based on chargeback totals to executive leadership• Develop top-tier operational practices, optimizing against efficiency, and overall operational excellence• Ensure that all merchants are in compliance with card brand Rules and Regulations pertaining to the dispute resolution process• Develop and analyze operational and support metrics to measure the performance of the team• Coach and mentor team members with a focus on professional development and upstream thinking• Develop and lead end-to-end project plans and ensure on-time delivery of critical risk initiatives• Establish and monitor departmental workflow, quality controls, and goals.• Investigate and respond to urgent chargeback related escalations from merchants, sales partners and senior leaders.

• Monitor the team's daily work volumes and perform quality reviews to ensure department service levels and standards are met.• Assist with preparing and conducting monthly performance evaluations• Assist cardholders with Dispute Resolution on behalf of Issuers while complying with Reg E and/or Reg Z guidelines. • Handle customer complaints and manager escalations.• Support Barclays customers with billing errors or disputes with a merchant. Gather all associated documentation and forward it to merchant bank. • Process chargebacks in accordance with Visa and MasterCard guidelines.• Process cardholder adjustments, and retrieval requests via desktop tools.• File disputes with MasterCard via MasterCard connect and Visa through Visa Resolve Online. • Contacting merchants and cardholders to validate the authenticity of charges.• Decision dispute cases based on information received from the merchants and/or customers and notify the customer of the case decision.• Responsible for training new incoming employees.• Delegated to maintain the reporting team and their daily responsibilities.• Maintain and balance the general ledger accounts daily by verifying, allocating, posting and reconciling transactions.• Reconcile financial discrepancies by collecting and analyzing account information.

Fairfield, Oh

• Supervise teller staff, assisting in the coaching, training and the development of tellers.• Aid tellers with balancing problems. • Order and maintain vault cash.• Maintain branch cash limits. • Schedule work hours and breaks for all teller personnel. • Make exceptions to policy as appropriate and within authority • Refer and cross-sell products and services; meet or exceed sales goals. • Accurate completion of required monthly audits. • Balance and maintain cash dispenser machines.• Audit cash drawers on a monthly basis. • Investigate teller losses and overages and institute a corrective flow of work.• Research and resolve client questions, problems and concerns by telephone, written correspondence or in person.• Responsible for maintenance and security of all negotiable instruments housed in the branch.

Cincinnati Area

• NMLS Registered• Responsible for cash handling, deposits and pay out funds in accordance with bank procedures• Manage, process and close Home Equity Loan, Easy Home Refinancing, Auto Loan, and Personal Loan applications• Meet with clients to assess their financial needs and growth opportunities.• Provide clients with the tools, information, and benefits to assist them in attaining their financial goals.• Cross-selling of Bank's products and services, opening, maintaining and closing of all account types.• On duty manager when the financial center manager is unavailable.

Cincinnati Area

• Analyze, evaluate and calculate expenses, credit and financial statuses to determine eligibility for Loss Mitigation assistance.• Facilitates borrowers' assistance programs. • Performs reviews and evaluates quality control reports and productivity standards for assigned product line.• Identifies and provides information that assists in providing proper feedback and training to employees.• Maintain investor guidelines within each applicable file handled. • Submit loans for final approval or denial once all conditions have been met.• Maintain Excel reporting for loans within the Business Line Control from each investor.

• First Mortgage and Equity collection accounts.• Responsible for managing, distributing and documenting the monthly report for the top 200 highest mortgage risk loans.• Delegated to the responsibility of training new incoming employees.• Responsible for developing the Collection Training Manuals and Assessment Exams for the First and Second Mortgage Collections Department. These will be used for all future new hire employees within their initial training class. New employees will be required to pass the Assessment Exam with at least a 90% or above.• Responsible for one on one training with collections representatives. • Handle calls on the Escalation Team Lead Line. This line is generally utilized by collection agents when a customer asks for a supervisor or the agent has questions regarding a collection policy or procedure.• Responsible for researching, resolving and submitting collection responses and disputes for investor audits and assessments.• Work closely with the mortgage Escrow and Loss Mitigation departments.• Responsible for creating, managing, distributing and updating all Excel spreadsheets and work lists for the Fifth Third Mortgage collection floor.• Previously promoted to the McKinsey High Risk team, which evaluates accounts that are more likely to go in default based on credit and past history. • Promoted to the High Value team to maintain accounts with customers who have high balances with the bank which include but not limited to: Home Equity loans, Auto loans and Boat loans installment loans with a high balance. This also includes First mortgage accounts with a balance of $200,000 or more. • In charge of researching and resolving mortgage payment issues.• Manage and monitor lists for accounts that have funds that were received but not applied. • Utilize cross sell of alternative products to reduce losses and delinquency and also promote continued business, when applicable Customer Service.

• Third Party Collections• Responsible for collecting on a majority of Citi Financial accounts that have been charged-off along with a variety of numerous other clients.• Take necessary actions to verify a customer has assets, once verified; submit to client for possible legal action.

• Creating and preparing civil court documents with Microsoft Word.• Responsible for inputting new incoming bankruptcies on a daily basis, including checking the Nuvox and PACER systems for new and updated bankruptcy information.• In charge of following up on bankruptcy trusteeships, wage garnishments and property liens.• Responsible for verifying assets or wages then filing the new garnishments and property liens.• Initiate outbound and inbound calls to defendants, courts, and other attorneys’ offices.