Lisa Spratt Email & Phone Number

Minnesota, United States

Investigates and resolves fraudulent activity related to Zelle transactions while working closely with Organized Fraud Investigations to mitigate fraud risk.• Acted as a change agent by introducing process changes due to audit findings to decrease improper case denials and facilitated training sessions to ensure associate comprehension.• Identified and investigated a 244-claim bundle saving over $100,000 in potential bank loss from a single customer.• Facilitated teaching new associated BAU processes to increase turnaround times for routing and ACH claim processing.• Accepted a position as a trailblazer to assist in build and design of E4A claims management for Zelle to ensure MVP includes Zelle work requirements to meet Regulation E deadlines.

St Cloud, Minnesota, United States

Investigated, documented, and resolved ATM and cashload disputes with grey areas while staying in adherence with Regulation E deadlines and reconciled GLs in Global One.• Assisted with design and creation of E4A for claims management to ensure MVP design included ATM and cashload specific requirements, and continuously tested the product to ensure no Regulation misses.• Lead E4A migration efforts by managing the cashload work type while facilitating training for additional associates on E4A and the cashload claims.• Flagged and escalated evidence of fraud to senior leadership to uncover and shut down undetected fraud rings and assisted in the implementation of new processes for false claim filing referrals.

St Cloud, Minnesota, United States

Prioritized and maintained a well-managed workbasket while ensuring adherence to Regulation E deadlines and effectively communicated with customers. Made critical judgement calls and successfully submitted chargebacks in compliance with the Mastercard chargeback guide.• Facilitated training for lends and new associates on the Mastercard Chargeback guidelines to ensure accurate chargebacks were sent and accepted.• Proactively assisted with unassigned or unfinished work due to out of office team mates to meet regulation deadlines and avoid statutory damages to the bank.

St. Cloud, Minnesota Area

Communicated real time with multiple customers at once from Retail, Business, 360, and Legacy ING. Serviced accounts with expert knowledge for both core and high value customers solving complex account related issues with creative solutions.• Created and distributed a quick-start guide for associates to refer to during mass migration of customers from Retail and 360 bank to quickly problem solve migration opportunities and alleviate customer concern.• Influenced and uplifted morale by outlining and sharing positive survey scores cross-site that received cross site recognition by Theresa Norman.

St. Cloud, Minnesota Area

Supported customers with account opening, funding, and online enrollment. Escalated complex requests accurately and maintained a customer-focused empathetic etiquette to drive up NPS and QA scores.• Digitally adopted 80% of incoming calls that drove customers to online banking giving them the ability to self-service their accounts online.

St. Cloud, Minnesota Area

Serviced guests quick and efficiently. Communicated vast beer knowledge to customers in a way they can understand, and read their tastes to find something they love. Communicated with the kitchen to ensure orders were made properly, and managed a large number of guests simultaneously.

Psychology, 4.0

Psychology