Malia Cook-Artis, Cae Email & Phone Number

Chicago, Illinois, United States

Greater Chicago Area

Greater Chicago Area

Accurately process member and customer requests via phone, email and fax, including CPE registrations and information; membership applications, dues payments, updates and inquiries, and; explanation of member benefits and resources. Complete special projects, such as database cleanup and event program reconciliations.

Processed Visa Check Card, Visa PIN-Based and Visa Gift Card disputes using Metavante CMS and Visa DPS, reissuing cards when necessary. Maintained dispute case files to ensure Regulation E deadlines were met. Created/proofread memoranda and other correspondence. Handled heavy telephone volume, communicating with internal and external customers, as well as third-party vendors to ensure successful dispute resolution. Approved new Visa Check Card applications and authorized temporary card limit increases. Reconciled check card, gift card, and PIN-based activity accounts daily using MISER and Excel programs. Created periodic sales, activity, and dispute reports for submission to department Vice President. Scheduled department training with coworkers. Placed service/repair calls for various office machines as necessary. Streamlined dispute initiation process by reducing number of required documents.Developed balancing systems for Visa Gift Card and Visa PIN-based programs upon respective product launches.Trained department members on all new software and processing programs. Actively assisted in facilitating testing of new products/systems.Assumed role of department supervisor in her absence.

Assisted internal and external customers in a call center environment, performing research and account maintenance tasks utilizing Metavante BankerInsight/IBS when necessary. Maintained merchant services accounts for commercial customers. Oversaw daily Internet Banking functions, and processed Master Money Debit Card disputes on Metavante CMS. Substituted for personal bankers at branches as needed. Trained new personal bankers and Customer Relations representatives. Supervised department in manager's absence.Retained after acquisition by special request from Mid Town Bank & Trust president.