Pam (Devault) Mace Email & Phone Number

Des Moines, Iowa, United States

Acting independently, but under general supervision, coordinate daily activities and support Dispute Services. Oversee the daily department functions and the customer process from start to finish. Direct the daily assessment of workflows and projects to Dispute Specialist and complete follow up as needed. Lead efforts to meet strategic goals to ensure deadlines and Reg E standards are met. Act as a point of escalation for all levels of Dispute Services, other departments, and financial institutions.

West Des Moines Iowa

• Lead and assist team members reviewing and responding to customers incoming fraud claims.• Monitor call volume to ensure service levels are met• Resolve escalated issues with customers, team members, and other department.• Responsible for managing a team to reduce fraud losses while meeting production standards.• Ensure compliance with regulatory requirements of fraud claim processing.• Monitor accounts for charge back processing prior to 120 day cut off and provisional credit prior to 7 days.• Provide coaching and feedback regarding quality and production standards.

Area of Responsibility:• Managed a team of 20 employees ensuring production and quality department standards are met. • Coaching & Development • Recruited and interviewed highly qualified candidates to fill vacancies. • Led department meetings to build team cohesiveness. • Collected operations data and created spreadsheets dealing with trends. • Support in area of compliance and audit.• Managed record retention using Iron Mountain as a vendor• Supervised inventory usage ordering inventory using an automated Procure to Pay system. • Traveled to 5 sites to assist on several successful conversions

Areas of Responsibility:• Performed monthly audits to ensure quality goals were met. Provided feedback regarding audits.• Reviewed and updated procedure manuals• Took escalated manager calls from the Phone teams. • Trained new staff on the processes. • Delegated work and responsibility to staff. • Updated daily production numbers to be communicated to upper management.

• Handled customer inquiries, complaints, billing questions via in-bound calls and correspondence.

• 1991-1993 – Account Specialist - Managed and balanced the lock boxes for Amoco dealers. • 1990-1991 – Address Change Clerk - Handled address change request for Amoco Customers• 1988-1990 – Clerk - Handled the processing of Amoco Statements • 1987-1988 – Clerk - Sorted the mail for the different departments at the site.