Robert Schill Email & Phone Number

Ogden, Utah

Supported Operational Risk Manager with daily operational functions designed to monitor commercial and personal bank accounts. Investigated Verafin Multi-Channel Fraud Detection & Prevention generated debit, transactional, and account alerts using Fiserv Precision Banking Platform (Precision) as well as direct customer inquiries. Alerts ranged from possible identity theft to elder abuse. Accessed 25 fraud reports from 3 sources: TABOS a proprietary developed software that interfaces with Precision, the back office portion of Funds eXpress Information Manager (FXIM) internet banking software, and Precision. Organized and evaluated fraud reports in Microsoft Office Excel according to risk factors and company defined materiality thresholds. Based on the fraud reports, investigated irregular transactions, recurring login failures, as well as validated customer access, updated contact information and changed passwords. Investigated suspicious activity identified by other departments. Forwarded non-fraud issues to the appropriate departments. Periodically served as backup staff/lead for customer service department.

Ogden, Utah

Researched for and updated all new hire training materials and presentations focused on banking principles and regulations, vocabulary (English/Spanish), account types, transactions, software, as well as service level agreements. Created content in Microsoft PowerPoint for new and existing staff training. Facilitated externally developed video based training. Tracked and ensured that all team members met annual training requirements. Re-wrote customer service manual and several items in the procedures manual. Monitored calls via CallRex for quality assurance. Based on call results, coached team members on customer service best practices. Developed new process for employee evaluation which resulted in performance improvements. Evaluated potential candidates via panel interviews. Served as second level call escalation.

Ogden, Utah

In addition to the Customer Service Representative duties, served as a shift team lead supporting 4-5 customer service representatives. Monitored team member service level requirement statistics via Cisco Supervisor Desktop. Used service level requirements and results to plan schedules and breaks to ensure adequate staff coverage to achieve service level goals. Served as first level of escalation for customers with issues not adequately resolved by the customer service representative. Lead team in implementing special projects assigned to the team by the customer service manager. Trained team members on customer service department’s best practices and call-specific responses. Created and disseminated best practice, cross selling, and error reduction tips via Microsoft Outlook 365. Facilitated inter-departmental communication to effectively provide customer support.

Ogden, Utah

Received inbound consumer and commercial customer phone calls through Cisco Agent Desktop. Assisted customers with a variety of requests including account balance, deposits, internal/external transfers, new or replacement card requests, statement questions, navigating the customer website which is a FXIM-based platform, and account disputes. Processed Comdata Comchek, WEX Fleet One PlusCheks, Electronic Funds Source (EFS), and other guaranteed checks in one of 2 rolls, customer service representative or data entry/validator. As customer service representative, gathered and submitted guaranteed check payee, dollar amount, and authorization code. As data entry/validator, received and authenticated guaranteed check details and authorization code with check issuer. Subsequently, deposited authorized check. While assisting customers, reviewed their current account and cross-sold additional accounts as well as equipment loans. Periodically participated in outbound call projects to investigate the dormant accounts, returned mail, account product cross selling.