Robert M. Email & Phone Number

Tampa, Fl, Us

Tampa, Florida

Tampa/St. Petersburg, Florida Area

• Process and verified receipt of incoming ACH files. • Maintain required reports and logs. • Assist with Treasury Reclamations as requested. • Created daily balance sheets for EFT activities. • Provided assistance with enquiries regarding ACH transactions. • Communicates both verbally and in written communications with ACH business groups, • Understands ACH operational flows, technology needs, major issues, and concerns.• Translate technical and/or complicated information into clear, concise documents or discussions with internal and external clients.• Develops documentation, ACH lists and guidelines to standardize and enhance quality of resolutions for typical problems.• Access database for retrieval and management of banking and accounting details.

Tampa/St. Petersburg, Florida Area

• Administered & Attend Daily call calibrations with new hire classes• Analyzed customers’ financial situation• Familiar with OFAC, KYC, BSA and Patriot Act• Daily account reviews with employees verifying all Regulatory / Compliance and Policy & Procedures are followed. • Reviewed and analyzed online banking ACH transactions including Direct Checks, cash payments, Debit Card, MoneyGram / Western Union.• Supported the identification, assessment and reporting of risk related to fraud to proper department.• Executed and performed client service which includes client calls, transaction processing, inquiry response/ research, account maintenance and analyzing customer questions, requests and problems.

• Developed professional customer service staff• Designed and applied programs and planned and achieved goals.• Received customer calls, approved calibrations and monitored CSR• Provided weekly feedback to managers• Interacted with various call center departments regarding resource planning, human resources and help desk support

• Plan and lead training sessions for new hires• Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7- minute goal.• Triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.• Collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.• Analyzes and resolves incidents and requests regarding use of application software or hardware.• Maintains and protects confidentiality with regard to all aspects of customer care and employee information.