Samantha Tripp Email & Phone Number

Mount Pleasant, Mi, Us

Jackson, Michigan, United States

Elizabethtown, Kentucky, United States

Provide additional support as needed to the Payment Operation’s Payment Exception, Merchant Relations, and Research teams in a floating capacity. Complete daily documentation and processing of Payee Management Requests (PMR) and Payment Change Requests (PCR) from customers and authorized Financial Institution/Credit Unions representatives within defined Standard Operating Procedures (SOP) and Service Level standards (SLA/SLS). Assist in processing and settlement of daily Payment Exception (returns and corrections) files for multiple payment processors with high level of accuracy within hard deadlines. Maintain current knowledge of rules and regulations and established policies and procedures for payment processing. Transfer cases assigned for Payment Research into a trouble ticketing system and other duties as assigned.

Elizabethtown, Kentucky, United States

Be the liaison between the iPay Bill Pay product owner/engineering teams and internal customer facing teams on issues and product changes as a member of the TechLive team under FI Support. Works on escalated cases regarding complex issues where analysis of situations or data requires an in-depth evaluation of variable factors including specific product/service configuration and analysis of SSO/API logs within defined Standard Operating Procedures (SOP) and Service Level standards (SLA/SLS). When applicable, escalate cases to appropriate product owners/engineering teams for software bugs and/or enhancements. Analyze reported issues, production logs, customer feedback, and other metrics to assist in prioritizing new and backlog cases. Participate in biweekly Sprint planning meetings to deliver our department's top 5 issues to the SCRUM Master and product owner teams; when applicable provide feedback for internal developments and client experience advice to ensure optimum product usability internally and externally. Handle after-hours calls on a rotating basis. Ensure that support materials including FAQs, WebHelp Knowledge Base (KB), SharePoint articles, and SOPs are maintained and up to date to enable internal consistency and customer self-service. Assist with new hire training of TSR II and other special projects as assigned.

Elizabethtown, Kentucky, United States

Provide superior basic technical support to our clients such as Financial Institutions, Credit Unions, and Resellers regarding the iPay Bill Pay product through telephone, email, cases and chat as a member of the FI Support department. Communicates to clients their specific product configurations, customer procedures and other information as needed to assist with customer inquiries, including gathering information and leading the client using troubleshooting techniques to determine the source of error and finding resolution, with maximum client satisfaction. Assist with the daily processing of member requests such as Payment Research, Stop Payments, Check Copies, Website Navigation, and more. Communicate effectively with authorized representatives to identify/diagnose the issue, document and keep them informed of incident progress, document and notify them of impending changes, and follow up regarding successful resolution within defined Standard Operating Procedures (SOP) and Service Level standards (SLA/SLS). When necessary escalate the issue to level III TSR for additional diagnosis and/or support.

Mount Pleasant, Michigan, United States

Provide high-level basic technical internal and external support regarding all consumer and business electronic banking products/services offered through telephone, email, backoffice messaging, and email. Assist customers with common online banking issues such as lock outs, password resets, navigating the website, browser issues etc. Provide back-end setup and customer facing support for Cash Management services which include ACH Payroll origination, Positive Pay (ARP), Remote Deposit Capture (RDC), Website (EPS) payments, Wire origination, and Bill Pay. Ensure daily ACH processing is completed within expected time frames including Exceptions (returns and corrections) maintaining compliance with NACHA guidelines. Reconciliation of incoming and outbound domestic and international wires maintaining compliance with all applicable regulations including BSA and OFAC. Assisted in development, implementation, and improvement of consistent procedures, workflows, and special projects as assigned. Assist with new hire onboarding and cross-training of other departments to improve operational efficiency.

Handling 80+ external and internal inquiries made via telephone, email, live chat, and other electronic means regarding a variety of products and services in a call center environment. Provide accurate information to all customers, including explanation of products and services for Deposit, Mortgage and HELOC accounts. Accurately enters or confirms client information into bank systems; initiates and/or completes proper request forms in assisting clients. Prepare and Authenticate customer Wire forms for processing.