Stephanie Santos Email & Phone Number

• Process account closures of confirmed high risk accounts• Utilize KYC checks and models to assist users throughout their onboarding experience, requesting any additional documentation necessary to properly verify information• Generate documentation requests through identity verification services in order to update account information due to legal name changes, address, email, and number changes• First line of support for Account Takeover Claims and Identity Theft Claims• Research claims of missing ACH and debit card deposits• Process user limit increase requests, ensuring to carefully review each account for eligilibilty requirements• Redact any PII information provided through unsecure channels• Submit UDAAP complaints according to complaint language present within customer chats, emails, and voicemails• Research complaints submitted over from our parent bank, Evolve Bank and Trust, and communicate with account holders to achieve complaint resolution• Work with suspended, blocked, or limited accounts to assist in restoring access by resending document requests from Fraud regarding recent suspicious account activity• Escalate suspicious accounts to Fraud and Compliance for further investigation and account actioning, ensuring to provide account holders with necessary communication regarding their account status

Fort Mill, South Carolina, United States

-Process morning ACH files and exceptions on strict time deadlines in accordance to NACHA rules and regulations. This includes working ACH credit exceptions to be completed by 9.00 a.m., debit exceptions, keying in Notifications of Change (NOC’s), and ACH returns-Balance various GL’s and research any outages that may have occurred prior day-Research ACH Reclaim requests that come in from other institutions, and follow up accordingly with the appropriate parties-Process ACH deceased notifications as they are received from the U.S. Treasury; place the appropriate holds and warnings on accounts, return Treasury funds received after the member’s date of death, and submit death claims to MSO -Process ACH forms through DocuSign and Synapsis; WSUD’s, ACH Stop Payments, ACH Origination Stops, and ACH Change forms-Partner with Marketing and Learning and Development to provide frontline departments adequate notification and clarification of any new process changes and/or implementations -Work closely with Learning and Development to develop revamped training materials on any ACH related processes-Assist EFT team in answering research calls from frontline representatives as well as other departments within the company -Maintain all internal and frontline accessible ACH procedures up to date and in accordance to NACHA and Reg E rules-Assist in collecting and providing data needed for the yearly ACH audit-Cross train and be cross trained on various processes throughout the department to ensure proper coverage and backup needs are met

Fort Mill, South Carolina, United States

-Provide assistance and guidance to all Level I Contact Center Representatives with account inquiries, complex transactions, navigation of multiple systems, and general clarifications-Receive escalated member calls and effectively de-escalate the call in a professional manner while also ensuring to resolve the initial subject matter-Process outgoing wire transfers and meticulously explain wire process to members to ensure correct submission of information -Handle incoming faxes, emails, and live chat correspondence from members and third parties, making note to attach pertinent documentation to accounts and respond to requests in a timely fashion-Handle front line incoming calls to the Financial Solutions Center in an effective, professional manner-Assess member issues with the utmost priority, ensuring to provide each member with genuine concern and dedicated assistance with inquiries, which may range from balance checks to complex account situations-Perform a wide variety of financial transactions, including funds transfers, fee refunds, obtaining payments for multiple types of loans, opening of new accounts, issuing checks, accepting requests from third parties regarding member accounts, and working with every department to provide exceptional service and solutions to members-Maintain a vast knowledge of financial institution regulations, compliance, and frequently changing loan rates and product offerings-Offer assistance within our English, Spanish and IRA front line calls

Queens, New York, United States

-Offer exceptional customer service on a front end basis, as well as on the floor, ensuring to satisfy every customer's needs -Maintain a pristine sales floor, continuously facing isles and keeping floors clear of any obstructions or litter to further improve the customer experience -Restock all items in a timely fashion in all of their appropriate locations -Effectively handle cash in a quick paced retail setting, striving to establish a perfect cash drawer balance at all times

Louisville, Kentucky, United States

-Assist clients with their financial needs in a highly motivated, busy environment, while providing extraordinary customer service -Handle large amounts of cash, as well as issue official bank documents within industry regulations and bank policies and guidelines -Remain actively involved in revising current and new products offered by the industry, broadening product knowledge on a daily basis -Mitigate losses on every transaction administered by remaining attentive throughout all situations, and advising customers knowledgeably on how to protect their valuable financial assets

Louisville, Kentucky, United States

-Developed a knowledge of a multitude of plans, services, pricing, and wireless devices -Addressed various customer issues both in person and on the phone, assuring to provide impartial, knowledgeable advice and information -Sold services and products in a quick paced surrounding while handling every part of a sales transaction, including utilizing a multitude of tenders, and adding customer warranties

Queens, New York, United States

-Created a multitude of visual displays according to new styles and incoming lines of clothing -Dressed mannequins, restocked clothes in all departments, and placed new lines of clothing out on the floor while assuring to flawlessly fold and hang them -Attentively handled fitting rooms, cash registers, and customer’s inquiries in a busy work environment

Freeport, New York, United States

 Successfully met monthly goals required by Sales Associate position -Maintained store displays in order to increase customer product knowledge -Efficiently conducted daily and monthly inventories in store -Excellent at training new employees and making sure all coworkers followed company policies and procedures -Responsible for placing orders of phones, accessories, and supplies

Associate'S Degree, Liberal Arts And Sciences/Liberal Studies

High School Diploma

Education record