Relationship Management Consultant

Nicole Rymer **** Old Forge Road New Castle, DE **720

302-***-**** Phone ********@*****.***

Dear Hiring Manager,

In review of your company's objectives and employment opportunities, I believe that my experience and transferable skills are in perfect line with your current needs. The qualifications and professional knowledge I can bring to the organization include but are not limited to:

- Thorough knowledge of Visa, MasterCard, Amex, and government banking regulations

- Client relations management experience

- Office management experience

- Team management experience

- Project management experience

- Tax experience

- Claims experience

- Liaison experience

- Social work experience

- Analytical thinking and problem-solving experience

- Experience working independently and as part of a team in pursuit of goals

- Ability to multi-task and manage priorities to meet deadlines

- Strong leadership skills

- Professional oral and written communication skills

If you are looking for a dependable, results-oriented professional with a solid performance track, I would be interested in speaking with you to discuss the value that my strengths and experience can bring to your organization. I can be reached by telephone at 302-***-**** or via email at ********@*****.***. I look forward to hearing from you.

Sincerely yours,

Nicole Rymer

Nicole Rymer 1103 Old Forge Road New Castle, DE 19720

302-***-**** Phone ********@*****.***

OBJECTIVE: Seeking to contribute transferable experience to the success of your company.

EXPERIENCE: Social Finance Lending Corp. - SoFi Claymont, DE

Relationship Management Consultant February 2018 to Present

Build relationships with prospective clients, applicants, and member base

Request and secure required documentation needed to determine eligibility based on SOP requirements

Perform audits to ensure data provided by applicants at submission is accurate and the requests meet SoFi specifications pursuant to SOP

Review and verify documents for accuracy and legitimacy submitting suspected fraudulent documents to Fraud Investigations Team

Manage correspondence phone, secure chats, secure emails accurately and efficiently disbursing throughout necessary SoFi departments as required

Resolve client issues by actively listening, deescalating, and taking ownership to resolve the situation that caused the dissatisfaction

Report all complaints in compliance with government rules and regulations

Provide operations support to the SoFi Business Development Team by working special projects as needed

Aerogroup International, Inc. Newark, DE

Management: Keyholder November 2016 to December 2017

Assist with the execution of merchandise displays and visuals to enhance the Brand

Effectively manage time for self and associates to consistently meets deadlines

High level of initiative and accountability

Proven ability to prioritize multiple initiatives

Excellent computer skills and ability to use a POS system

Conduct chat-ins and chat-outs to ensure all Associates are updated on daily Company and store communications

Communicate with Store Manager and Assistant Managers on areas of importance

Serve as the manager on duty in the absence of the Store and Assistant Managers

Drive VIP enrollment to enhance brand loyalty

Provide an exceptional customer service experience to all customers

Serve as product knowledge expert to educate customers and associates including Focus Styles and Technology

Successfully model the Company values; hold Associates accountable to do the same

Drive Top Line sales to achieve and exceed financial plan and monitor store goals

Ensure all funds and merchandise are handled according to Company policy and procedure

Effectively manage merchandise and manage selling expense to budget

Properly zone store for optimum selling and customer experience

Bank of America Newark, DE

Claims Analyst I & II May 2011 to May 2017

Thorough knowledge of 1st chargeback and representment processes

Ability to review credit bureau reports to determine credit worthiness

Resolves customers’ ATM/credit claims against merchants within Bank of America, Visa, MasterCard, Amex and Federal Government guidelines and regulations

Experience multi-tasking utilizing the following software applications to resolve claims: TSYS, MSS, TSS, Card IS, Lexis Nexis, VROL, MasterCom, SharePoint, and Google

Interpret contracts, rules, regulations, policies, and procedures in order to determine the strongest possible dispute right available for an initial claim and/or continuation of a dispute to pre-arbitration when initial claim is challenged by merchant

Educate customers on information needed to assist with a claim, when there is no dispute right available, and how to avoid the situations in the future

Experience in project management, public speaking, leadership, efficiency training, and as a liaison between management and associates as a part of Benefit Highlights Asset Team, Fraud & Claims Associate Council, and Toastmasters International

Goodwill Staffing Service Wilmington, DE

DSS/DHSS Social Worker/Case Manager May 2010 to March 2011

Conducted interviews in order to accurately determine eligibility for DSS programs

Assessed client needs and processed referrals to other programs and agencies

Accessed the following computer databases and inquiry systems to obtain necessary client verifications: DCIS, DCSR, DOL, MMIS, and Work Number

Barclaycard US Wilmington, DE

Billing Disputes Advisor April 2007 to January 2010

Responded to customer inbound dispute calls, emails, and letters in accordance to Visa, MasterCard, Amex, and Barclaycard US regulations

Received and investigated documentation provided by merchant or customer

Interpreted contracts, rules, regulations, policies, and procedures in order to determine the strongest possible dispute right available

Customer Relationship Manager April 2005 to April 2007

Checked to ensure appropriate changes were made to resolve customers' issues

Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

Consistently met and exceeded company's performance standards while providing excellent customer service

CITI Bank/CITI Cards Newark, DE

Customer Service Representative September 2004 to April 2005

Evaluated customers' computerized credit records and payment histories to decide whether to approve new credit, based on predetermined standards

Kept records of customers' charges and payments

Explained finance charges and late fees and removed them at my discretion

Jackson Hewitt Tax Service Atlanta, GA

Tax Preparer January 2002 to April 2004

Utilized all appropriate adjustments, deductions, and credits to keep clients' tax liability to a minimum, while maximizing their return

Reviewed data input and verified totals on forms prepared by others to detect errors in arithmetic, data entry, and procedures

Computed taxes owed and overpaid following tax form instructions and tax tables

EDUCATION: Jackson Hewitt Tax Service Atlanta, GA

Certificate of Completion in Tax Preparation

Delaware Division of Social Services Wilmington, DE

Certificate of Completion in Social Worker Training

Delaware Technical Community College Wilmington, DE

Health Career Studies

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