Banking

Qualifications Profile

Detail-oriented, goal-driven, and multifaceted professional, with extensive experience and proven skills in banking and financial services, encompassing complex transactions and processing, ATM disputes research, internal control processes, administrative support, and customer service.

Equipped with high level of professionalism and work ethic; recognized for quality performance and successful completion of tasks well above standards. Known for outstanding ability to identify and resolve complex issues and develop effective solutions to achieve set-forth goals and objectives. Armed with exceptional interpersonal, teamwork, and communication aptitudes, essential in building rapport with all levels of the organization.

Areas of Expertise

Strategic Planning Support Audits and Reporting Quality Assurance and Control Staff Training and Development

Process Improvement Confidential Correspondence Workflow Prioritization Regulatory Compliance and Standards

Organizational Change Management Systems and Technology Utilization

Professional Experience

Digital Federal Credit Union, Marlboro, MA

Operations Department 2008–Present

Exceptions Team Member 2015–Present

Take charge of preparing daily reports, maintaining the balance transfer queue, and checking the reject queue to ensure correct balance transfers to all members

Guarantee timely processing of ATM disputes, including provisional credits and reversals to members’ accounts, adjustments and chargebacks through the network, as well as all appropriate letters related to the case

Arrange and evaluate monthly general ledgers to clear outstanding variance, while decreasing write-offs, such as DCU ATMs or Non-DCU ATMs

Complete transactions on the Exceptions Team for quarterly system upgrades, and aide with the verification of ATM receipts for ATM systems upgrades

Perform reconciliation of the department’s main general ledger for the Visa Team on a monthly basis in collaboration with the representatives

Preside over training of staff on DCU ATM dispute review, balance transfer rejects queues, service requests, returned checks, and XP testing

Conduct accurate processing of more than 1297 disputes with 89.5% approved and 10.5% denied

Execute 723 Balance Transfer reversal service requests due to no response or member requests

Played an integral role in the back-end of the companywide balance transfer promotion that attained 25% growth from 2017 to 2018 under the 0% balance transfer promotion; thus, improving work and additional internal staff

Optimized ATM dispute procedures to replicate the switch from MemberWorks to Pega based on an upcoming audit

Provided advice to achieve the company’s 2018 success sharing goals

Efficiently addressed 954 service requests in 2017 and consistently improved request in the third and fourth quarters

Designed and implemented new procedures for NYCE-Non-Pin Chargebacks and Visa Recon

Contributed to the development of process improvement effecting dispute service request

Created and executed the Mobile Banking questionnaire to effectively coordinate the potential training needs of staff with the Training Department

Successfully generated 85 referrals through Active Visa Campaign and secured 17 new members

Items Processing Team Member 2011–2015

Administered all facets of mail deposit from preparing, running deposits, keying, and sending files

Handled manual transactions in XP which were rejected from Wausau system, and organized deposit/check copies as well as travel remark call sheets

Offered hands-on support with subpoena request for deposit and check copies

Steered efforts in enhancing the Operations Department information in the disaster recovery site

Remittance Processing Team Member 2008–2011

Monitored releasing deposits through PC deposit service and created all reports related to volumes and PC deposit on a daily, weekly, and monthly basis

Displayed competency in executing test for PC and mobile deposit

Accomplished other functions involving preparing check and deposit copies, processing subpoenas request, facilitating outbound calling and training

Provided assistance in managing several projects and coordinated account manager testing for PC branch and the data input for the department intranet

Assisted the management on a yearly basis with the PC Deposit forecast based on the data compiled in the previous year

Made major contribution in boosting PC deposit from 900 to 10,000 active users monthly

Took part in several off-site meetings at EasCorp on testing scanning capabilities using a scanner, as well as, the use of cameras on smartphones for PC deposit capabilities which produced significant results

Implemented the PC Deposit using a scanner or camera on a smartphone which enabled the company to see 2% of all the deposits from the credit union were from PC Deposit, leading to its increase to 29% in October 2010 which also resulted recognition for DCU as one of the first credit unions to see $1B in deposits through PC Deposit

Earlier Positions Held:

Electronic Services Center Team Member Wires Team Member eSupport Team Member 2003-2008

Information Center Specialist 2003-2003

Earlier Career

Citizens Bank, Grafton, MA

In-Store Banker 2003-2003

Gateway Country Stores, Framingham, MA

Solutions Adviser (Part-time) 2001-2003

Bose Corporation, Framingham, MA

Administrative Coordinator II 1999-2003

Help Desk Coordinator 1997-1999

Telephone Sales Representative (Inbound) & Peer Coach 1994-1997

Education

Bachelor of Arts in Business, with Concentration in Marketing

Westfield State College, Westfield, MA

Recent Training

Illegal Harassment Awareness Training Live for Staff Booking Disputes for Traveler’s Claims

Returns Plastics Card Audit PEGA/CRM Operations Department Training 2017 All Staff Update

Annual CUES Online BSA Training Compliance Quarterly Newsletters Learning Café: Anti-Phishing Phil

BSA/AML: The Basics CRM for Support Department Employees DCU Title Services

Elder Financial Abuse: Detection and Prevention Email Security Friends and Family Lending

Identity Theft: Minimize the Risk People Pay Risk Report Safe Social Networks Safer Web Browsing

Sar: Be on Guard Security Path 2017 Social Engineering Teller Orientation: Regs and Disclosures URL Training

CRM for Support Department Ambassadors

Technical Skills

Microsoft Office Suite (Word, Excel, and Outlook) Windows 7/XP Pega Visa DPS Visa Online

Wausau-Image RPS DeposZip Nautilus Vertifi EJ Viewer

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