Kirt A Smith

*** ********** ** *** *

Wilmington, DE 19801

302-***-****

acz3nz@r.postjobfree.com

Objective

To apply the full array of my talents and contribute to the success of a well-managed operation where I can utilize my management and customer service experience to further my experience and career.

Profile

Over 20 years of experience in customer service on both managerial and service side of business

Highly effective written and verbal communicator

Experience in credit lending, Chargebacks, Bank complaint process and Fraud Investigations

Enthusiastic, creative, and willing to assume increased responsibility

System Knowledge: Word, Excel, Power point, Outlook, Desktop, Tsys FDR and Lexxus Nexxus

Type 45 WPM

Recognized as a creative and problem solver

Customer service expert with interpersonal, communication and situation handling abilities

Supervisory experience with a team of 15

Professional Experience

Claims Verifier

09/2016 – 04/2017

Delaware Claims Processing

Review of claim info for settling and payout.

Review of legal documents for claim processing

Resolution of complex claim info.

Enter an updating of missing claim info.

Customer Service Specialist

04/2016 – 08/2016

Highmark Blue Cross/Blue shield of Delaware

Review of patient info to ensure proper medical coverage exist on policies and claims.

Took incoming calls from physician offices concern claim payment info.

Problem solved customer complaints and payment concerns.

Specialty Fraud Investigator

11/2014 – 04/2016

Barclays Bank-Wilmington, DE

Responsible for receiving and making calls for the investigation of fraud claims to mitigate potential losses for the bank

Performing maintenance on change of fraud forms, SARS and BPM cases

Responsible for completing maintenance with full understanding of chargeback and compliance rights, following procedures and policies correctly

Proactively seek opportunities to share ideas for improvement of job functions and to limit losses

Investigation an resolution of escalated fraud and dispute cases.

Applied and removed various fraud alerts to prevent fraud activity.

Resolution Manager

06/2011 – 11/2014

Barclays Bank-Wilmington, DE

Receives escalated calls from frontline relationship Reps in an effort to reduce complaints.

Receive calls directly from our partners and bank regulators to resolve customer inquiries

Resolve escalations to the benefits of Barclay and its customers

Provide support to other high touch interaction points as necessary

Processed customer payments.

Dispute Relationship Manager

09/2008 – 06/2011

Barclays Bank-Wilmington, DE

Provided expedited solutions to customer billing issues in accordance to MasterCard and Visa regulations

Provided personalized service to gold, platinum and black card members

Managed upset customers with challenging situations

Processed chargeback thru VROL and Mastercom systems

Contacted and spoke with merchants to help rectify billing concerns.

Relationship Manager

09/2007 – 09/2008

Barclays Bank-Wilmington, DE

Handled customer inquiries, complaints, billing questions and payment extension/service requests

Calmed angry callers, repaired trust, and located resources for problem resolution and design best-option solutions.

Interfaced daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Processed customer payments an sales of various bank benefit products.

Customer Service Representative

03/2003 – 09/2007

HSBC-New Castle, DE

Provided first point of contact for customers

Answered client questions and resolve issues

Processed necessary paperwork

Answered customer financing questions

Customer Service Team Lead/Asst. Supervisor

10/2001 - 04/2003

Bank of America-Dover, DE

Assisted team manager in planning and execution of team quality call performance

Conducted new hire interviewing and training

Delivered oral and written presentations for new hires

Maintained timekeeping records

Performed all aspects of credit decisions

Customer Escalation Rep

1999-2001

Bank of America-Dover, DE

Handled transactions and answer customer inquiries

Resolved missing, misapplied and overpayment issues to satisfy customer issues

Deciphered customer needs and offered the best solution based on company policy

Effectively communicated ideas, suggestions and answers to customers

Customer Service Rep.

1993-1999

Bank of America, Dover, DE

Assisted customers with routine account related issues

Referred customers to people who specialize with the type of problem or query presented

Researched all customer disputes

Education

1991-1993

Nebraska College of Business Omaha, NE

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