Phoenix Az Call Center

April A. Blodgett

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

Phoenix AZ ***44

Phone 480-***-****

Email ***************@*****.***

Summary of Qualifications

Financial banking professional with over 34 years of experience in the financial industry. Organized, dedicated professional that is efficient and courteous. Strong analytical skills with attention to detail. Excellent customer services and people skills. Able to adapt quickly to various situations. Ability to work alone or on a team. Able to multitask with multiple screens and databases. Provide excellent supervisory and management skills for coaching and cross training to assist each employee with their goals and career paths. Develop strategies to assist employees to obtain their goals. Created logs, spreadsheets and status reports to further develop the individual goals for each employee to achieve department goals and employee goals.

Proficient with Microsoft, 10 key, typing, copies, fax, multi telephone lines and various database office programs. Including but not limited to the following: FCRM, Nautilus thick or thin, Fraud Finders, Aperio, Real Time Wires, ShareDrive, Desktop, Lexis Nexis, WireXchange, Q2, Iron Mountain, Star, Elan, Loomis, Nets, Patriot, iPay Master, Trusted Notary, Citrix, Outlook, CMS, Fidelity, Digital Insight, First Data, ADP, AFS, Allview, CST (Metavante), Personix (WC3), Debit Cards, Harland, Openhire Management, GUI Signature, UI Signature, Fiserv EFT, Nets, Diebold, Numara Track It 9.0, Avaya, Loomis Cash, Lotus Notes, Quickr, PC, Mac.

Work Experience

01/2020 – 02/2024

CIT Bank/First Citizens Bank

Fraud Prevention Analyst I

4950 S 48th St

Phoenix AZ 85040

Fraud Investigator

Process FCRM alerts, Real Time Wires, Fraud Finders, Q2 alerts, BDD’s, Lexis Nexix. Asist branches, departments as needed. Contact Business Client Services, HOA and branches to verify validity of checks, ACH, wires etc. Assist with research for investigators. Tracy Real, Michelle Canez and Elizabeth Goff Fraud Department Managers.

12/2019-01/2020

4950 S 18th St

Phoenix AZ 85040

Fraud Investigation (Mutual Legacy)

Process FCRM alerts, Real Time Wires, Fraud Finders, Q2 alerts, BDD’s, LexisNexis. Asist branches, departments as needed. Contact Business Client Services, HOA and branches to verify validity of checks, ACH, wires etc. Assist with research for investigators.

06/2008-12/2019

Mutual of Omaha Bank

4950 S 48th St

Phoenix AZ 85040

1st Call Internal Customer Service:

Answer calls, emails and work orders for various questions. Primarily to assist with branches, internal employees, departments for procedure and system questions. Calculate and process interest adjustments as needed. Including but not limited to debit cards, statements, various research as needed.

04/2015-07/2017

Mutual of Omaha Bank

Commercial Banking:

Open new business accounts, setup online banking. Process various requests including setting up internal transfers, check requests, account type changes, account maintenance such as address changes, contact information, statements, account fees.

Assist with various reports daily and monthly to achieve department goals with 0 errors.

06/2008-04/2015

Bank Operations Specialist II:

ATM/Cards/Disputes:

Order cash for 18 offsite ATM’s. Clear ATM GL’s for cash ordered and residual for 18 offsite ATM’s. Assist the accounting department with clearing non-matching card items and various research items. Clear work orders and phone calls for card requests such as, card special requests, pin orders, card orders, card limit increases, customer traveling requests and research card items for the branches and the call center. Process business card applications and submit to imaging. Process return non-Mutual ATM deposits and notifications to branches. Assist branches as needed with ATM issues and balancing questions. Contact various vendors such as Diebold, Loomis, Rochester for ATM issues to be resolved and updates. Process Reg E Disputes from beginning to final for all POS/ATM/ACH items being disputed for consumer and POS/ATM for business. Q/A all disputes imaged. Assist with training for the call center on cards and disputes. Conduct training classes, for Reg E Disputes with the call center as requested. Assist other departments as needed with Legal, research and statements. Yvonne Sullivan, Card/ATM Operations Manager.

10/2001 – 06/2008 – Department dissolved

First National Bank of Arizona - Purchased by Mutual of Omaha Bank

Tempe AZ 85282

Electronic/Online Banking Manager /Call Center Manager 08/2006 – 06/2008

Manage department controllable expense to 0%. Manage department projects within timelines and scope as defined by project list. Maintain yearly averages for both online support and call center agents which include abandon rate, service level and aux times. Increase core deposits by 10% and accounts in online banking 5% over previous year. Ensure all online employees receive new account, product and telephone etiquette training continually. Maintain a satisfactory rating on all audits. Maintain and keep current electronic banking and call center policies and on all audits. Maintain and keep current electronic banking and call center policies and procedures to include online banking, card and ATM support. Develop and maintain numerous external vendor relationships to ensure proper response to emergency needs, project deliverables and contract requirements are maintained. Ensure vendor contracts remain current, are reviewed and approved within appropriate time frames and through vendor management process to prevent service breaks. Periodically attend vendor seminars on current/future technologies and methodologies to define strategic position of units for enhancements and growth. Utilize internal and external business units to resolve difficult situations. Manage external contacts to maintain the prestige and presence of the bank in the marketplace and to control situations in which customer impacts could result in lost business relationships. Development and cross training for staff to better assist customers and departments. Process reviews, increases, employee counseling and timesheets. Back up staff as needed with all functions. Handled all interviewing, submitting and completing for all new hire paperwork including access to building and systems for all three areas. Write procedures and update as needed. Created employee reference guides for all processes. Carla Allen, Convenience Banking Division Manager.

Retail Standards Operations Coordinator 8/2004 – 2/2005

Ensure and back up operations for decision NSF and uncollected items fidelity for each branch, charge off accounts, new account reviews, stop payment reviews, hold reviews, handle branch 1st line questions for policies and procedures. Complete daily tracking and coaching for branches. Assist manager with reviews. Update all policies and procedures for our functions. Back up staff as needed with all functions. Linda Sterup, Retail Operations Manager. Barbara Wahlman, Division Retail Manager.

Operations Specialist I 11/2002 – 3/2004

Ensure all functions are processed accurately, daily and in a timely manner. Back up operations for new account reviews, pull NSF checks for return to Fed, stop payment reviews, Reg CC hold reviews, returned deposited items, Reg E disputes, address changes, tax levies, privacy notices, dormant account status, print interest checks, verification of deposit, maintenance requests and process research and adjustments. Daily tracking and coaching for branches errors. Back up department as needed with all functions. Vinay Madar, Manager.

Personal Banking Representative II 10/2001 – 11/2002

Open new accounts, teller drawer, answer phones and customer inquiries. Ensure branch, ATM and vaults are balanced daily. Process mail and fax requests daily, accurately and in a timely manner. Cross sell products and services. Other duties as needed. Tracy Martin Frank Lloyd Wright Retail Branch and Ted Batycki Shea Branch Managers.

3/1999 – 3/2000

McCormick Systems

Mesa, AZ

Service Representative and Receptionist

Handle multi-phone lines, various appointments and various office duties to assist trainers for classes. Outbound sales calls, logs, mailings which included postage meters for FedEx and USPS. Prepare printings, outgoing mail and other duties as assigned. Loriel Allen, Manager.

2/1998 – 10/1998

JP Morgan Chase, Credit Card Department

Tempe, AZ 85281

Fraud Prevention Analyst/Collections Representative

Verify possession of credit cards, activity and process fraud claims as needed. Back up inbound customer service call center. Outbound calls for collections for 30-90 days delinquent. Obtain promise to pays, payments over the phone and assist customer with credit counseling agencies. Other duties as assigned. Mark Barriger, Fraud Prevention Manager. Matt O’Halloran, Collection Manager.

5/1994 – 11/1998

Bank of America, NT

Phoenix, AZ

Credit Balance Refund Customer Service Associate

Process credit balance refunds for credit department. Processed research for all credit balance refunds over $1500.00 process and balance general ledges daily. Assist supervisor, backup check writers process returned mail and assist with other duties as required. Process for technical support, adds changes and deletes for all system passwords for all states manually. Denorah Estrada, Department Manager.

7/1991 – 5/1994

Bank of America NT, Arizona

Mesa, AZ

Senior Operations Supervisor

Process transactions, customer inquiries, research requests, balance teller drawers, vault and ATM. Provide training for new hires. Perform branch opening and closing procedures as acting management. Open new accounts and balance general ledgers monthly. Assist with account inquiries, ran merchant window and met strict sales goals. Assist with other duties as required. Closed branch. Steve Hartman, Customer Service Manager. Dannette Krogslund, Operations Manager.

5/1987 – 5/1991

Pima Savings & Loan Association – Sold to Bank of America NT

Mesa, AZ

Senior Teller, Retail

Process new accounts, deposits, balance ATM, customer transactions. Assist with account inquiries, balance general ledgers for branch monthly. Sales goals and train new hires. Handle opening and closing branch procedures as acting management. Assist with other duties as required. Closed branch due to purchase by Bank of America. Gayle H. Lewis, Customer Service Manager.

4/1986 – 5/1987

Fry’s Food and Drug Store

Mesa, AZ

Customer Service, Deli/Bakery and Liquor Departments

Assist customer with bakery/deli items. Order and restock bakery and liquor items. Create sales displays. Assist with other duties as assigned. Paul Stone, Store Manager.

References are available upon request.

Thank you for your time and consideration.

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