Customer Service Manager

DENISE MOSES

Newark, NJ ***** 973-***-**** **********@*****.*** www.linkedin.com/in/denise-moses

CUSTOMER SERVICE PROFESSIONAL

Results-driven with comprehensive experience in banking and client-based services. In-depth knowledge in managing investigations and payments and proven history of providing solutions, resolving customer queries, and delivering timely resolution to top-tier clients. Thrives well in high pressure and high-volume environments, while exceeding expectations and consistently meeting deadlines. Strong leader with acute capability of managing challenging projects with professionalism. Known for being meticulous, organized, a team collaborator, and connecting well with others.

Customer-Centric Conflict Resolution Training & Staff Development Time Management Client Satisfaction Product Knowledge PROFESSIONAL EXPERIENCE

DEUTSCHE BANK, New York, NY

ACH Investigator 2012 - 2019

Performed new account setup on PEP+, add blocks, and filters on new and existing accounts.

• Changed and updated risk limits on new and existing accounts, ensuring no financial risk to bank.

• Supported clients in identifying authorized and unauthorized payments.

• Reported unresolved items to clients, enabling them to apply payments.

• Prepared reclamation and indemnity letters for clients to various banks in order to recover any monies due to fraud on client’s accounts or death of participant.

• Balanced clients’ accounts and faxed written statements of unauthorized statements to clients.

• Completed amended detailed reports, ACH exception report, collection reports, and return resolution reports, assisting clients with reconciliation of accounts.

• Cross-trained and supported offshore global team in India. DEUTSCHE BANK, New York, NY

Office of Foreign Asset & Control (OFAC) / Money Transfer Investigator 2011-2012 Reviewed transactions of both domestic and international consumer commercial banking on a day-to-day basis to meet compliance requirements.

• Maintained internal operation financial control, upholding bank standards for internal partners and external customer clients.

• Performed international and wire payments via Swift, FED, and Chips.

• Investigated debit or credit payments for client’s unable to apply missing payment information and invalid account number.

• Amended payments or re-effected payments with instructions received from customers. DEUTSCHE BANK, New York, NY

Client Support/Customer Service Investigator 2006 - 2011 Provided daily support to clients for ARP Disbursements product.

• Handled calls and inquiries within 24-48 hours, increasing customer satisfaction, improving client relations, and solving issues in a timely manner.

• Collaborated with internal departments, gathering information to resolve investigation inquiries. Additional Deutsche Bank Roles

DEUTSCHE BANK, New York, NY

On-Us Check Collections Investigator, New York, NY Processed checks drawn for clearing, verified no stops and funds availability, and cross-trained / supported offshore Bangalore team.

EDUCATION

Bachelor of Business Administration (BBA) Business Management; Minor-Psychology, Pace University, New York, NY

TECHNICAL SKILLS

Microsoft Office Suite: Word, Excel, Outlook

ACH PEP +

Windows and MAC OS X Systems

PROFESSIONAL DEVELOPMENT / TRAINING

ISO Quality Training; Public Speaking Training / Courses; ACH Training Courses; CPR Training COMMUNITY AFFILIATIONS

Donna T Darrien Memorial Foundation for Sickle Cell Anemia

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