NINA KEETON

Omaha NE 402-***-**** adug0x@r.postjobfree.com

Summary

Dedicated Risk Operations professional with nearly 15 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Adept in managing customer disputes and resolved discrepancies. Proficient in developing internal reports to capture data for reporting and monthly close activities.

Skills

• Quality control

• Data evaluation

• Senior leadership support

• Report creation

• Project management abilities

• Conflict mediation

• Cross-functional collaboration

• High-energy attitude

• Customer relations

• Inbound and Outbound Calling

• Product organization

• System implementation

• Quality assurance controls

• Schedule mastery

Education and Training

Metropolitan Community College Omaha, NE

Experience

Advisor Services Operations Analyst

AXOS Clearing 08/15/2022 to current

15950 West Dodge Road

Responsibilities

• Processes incoming ACAT and Non ACAT transfer-out requests

• Processes exception item postings

• Researches out of balance items

• Pro-actively communicate with internal departments and external contra firms, fund companies and asset sponsors to provide guidance and answer any specific inquiries

• Follows up on all outstanding items and participates in Quality Control processes

• Work collaboratively with the team to meet all daily responsibilities and maintain excellent service levels

• Identify and document process and system enhancements for productivity, quality, and efficiency

• Contribute to special projects and assignments as needed

• Manages AAS systems, software and workflow

Risk Operations Chargeback Agent 08/2007 to 05/2022 PayPal La Vista, NE

• Reviewed PayPal accounts with limited access, determine the legitimacy of the account, and account holder.

• Assisted Supervisor and Senior Agent with special projects.

• Reviewed customers documentation and place outbound phone calls to customers to gather additional documentation when appropriate to effectively dispute a chargeback.

• Evaluated chargeback and/or Ach Returns received from credit card companies and financial institutions decided to accept or dispute.

• Working (disputing & accepting) chargebacks received under all reason codes.

• Gathered data to formulate appropriate replies for information requests.

• Demonstrated leadership by making improvements to work processes and helping to train others. Protection Services/Proserv 06/2005 to 05/2007

PayPal La Vista, NE

• Closing of claims filed through PayPal's Consumer Protection Policies

• Assist prospective customers with all processes in connection with Risk Operations.

• Verified claim data correctness in preparation for processing.

• Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.

• Promoted agency products to customers in person, by telephone and in writing.

• Restricted account when appropriate.

Risk Operations Overnight Email 11/2002 to 06/2005 PayPal La Vista, NE

• Research and resolve issues reported by the client's end-users via email, and chat support.

• Manage and maintain a test lab of devices running services to be used for reproducing customer issues.

• Document all information on customer interaction according to standard operating procedures.

• Monitored risk assessments and assessed validity using industry-specific methods.

• Documented and reported on key risks and recommended mitigation strategies.

• Compiled and submitted regular reports to update senior management on operations and progress. Relevant Work

Collections

PayPal

La Vista, NE

May 2007 – Aug 2007

• Perform collection skip-tracing activities in accordance with FDCPA, state and local collection laws in an effort to verify consumer information.

• Assist customers with making outstanding payments for clients.

• Acted as a consultant to the customer, empathizing with their situation, encouraging and educating them, and offering assistance and payment options.

Contact this candidate