Customer Care Data Entry

Ashley Hopgood

Brooklyn, NY ***** 843-***-**** ***************@*****.***

MIDDLE OFFICE OPERATIONS

Dedicated, self-driven professional motivated to maintain customer satisfaction and contribute to the company’s success. Reliable and driven with strong time management and prioritization abilities. Track record of providing customer care goals in compliance with company rules and regulations. A friendly and helpful individual who can tackle all kinds of situations effectively.

CORE COMPETENCIES

Excellent Verbal & Communication Skills Superior Customer Service Typing 50 WPM Time Management

Working Knowledge of NACHA Rules & Return Codes Multi-Lined Switchboard Negotiation Skills Data Entry

Internal & External Communications Basic Math Organizational Skills Analytical Skills Research

Solid Attention to Detail Good Judgement Skills Positive Attitude Strong Work Ethic

TECHNICAL SKILLS

Salesforce Mas OS ERM & CRM Systems Microsoft Office: Word, Excel, Powerpoint, Publisher

PROFESSIONAL EXPERIENCE

Flagstar Bank/Signature Bank, Midtown Manhattan Associate I FC/PCG Support 12/2018 – 04/2025

Maintained and exceeded monthly metrics. Monitored and addressed all non-post stop pays, positive pay, and ACH returns daily. Reviewed posted DDA Checks via Oasis and reviewed signatures via OTG. Reviewed banking instructions provided by clients to ensure accuracy, company controls, and compliance.

Ensured all wire/ACH operational processes and procedures, and maintained compliance with all processing organizations (NACHA) and federal and state regulations affecting bank operations.

Investigated and conducted fraud investigations from debit and ACH transactions.

Submitted ATM adjustments and disputes while complying with Federal Regulation E.

Developed problem-solving skills by helping customers with moderate to difficult banking issues and concerns.

Executed ad hoc assignments as required.

Developed processes, systems, and procedures to improve process efficiency and establish best practices.

Worked with other areas of the company and IT to improve existing processes.

Efficiently processed over a dozen transaction files daily from various financial institutions and performed bank reconciliations.

Capify Operations Specialist 02/2012 – 09/2017

Provided operational support and assistance to branch and other department associates by phone. Reviewed banking instructions provided by clients to ensure accuracy, company controls, and compliance.

Developed problem-solving skills by helping customers with moderate to difficult banking issues and concerns.

Executed ad hoc assignments as required.

Developed processes, systems, and procedures to improve process efficiency and establish best practices.

Worked with other areas of the company and IT to improve existing processes.

Efficiently processed more than a dozen transaction files daily from various financial institutions and performed bank reconciliations.

EDUCATION

General Studies (Coursework Completed) – Williamsburg Technical College

Contact this candidate