client ops sr specialist iii resume example with 10+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Summary
Currently seeking, to successfully obtain a secure position in a challenging work environment, in which I can utilize my skills of communication, decision making, analysis, customer service, and bilingual skills in order to continue my professional growth. Dedicated banking professional well-versed in developing long-lasting and productive relationships with small business customers. Skilled at reviewing accounts and business packages with a practiced eye in order to propose improvements and resolve issues. Excellent communicator and multitasker with strong planning and conflict-resolution skills.
Skills
Account Management
Banking
Billing
Credit
Debit
Decision making
Help Desk
Excel
Windows
Microsoft word
Negotiator
Network
PPP
Problem solver
Project Management
Research
Selling
Fluent in English and Spanish
Team player
Troubleshooting
Inbound and outbound calling
Customer relations
Product organization
Active listening
Technologically savvy
Experience
Client Ops Sr Specialist III, 12/2019 to Current Chase – City, STATE,
Review credit card applications to determine creditworthiness
Determine amount applicant can be approved for
Worked in Business Banking on analyzing and decisioning PPP loan applications for small business, as part of the CARES ACT
Supported technical teams by stepping in to assist with remediating loans and delivering client feedback.
Identified areas requiring improvement, implementing new workflows to reduce task micromanagement.
Reported application error information and presented to business leaders for decision-making, solutions and improvements.
Collaborated closely with upper management to develop corporate vision and roll out initiatives to meet goals.
Global Chargeback Specialist I, 03/2018 to 10/2019 Chase – City, STATE,
Responsible for maintaining chargeback relationship of over 100 merchants assigned directly to me Answer and resolve calls/ inquiries from internal/external sources that relates to Post Deposit Events (chargebacks, retrievals and adjustment, etc.) Ensure timely follow-up on merchant/card issuer inquiries 100% of the time Research and work incoming chargebacks from work queue Analyze disputes and other exceptions; follow defined procedures accurately to take appropriate actions within strict deadlines Research any errors such as duplicate, voided, partial or incomplete statuses on various systems as needed Liaise with other areas of the organization, card issuing banks and merchants, in order to provide timely resolution to merchant inquiries.
Educated merchants on the Payment Brand and Debit Network Rules and assist in resolving disputes Work Chargeback cases within strict timeframes.
High analytical ability given the direct impact to the merchant experience and merchant retention
Working knowledge of the Payment Brand and Debit Network Rules and Regulations in order to make correct decisions. Used complex decision making when reviewing the multiple Chargeback reason codes, each with specific regulations.
Responded to merchant inquiries to facilitate solutions, including implementing payment processing solutions to minimize chargebacks.
Gathered data to formulate appropriate replies for information requests.
Researched and compiled information for chargeback reports.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Auto Loan Specialist, 01/2016 to 03/2018 Chase – City, STATE,
Processed payments and payoffs on account, as well as provided titling information Provided lien releases information pertaining to individual state laws Provided department with information on accounts with suspicious activity.
Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
Spent ample time with each applicant to break down complex information into terms that easy to understand.
Observed all corporate and federal regulatory policies in terms of data security, privacy and confidentiality.
Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
Customer Service, Tech Support Representative, 10/2010 to 01/2016 Verizon Wireless – City, STATE,
Assisted customers with any issue that may arise with their wireless account, such as billing questions and device issues Lead weekly team meetings pertaining to trends in hardware and software issues and how to troubleshoot Informed customers on latest devices and technology to meet their needs, and was top 5 in selling device accessories and insurance protection plans Analyzed trends in network issues and reported to network team to fix system outages before they started.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assessed customer needs and upsold products and services to maximize sales.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Consulted with customers to determine best methods to resolve service and billing issues.
Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Education and Training
High School Diploma: , Expected in 05/2006 to Leto High School - Tampa, FL GPA:
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