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USD Payment Processor/Account Administrator Resume Example

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USD PAYMENT PROCESSOR/ACCOUNT ADMINISTRATOR
Summary

Diligent and driven Account Admin who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, investigative and organizational skills.

Experience
USD Payment Processor/Account Administrator
December 2013 to CurrentCompany Name － City, State
  • Investigate inquiries and provide timely responses by telex, cable, letter or phone to inquiries in accordance with Division policies and procedures and standards.
  • Delivered prompt, accurate and excellent customer service.
  • Provide account analysis and inquiry prevention input in order to prevent inquiries.
  • Processing manual payment adjustments and inquires.
  • Provide timely and accurate response to customer concerns via email and providing accurate and timely data entry of manual and electronic payments and deposits.
  • Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
  • Reviews incoming payment instructions ensuring the proper payment techniques(i.e.- Fedwire, CHIPS, Book...)
  • Identifying and researching transactional inconsistencies, forward any to proper management.
  • Investigated red flags for fraud, embezzlement, money laundering, tax evasion, false accounting statements, organized crime, terrorist financing and insider trading and forwarded to the necessary departments for review and final action to be taken.
  • Complied with regulatory requirements including Bank Secrecy Act, Anti-Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Researched banking guidelines and statutory requirements to stay updated on new laws and applications.
  • Maintained confidentiality of bank records and internal and external customer information.
  • Performed debit and credit accounts on computer spreadsheets/databases, using specialized accounting software.
  • Funds Transfer System(FTS), CIA platform, Excel, MS Word, The Global Banking Resource, Clearing House(CHIPS), FircoSoft,
Wholesale Service Center Rep/ Service Matter Expert(SME)
July 2010 to December 2013Company Name － City, State
  • Resolve problematic issues that require a supervisor's assistance when a Competitive Local Exchange Carrier(CLEC) calls into the center.
  • Coordinated with a team of SME's several times a week to determine the optimal resolution for problematical subject matter.
  • Assisted in the delegation of the day to day processing of orders and cataloging of errors as well as corrections collected for weekly reports.
  • Corresponded with representatives from all CLECs to ensure they are following business rules set forth by Local Service Order Guidelines, recommending any necessary changes to the order entry.
  • Assisted customers with technical issues via email, live chat and telephone regarding the wholesale service center, wholesale help desk, and CLECs.
  • Manually process wholesale service orders that should have processed automatically, after careful review.
  • Inspecting orders to ensure the client follows business rules, identifying any patterns or formatting issues not within guidelines.
  • Prevention of metrics failure by proactively facilitating a valid reject message or an FOC within 24 hours of submission.
  • Proofreading work orders prior and subsequent to provisioning to prevent downstream inaccuracies.
  • Verified work order information and receipt of all necessary equipment.
  • Participated in team, cross-divisional and technical forums.
  • Developed training guides for manually processing tasks due to system fall out.
  • Ordered equipment and services for voice, data and cabling.
  • Maintained the Wholesale Billing and System fall out queue.
  • Troubleshooting orders and taking ownership of difficult business that is deemed unsolvable by average representatives.
  • Interacted with customers and technicians to follow-up on shipping statuses and expedited orders.
  • Assisted in process refinement to improve customer service and support.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Informed customers about issue resolution progress.
  • Devised workarounds for problems.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Excel, Word, Metasolv, Siebel, Outlook, Virtual Front Office.
Dental Customer Service Representative
December 2009 to January 2010Company Name － City, State
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken within the company MetCore database.
  • Promoted company products to customers in thorough oral and written communication via the telephone and email.
  • Assisted active customers and physicians via clients to learn about their financial needs and to discuss any existing coverage.
  • operates a multil ine telephone and auto dialer system.
  • Concisely explained insurance coverage and plan/policy options to clients based on their needs and goals.
Customer Service Representative/Coach
January 2008 to July 2009Company Name － City, State
  • Servicing and Reconciliation of Federal Student Loans: Stafford, Parent and Grad Plus, Consolidation.
  • Provided accurate and appropriate information in response to customer inquiries. Addressing customer service inquiries in a timely and accurate fashion.
  • Operating multi-split Phone system; Inbound and Outbound. Properly streamlined inbound calls in phone queues to improve call flow.
  • Developed effective relationships with all call center departments through clear communication.
  • Coordinated with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Reviewed external customer accounts and results regularly to determine whether life changes, economic developments or financial performance indicated a need for plan revision. Calculating accrued interest, repayment, and possible payment options.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Kept abreast of rapidly evolving technology.
  • Coaching/Training of new internal customers in order to integrate their working knowledge between Borrower Services and Loan Counseling Departments.
  • Developed training job aides for new internal customers.
  • Evaluated new hire training progress and recommended any additional training to management if necessary. Often assigned internal customers on a Performance Improvement Plan (PIP).
  • Trained staff on how to improve internal/external customer interactions.
  • Payment Center- Processing Payments and Annotating incoming credits.
  • Classify, record, and summarize numerical and financial data to compile and keep financial records, using computers.
  • VAX, Excel, Word, Reflections, Web, Windows 2000 and XP, GreenBar
Collections Representative
May 2007 to November 2007Company Name － City, State
Recovery Specialist
July 2006 to January 2007Company Name － City, State
  • Operating an Inbound and Outbound Dialer System Collected personal data on debtor via Credit History and Skip-Tracing.
  • Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
  • Analyzing and Interpreting all information collected and confirming its validity.
  • Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives, negotiating possible payment options.
  • Debts Collected: Verizon Residential and commercial, Retail credit cards, and various utility companies.
  • Assisted in difficult debt recovery in order to close delinquent accounts, providing talk-offs or follow-up phone calls to external customers.
  • Monitored accounts to identify delinquency and take necessary action to recover.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Maintained monthly goals set by management.
  • Assisted with the development of the call center's operations, quality and training processes.
  • Led a team of customer service representatives to increase service center profitability.
  • Served as the single point of contact for project special projects and tasks. In turn, we obtained new Business/Accounts to be collected- MCI and Sherman Accounts.
  • Cross-trained and provided back-up for fellow internal customers when needed. Trained staff on how to improve customer interactions.
  • As-400, Windows 2000, Insight report systems, Autodialer.
Education
High School Diploma : General Studies, 2005Thomas R. Proctor Sr. High School － City, State, United States

2003-2005- Accounting and Business Math

CommunicationsSUNY- Unversity At Albany － City, State

Fall 05, Spring 06, and Spring 07

Skills

Careful and active listener, Multi-tasking, Professional and friendly, Active learner, Creative Problem Solving, Data Collection, Data Entry, Client Relations, Customer service-oriented, Good reading & interpretive skills,

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Resume Overview

School Attended

  • Thomas R. Proctor Sr. High School
  • SUNY- Unversity At Albany

Job Titles Held:

  • USD Payment Processor/Account Administrator
  • Wholesale Service Center Rep/ Service Matter Expert(SME)
  • Dental Customer Service Representative
  • Customer Service Representative/Coach
  • Collections Representative
  • Recovery Specialist

Degrees

  • High School Diploma : General Studies , 2005
    Communications

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