Allison Derosa

• Collected mail from customers and brought back to facility for processing and sorting.
• Followed strict package safety standards to protect customers and team members.
• Handled missing postage and returned mail for route customers.
• Obtained signatures for registered, certified and insured mail.
• Sorted mail, arranging in delivery sequence for distribution.
• Delivered and collected mail for designated route to businesses and residential homes using small trucks.
• Scanned labels on letters or parcels to confirm receipt.
• Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.

• Cash Items are checks we receive back that our customer deposits from other nancial institutions that are NSF, Stop Payment, Uncollected, Fraudulent, and etc..
• I look up our customer's account and debit their account for the amount of the check
• At the end of the day I mail letter, copy of check 21 brochure, and copy of the check
• The customer can redeposit if it is NSF or Un-Locate Account at the other Bank
• Monitor overdraft accounts
• I run a program that Strunk uploads every day
• I print out letters for Customer's that are Overdrawn 15, 30, and 45 days
• 15 day letters we mail out as a courtesy to let them know about the negative balance
• 30 day letters, I take away their overdraft privileges and ATM/Debit Cards get restricted
• 45 day letters is when we close accounts and report them to chex systems
• I review release wires that the branch staf process for Customer's
• I decision items such as checks and electronic payments, that come through customer's accounts that can be rejected for multiple reasons
• Counterfeit checks- When one of our Customer's state they did not write a certain check or it was

• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Updated customer accounts, addresses and contact information within call management databases.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

I have had many roles at Webster Bank. Started as a Teller, Senior Teller, Teller Supervisor, and for the last 14 years I was a Senior Deposit Ops Specialist in the Debit Card Dispute Department.

The main function of the Debit Card Dispute Dept was to review disputes that our customer's submitted that were either unauthorized or merchant disputes. The merchant disputes consisted of not receiving goods and services, duplicate items processed, payment's were not supposed to be taken early and/or at all. The dispute process was to give provisional/final credit if allowed per Reg E. If we needed additional information I would send a letter requesting the information and the date the information needs to be returned by. If the information was not returned provisional credit will be reversed and claim will be denied. If the claim was complete then I would forward the information to Visa and they can research the merchant side. The process was time consuming and I would go back and forth until the merchant gave the funds back to our Customer.

I had to be very organized and detail oriented. I was processing not only 30 to 40 new claims but researching the older claims as well.