Amanda Star

Responsible for reviewing and updating banking information for incoming vendor payment accounts.

• Inspecting banking documents for potential warning signs, evidence of tampering or other fraud indicators and ensuring documents meet all noted requirements.
• Reviewing stored payment data, vendor contact information, agent notes, and other related records in the payment network to ensure accuracy in executing changes correctly and efficiently.
• Performing internal security checks on provided documentation and outbound security validation calls to vendors to verify legitimacy and prevent fraud.
• Safeguarded sensitive financial data through strict adherence to privacy policies and implementation of robust security measures, in accordance with all industry compliance and regulatory requirements.
• Processed thousands of vendor update requests throughout time in this role, and maintained a perfect rate of zero fraud incidents while intercepting many dozens of attempts.
• Frequently exceeded departmental goals related to speed, efficiency, and accuracy in processing vendor update requests.
• Collaborated with team members to discuss best fraud prevention practices, frequent risk factors, and indicators to be aware of.
• Functioned as a subject matter expert for new team members to offer training, shadowing, and industry expertise to help them succeed.
• Cross-trained in facilitating updates to international vendor payment accounts with many different regional restrictions and additional legal components.

Responsible for improving relations with card-accepting vendors by offering in-house card payment solutions.

• Facilitating the retention of card revenue by navigating conversations with vendors about their card acceptance policies in accordance with major card brands' merchant terms and conditions.
• Utilized vendor feedback to assist in the development of additional enhancement offerings such as payment consolidation, aggregation, and custom payment data files.
• Developed and implemented the supplier exemption form process to efficiently capture vendor card acceptance data, precisely target high-potential vendor accounts, reduce time spent on low-quality leads, identify core vendor pain points, and maximize card revenue retention.
• As knowledge council representative, was responsible for composing, editing, and routinely updating the team's Zendesk Guide help section for training and ongoing reference purposes.
• Held ongoing biweekly cross-department training sessions to educate teams on current card brand merchant terms and best practices.

Resolved supplier questions and concerns via phone and email with exemplary customer service skills in a timely and efficient manner.

• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Responded to vendor inquiries and resolved complaints to establish trust and increase satisfaction.
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
• Assisted in sourcing and launching new security software to better prevent fraud and loss.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both vendors and the company alike.
• Provided training for new team members on department procedures, fostering a supportive work environment and promoting skills development.
• Handled payment reconciliations with an exceptionally high payment recovery rate.
• Developed custom reconciliation reports for management review, highlighting significant findings from the reconciliation process.
• Reduced financial discrepancies by consistently monitoring and resolving account variances.
• Assisted in periodic reviews of existing policies and procedures, suggesting updates as needed for optimal effectiveness.
• Actively participated in team meetings, sharing insights on best practices to enhance overall department performance.

For the first four months of time with Corpay, employment was through the temp agency NW Staffing, becoming a permanent employee in the same role in February of 2018.

Assisted customers with the security and management of their credit accounts and purchasing of the company's merchandise via inbound phone calls, live online chat, and emails.

• Provided detailed credit account information, general account management support, and resolved balance or fee disputes.
• Resolved shipping or return issues, contacted third party vendors and shipping companies, and processed affidavits for customers who did not receive their merchandise.
• As a lead agent, de-escalated tense customer complaints transferred by other representatives.
• Performed call quality audits to ensure customer satisfaction, and adherence to company policies and protocol
• Maintained a consistent employee stat ranking in the top 5 of over 300 employees based on call time, quality, and hold times.
• Frequently achieved perfect scores on call quality audits and maintained an average quality rating of 90-95% per month.