Summary
Overview
Work History
Education
Skills
Timeline
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Angela Jimenez

Mountain Home AFB,United States

Summary

Successful Dispute Specialist with background supporting company daily activities. Highly knowledgeable with skills in managing and coordinating various tasks. Alert and attentive with expert problem-solving skills.

Overview

6
6
years of professional experience

Work History

Lead Operations Representative

Bank Of America
San Antonio, TX
11.2019 - 08.2021
  • Managed and responded to all incoming and outgoing correspondence/inquiries.
  • Tracked and established disputes (PIN and Signature) initiated by customers and Banking Centers daily.
  • Researched, analyzed and resolved disputes (PIN and Signature) through several programs (Fidelity and Visa Online) based on chargeback rights.
  • Provided provisional credits to customers' accounts to meet Visa requirement and Federal Reserve System Mandates.
  • Managed and responded to all correspondence/documentation based on decisions through managing risk and balancing customer experience.
  • Escalated/finalized disputes and communicated to Banking Centers when necessary, to ensure proper facts were documented and forwarded to conclude investigation.
  • Collected, arranged, and input daily tasks into workload tracker for accuracy and reporting.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Completed reviews on cases, recognizing discrepancies and promptly addressing for amendments/resolution.
  • Used multiple office automation software to create, edit, print, and save documents/letters, as well as revise existing spreadsheets and databases.
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Tracked and prepared card pull request orders to manage shipping times for time-critical customers.
  • Received telephone calls to support urgent matters with customers and/or Banking Centers.
  • Established, updated, and maintained office records to ensure efficient operation for time-sensitive and deadline-critical duties.
  • Contributed to create/update procedures such as editing and reformatting electronic drafts, creating and revising existing routines based on examples and expertise.
  • Assisted other team members to complete heavy workloads to ensure deadlines were met.
  • Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork.
  • Adapted to working from home environment and continued to meet deadlines for everyday workload.

Banking Center Service Coordinator

Community Bank
APO, AE
04.2015 - 03.2019
  • Assisted customers to identify fraudulent transactions and complete correct dispute form.
  • Gathered evidence, which included written statements, financial documentation, and cardholders signature.
  • Supervised over 20 associates.
  • Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
  • Organized staff workload and performed work check to ensure accuracy which prevented bank errors/losses and led to customer satisfaction.
  • Conducted employee huddles to assist staff in preparing for bank audits by discussing banking laws and regulations.
  • Greeted and/or assisted visitors both telephonically and in person within banking center.
  • Opened, closed, and maintained accounts, both personal and organizational.
  • Reviewed memorandums and other electronic documents prepared by organizations and finalized approval for updates and/or revisions to accounts.
  • Processed loan applications and payouts.
  • Executed customer transactions in US dollars and foreign currency to include deposits, withdrawals, financial papers, and wires.
  • Prepared meetings and briefings for military personnel to assist with financial planning and foreign transactions.
  • Handled over drafted and delinquent accounts and forwarded potential loss accounts to Defense Finance and Accounting Services.
  • Coordinated and performed ATM servicing and replenishment.

Education

Associate of Science - Pharmacy Technology

Florida Gulf Coast University
Fort Myers, FL
08.2013

Skills

  • Effective Problem-Solving
  • Case Analyzation
  • Compliance Requirements
  • Fraud and Anomaly Analysis
  • Identifying Risks
  • Client Satisfaction
  • Ability to Be Flexible
  • Teamwork Skills

Timeline

Lead Operations Representative

Bank Of America
11.2019 - 08.2021

Banking Center Service Coordinator

Community Bank
04.2015 - 03.2019

Associate of Science - Pharmacy Technology

Florida Gulf Coast University

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Angela Jimenez