ASHLEY BROWN
Chicago,Illinois
Summary
Detail-oriented and results-driven professional with broad expertise across payment dispute resolution, operations leadership, and relationship banking. Adept at resolving complex payment issues, streamlining operational processes, and fostering strong client relationships. Proven leadership experience as a Lead Operations Associate, ensuring efficient workflows and team productivity. As a Relationship Banker, excelled in providing tailored financial solutions, delivering exceptional service, and achieving business growth. Highly skilled in problem-solving, data analysis, and maintaining compliance with industry regulations, with a focus on optimizing both customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Payment Specialist
Alliant
11.2023 - Current
- Investigate Disputes – Review and analyze transaction discrepancies, invoices, payment records, and account histories to determine the validity of payment disputes.
- Coordinate with Internal Teams – Collaborate with departments such as finance, billing, legal, and customer service to gather necessary information and resolve payment discrepancies efficiently.
- Document Dispute Cases – Maintain accurate and detailed records of each dispute, including the nature of the issue, actions taken, and final resolution for future reference and auditing.
- Ensure Regulatory Compliance – Ensure all dispute resolutions follow relevant industry standards, financial regulations, and company policies to minimize risk and legal exposure.
- Handle Escalations – Manage complex or high-priority disputes that require additional investigation, involving management or legal teams when necessary.
- Process Adjustments and Refunds – Initiate payment adjustments, credits, or refunds as needed to resolve disputes, ensuring accurate processing in the company’s payment systems.
- Monitor Deadlines and Follow-ups – Track disputes through to resolution, ensuring that all timelines are met and following up with customers or internal teams as needed.
- Generate Dispute Reports – Prepare and present reports detailing the volume, nature, and resolution of disputes for management review and operational improvements.
Lead Operations Associate
Chase Bank
01.2019 - 11.2023
- Oversee Daily Operations – Ensure smooth and efficient execution of daily tasks, managing operational workflows and processes to meet organizational goals.
- Supervise Team Members – Lead a team of operations associates, providing guidance, support, and direction to ensure that team members meet performance and productivity standards.
- Coordinate Work Assignments – Assign tasks and responsibilities to team members based on workload, priorities, and skills, ensuring balanced and effective team operation.
- Training and Development – Train new hires and provide ongoing coaching and professional development to ensure team members are knowledgeable about procedures, tools, and best practices.
- Process Improvement – Identify inefficiencies or areas for improvement in operational processes, proposing and implementing changes to optimize performance and streamline workflows.
- Problem Solving and Issue Resolution – Troubleshoot operational issues that arise, providing quick resolutions to prevent disruptions in workflow. Escalate complex problems to higher management when necessary.
- Ensure Compliance with Policies – Ensure that all team activities adhere to company policies, safety guidelines, and regulatory requirements, maintaining compliance in all operational processes.
- Reporting and Documentation – Prepare and maintain accurate reports on operations performance, team productivity, and other key metrics. Present these reports to management for review and strategic planning.
Relationship Banker
TCF Bank
08.2018 - 12.2018
- Open and Manage Accounts – Assist customers in opening new bank accounts (checking, savings, etc.), and provide ongoing support for account maintenance, such as updating account information, setting up automatic payments, and closing accounts when necessary.
- Promote Bank Products and Services – Identify customer needs and cross-sell various financial products and services, including credit cards, loans, mortgages, insurance, and investment opportunities to meet their financial goals.
- Build and Maintain Customer Relationships – Establish strong, long-lasting relationships with customers through regular communication, ensuring a high level of client satisfaction and loyalty.
- Handle Customer Inquiries and Concerns – Serve as a primary point of contact for customers with questions or concerns about their accounts, transactions, or banking services. Resolve issues promptly and efficiently.
- Perform Transactions – Assist customers with routine banking transactions such as deposits, withdrawals, money transfers, wire transfers, and issuing cashier’s checks.
- Prepare and Submit Financial Documentation – Collect, prepare, and review financial documentation, such as loan applications, investment statements, and transaction reports, ensuring accuracy and completeness.
Education
Psychology -
Chicago state University
Chicago, Illinois05.2023
Skills
- Detail oriented
- Task Prioritization
- Problem solving
- Team support
- Operations management
- Proficient in Outlook
- Proficient in Excel
- Filing and Document Management
- Adaptability
- Financial Reporting
- Communication Skills (written and verbal)
Timeline
Payment Specialist
Alliant
11.2023 - Current
Lead Operations Associate
Chase Bank
01.2019 - 11.2023
Relationship Banker
TCF Bank
08.2018 - 12.2018
Psychology -
Chicago state University