Betsy Weiderman

Wire Operations:

• Wire transfer processing from various channels including online banking, in person, and/or phone/fax.
• Experience with domestic and international wires and regulatory rules such as SWIFT and Dodd Frank.
• Monitor and resolve wire fraud anomalies detected by the bank's fraud monitoring systems.
• Perform research and respond to internal and external customer inquiries of wire transfers.
• Perform department back up responsibilities for Reg E and Non Reg E Debit/ATM card disputes, Debit/ATM card fraud monitoring, ACH verifications, business online banking enrollments/maintenance, and remote deposit capture image verification.
• Assist/resource for complicated Reg E and Non Reg E Debit/ATM card disputes.
• Training/resource for the Card Services side of the E-Banking Operations team.

Debit/ATM Card Operations:

• Processing/investigation of customer disputes related to Debit/ATM cards (Reg E error resolution and Non Reg E claims), including customer communication and coordination with related vendors/merchants on case resolution.
• Support of transaction fraud monitoring, investigation, and resolution for debit cards.
• Administer the bank's debit card rewards system, including loyalty point processing, customer adjustments, and related reporting.
• Process digital wallet enrollments, card maintenance and verification, balancing and inventory support for instant issue cards, and process ATM envelopes and courier deposits.
• Perform department back up responsibilities for Debit/ATM card fraud monitoring, remote deposit image verification, and starting December 2020 assist with back up of secondary wire processor verifications.
• Create dispute procedures and training materials.
• Training/resource for the Card Services side of the E-Banking Operations team.

Call Center Customer Service Representative:

• Professionally answer on average 100 incoming calls a day from both internal and external customers.
• Assist heated customer calls and resolve issues in a manner beneficial to both the bank and the customer.
• Assist customers during the Debit/ATM card and online banking conversions from FIS to Fiserv.
• Process Debit/ATM card maintenance and verification and investigate online banking bill pay inquiries.
• Developed comprehensive training materials and trained new members of the team.

Branch Customer Service Representative:

• Process a variety of financial transactions (check cashing, withdrawals, deposits, loan payments, etc.) and accurately balance these transactions.
• Operate a teller drawer to serve customers and bank personnel in lobby or drive up.
• Recognize potential cross-sell opportunities and direct customers to appropriate bank personnel.
• Additional branch responsibilities: process ATM envelopes/balancing, vault balancing, GL balancing, and branch capture.