Brandy Deloach
Dallas,TX
Summary
Results-driven Senior Processing Specialist with a record of sound decision-making and adaptability in dynamic enviorments. Possesses strong attention to detail, effective communication skills (both written and verbal), and the ability to manage multiple task independently or within a team. Curious and inquisitive by nature, I thrive on investigating complex situations while ensuring compliance. Commited to supporting a high standard of integrity in fraud prevention.
Overview
3
3
years of professional experience
Work History
Senior Processing Specialist, Fraud
Genpact US Services LLC
Richardson, Texas
10.2021 - Current
- Support fraud and claims functional area by proactively finding opportunities to improve cusotmer experience and offer ideas to mitigate risk through effective authentication of customers to prevent fraudulent activity.
- Perform oderately complex customer support task using solid communication, verbal and written, skills to show rapport with customer and deescalate difficult and senssitive information as part of resolving the claim.
- Receive direction from upper management and escalate non-routine questions.
- Oversee multiple fraud claim types and take proper action to decide the case using multiple systems and applications.
- Interaction with colleagues on required information as well as external and internal customers through inbound and outbound calls and/or live chats.
- Collaborated with other departments such as Credit Cards. to resolve any outstanding issues or discrepancies related to accounts.
- Ensured all customer data was kept secure according to company policy.
- Provided guidance and training to junior staff members on processing techniques and procedures.
Senior Processing Specialist, Deposits
Genpact US Services LLC
Richardson, Texas
10.2021 - Current
- Responsible for monitoring and handling new account documents, account opening verifications, and account exceptions.
- Process ACH transfers, wire transfers, CD accounts, and chargebacks.
- Monitor daily reports and address all outstanding items in the designated time frame.
- Address customer needs by providing proper and prompt service.
- Responsible for monitoring and addressing all non-post, NSF, stop payments daily.
- Maintain deposit-related documents to reflect changes in policies and procedures.
- Process daily account maintenance request by banking policies and properly file.
- Find discrepancies and escalate concerns as requested.
Senior Processing Specialist, Card Services
Genpact US Services LLC
Richardson, Texas
10.2021 - Current
- Provided support to inbound calls and chats, capturing and verifying required information.
- Comprehend customer request for products and/or service issues.
- Provide correct information to the customer and accurately notating accounts with what actions were taken or need to be taken with attentiveness to detail.
- Responsible for ordering and reordering credit cards to be mailed to customers.
- Assisting customers with credit card maintenance, issue resolution and notices.
Education
Certification - Medical Assisting
Kaplan College - Columbus
Corpus Christi, TX10-2011
Skills
- Compliance Management
- Teamwork and Collaboration
- New Policies Processing
- Customer Service
- Data Entry
- Number-savvy
- Organizational Skills
- Analytical Skills
- Financial Transactions
- Time Management
- Payment and Investigation Escalations
- Account Management
- Team building
- Appointment Scheduling
- Understanding of medical terms
- Paperwork Processing
- Interpersonal Skills
- Records Management
- Regulatory compliance understanding
- Patient Rapport
- Policy Review
- Information Verification
- Medical Terminology
- Outstanding clerical abilities
- Relationship Building
- Reporting skills
- Large-Sum Computations
- Active Listening
- Excellent Communication
- Multitasking
- Data transcription
- Professional Demeanor
- Goal Setting
- Problem-solving aptitude
- Professionalism
- Organizing and Prioritizing Work
- Document Control
- Written Communication
- Documentation abilities
- Regulatory Compliance Adherence
- Adaptability and Flexibility
- Analytical Thinking
- Decision-Making
- Critical Thinking
- Continuous Improvement
- Self Motivation
- Secure data practices
- 10-Key Touch
- Attention to Detail
Timeline
Senior Processing Specialist, Fraud
Genpact US Services LLC
10.2021 - Current
Senior Processing Specialist, Deposits
Genpact US Services LLC
10.2021 - Current
Senior Processing Specialist, Card Services
Genpact US Services LLC
10.2021 - Current
Certification - Medical Assisting
Kaplan College - Columbus