Christina Logan
Summary
Seasoned Analyst with extensive experience at J.P. Morgan Chase, specializing in quality assurance and problem-solving. Proven track record in enhancing product quality through rigorous QC testing and statistical analysis, while promoting effective team collaboration. Recognized for exceptional customer communication skills that significantly improved service standards and compliance. Career goals include leveraging analytical expertise to drive continuous improvement within a dynamic organization.
Overview
13
13
years of professional experience
Work History
Payment Lifecycle Analyst
J.P. Morgan Chase
10.2023 - Current
- Manage payment processing activities, involving investigating, inputting, and verifying payments across multiple platforms.
- Identify and address breaks in the General Ledger caused by failed payments.
- Conduct data analysis to identify patterns and trends, and suggest ways to realign operational standards.
- Monitors daily and monthly volumes to enhance workflow efficiency of the unit.
- Identify and escalate system issues impacting customers, with proposed resolutions.
- Assist in executing test cases, and monitor the success of implementation efforts.
- Collaborate with business and treasury teams to assess the necessary funding for Nostro accounts.
- Conduct reconciliations to pinpoint discrepancies, and work closely with business units for resolutions.
Quality Analyst
J.P. Morgan Chase
03.2021 - Current
- Drafted quality assurance policies and procedures.
- Recommended, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Identified and remedied defects within the production process.
- Implemented and monitored test scripts to assess functionality, reliability, performance, and quality of the service or product.
- Compiled and analyzed statistical data.
- Ensured ongoing compliance with quality and industry regulatory requirements.
Redemption Senior Service Representative III
J.P. Morgan Chase
02.2018 - 03.2021
- Engaged in interactive dialogue with delinquent customers through active listening, while analyzing customer accounts to determine post-repossession redemption options.
- Advised customers of post-repossession instructions to assist in redeeming the vehicle.
- Determine unique customer needs, and provide appropriate solutions to troubleshoot concerns.
- Effectively communicate with both internal and external customers and departments to facilitate the redemption process.
- Safeguarded client information to ensure confidentiality.
- Documented customer's account activity thoroughly and concisely.
- I attended all trainings necessary to maintain the required skill set.
Senior Services Representative III
J.P. Morgan Chase
03.2015 - 02.2018
- Managed incoming escalation matters received by phone, email, and social media.
- Worked with multiple departments to resolve escalated issues.
- Managed the Auto Escalations email box in KANA.
- Developed KANA training, and trained new team members.
- Monitored KANA service levels, and coordinated with upper management to maintain service levels.
- Assisted with the recertification of policies and the creation of new policies/templates for our phone-based and email specialists.
- As a subject matter expert, I provided daily floor support for agents via chat.
- Assisted customers, dealers, and branch representatives with auto loan concerns.
- Worked with our Matters Requiring Action Team to resolve title perfection issues, and obtain missing documents.
Collections Account Representative
J.P. Morgan Chase
11.2011 - 03.2015
- Communicated effectively in order to present ideas and recommendations clearly, and in a professional manner.
- Ensured a healthy balance between collecting a debt and creating a positive customer experience.
- Interacted with other divisions as necessary in order to resolve the customer problems.
- Maintained and managed an individual account queue.
- Contacted customers whose accounts are 105 to 130 days past due to negotiate payment arrangements to bring the account out of collection.
- Educated customers on the value of paying their student loans, and keeping them current.
- Educated customers on other options that they may have available to them.
- Proven record of locating no-contact skip accounts.
Education
Louisiana State University
01.2005
Skills
- Quality assurance
- Test script implementation
- Statistical analysis
- Regulatory compliance
- Policy drafting
- Defect identification
- Problem solving
- Critical thinking
- Customer communication
- Data monitoring
- Active listening
- Team collaboration
- Account management
- SOP development
- Customer focus
- Procedural updates
- Quality processes
- QC testing
- Teamwork
- Problem-solving
- Team building
Timeline
Payment Lifecycle Analyst
J.P. Morgan Chase
10.2023 - Current
Quality Analyst
J.P. Morgan Chase
03.2021 - Current
Redemption Senior Service Representative III
J.P. Morgan Chase
02.2018 - 03.2021
Senior Services Representative III
J.P. Morgan Chase
03.2015 - 02.2018
Collections Account Representative
J.P. Morgan Chase
11.2011 - 03.2015
Louisiana State University