Crystal McCoy

Created and managed daily team schedules to ensure proper coverage and workflow efficiency.

Delegated tasks to team members based on workload priorities and individual strengths.

Assisted management with conducting interviews and evaluating candidates for new hire opportunities.

Trained and onboarded new employees on PMR processes, systems, and security procedures.

Developed, updated, and maintained Quick Reference Guides (QRGs) and Standard Operating Procedures (SOPs).

Provided ongoing coaching and support to improve team performance, accuracy, and compliance.

Assisted with monitoring productivity metrics and quality assurance standards to meet departmental goals.

• Utilized PMR (Private Medical Record) Processing System to retrieve and validate veterans' medical records from private healthcare providers (PHPs). Validated system-automated outputs and facilitated human-in-the-loop processes to ensure accuracy and meet transaction performance goals. Assisted with case management, document extraction, and validation of automated redactions to support case processing. Conducted quality reviews of PMR case processing, ensuring compliance with security protocols to protect veterans' personal information. Performed data entry, processed PMR requests, and made phone calls to private healthcare providers to gather necessary information for case completion. Supervised the daily work of staff to ensure work prioritization and quality. Mentored and coached team members to ensure successful performance. Delegated tasks to team members according to project requirements and employee strengths.

• Tracked chargeback activity to identify best practices for determining fraud. Used multiple data sources to derive end-to-end fraud performance metrics. Communicated with customers and company personnel, utilizing active listening and interpersonal skills. Participated in group discussions with team members to develop new ways to combat fraud. Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio. Made recommendations for closing accounts and performed associated follow-up. Documented investigative findings in reports.

• Provided exceptional customer service by proactively solving problems, presenting loan solutions based on customer needs, and enthusiastically presenting all available sales products. Processed credit loan applications. Analyzed credit & financial information for current and potential customers. Proactively contacted customers with past due balances to offer possible solutions and resolve delinquency. Achieved consistent results by meeting or exceeding expected individual and branch goals related to the sale of company products and services. Learned Federal, State, and Local Application Consumer laws to ensure compliant actions. Maintained a cash drawer, including processing payments and delivering daily deposits to specified financial institutions as required.

• Provide support to internal team members regarding all card inquiries including transaction research, troubleshooting card denials and assistance with card reissue process. Review and process new and lost/stolen ATM/Debit card requests. Complete Salesforce cases submitted by the Call Center and branches for various maintenance requests related to ATM/Debit cards and credit card processing. Scan, verify and maintain supporting documentation for Reg E claims. Assist with updating and closing debit card fraud cases in the Card Services EFT Case Tracker module. Perform follow-up calls for fraud calls as needed. Update and maintain procedures related to job functions. Perform any other related duties as required or assigned.