Curtis Michael Outain

• Experience with Regulation Z.
• Fraud & Non-Fraud claims management.
• Experience with VISA, MASTERCARD, DISCOVER, & AMERICAN EXPRESS operating rules & chargeback guidelines.
• Comfortable communicating with customers in metrics-driven environment.
• Reviewing and evaluating credit card dispute claims submitted by customers, merchants, and financial institutions.
• Investigating transaction data, documentation, and communication records to determine legitimacy of credit card claims.
• Collaborating with internal teams, banks, and merchants to gather relevant information for accurate claim resolution.
• Communicating with customers, merchants, and other stakeholders to provide updates on claim status and resolution progress.
• Processing claim-related paperwork, documentation, and records with high degree of accuracy and efficiency.
• Analyzing trends and patterns in credit card claims to enhance fraud detection and prevention strategies.
• Providing exceptional customer service by addressing inquiries and concerns related to credit card claims promptly and professionally.
• Staying current with industry regulations, compliance requirements, and best practices related to credit card claims and merchant services.
• Assisting in development and delivery of training materials to educate team members and merchants on preventing future credit card claim issues.
• Participating in meetings, training sessions, and cross-functional projects to contribute to overall success of merchant services department.
• Adhered to standards of quality and service as well as all compliance requirements.
• Observed financial transaction laws and regulations for full accounts compliance.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Recorded accurate and efficient records in customer database.
• Contributed to team objectives in fast-paced environment.

• Experience with Regulation E
• Fraud & Non-Fraud claims management
• Experience with VISA/INTERLINK, MASTERCARD, DISCOVER (PULSE), AMERICAN EXORESS, STAR, & ACCEL operating rules & chargeback guidelines
• Comfortable communicating with customers in metrics-driven environment
• Investigating and analyzing debit card claims submitted by customers and merchants to determine validity and appropriate resolution.
• Reviewing transaction data, documentation, and communication records to assess legitimacy of claims.
• Collaborating with internal teams, financial institutions, and merchants to gather necessary information and resolve claims in timely manner.
• Communicating with customers, merchants, and other stakeholders to provide updates on claim status and resolution steps.
• Processing claim-related paperwork, documentation, and records accurately and efficiently
• Identifying trends and patterns in debit card claims to help improve fraud detection and prevention strategies.
• Providing excellent customer service by addressing inquiries and concerns related to debit card claims promptly and professionally.
• Staying updated on industry regulations, compliance standards, and best practices relevant to debit card claims and merchant services.
• Assisting in development and implementation of training materials for team members and merchants to prevent future claim-related issues.
• Participating in meetings, training sessions, and cross-functional initiatives to contribute to overall success of merchant services department.

Canada

• Reviewing and assessing debit card dispute claims from customers and merchants in accordance with industry regulations and internal policies
• Investigating transaction details, documentation, and communication records to determine validity of debit card claims.
• Collaborating with internal teams, financial institutions, and merchants to gather necessary information for accurate claim resolution.
• Communicating effectively with customers, merchants, and stakeholders to provide updates on status and progress of claim resolutions.
• Processing claim-related paperwork, documentation, and records while maintaining high level of accuracy and efficiency.
• Identifying patterns and trends in debit card claims to enhance fraud detection and prevention strategies.
• Delivering exceptional customer service by promptly and professionally addressing inquiries and concerns related to debit card claims.
• Staying up to date with Canadian financial regulations, compliance standards, and best practices in realm of debit card claims and merchant services.
• Contributing to development and implementation of training materials for team members and merchants to prevent future claim-related issues.
• Participating in meetings, training sessions, and cross-functional initiatives to contribute to overall success of merchant services department while adhering to Canadian guidelines and regulations.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

• Actively listen to our customers and offer solutions to resolve customer accounts and provide a remarkable experience.
• Strive to outperform expectations with a positive and fun attitude in a team environment.
• Engage in continuous learning opportunities.
• Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create customers for life.
• Capture and deliver a high level of service by gathering, processing, consolidating, and analyzing data to promote brand loyalty and increase retention for the GM and GFM brands.
• Monitor and maintain a closed loop feedback process to ensure that all customer requests and expectations are exceeded.
• Establish open communication and build professional relationships with other departments/segments and external vendors, especially Payment Services, Titles/PDP, and Account Services, in an effort to enhance the customer experience and secure customer and dealer loyalty.
• Perform account management of complex and high exposure accounts to support customer retention.
• Receive and make outbound calls and account follow up to ensure service levels, account resolution, and timely processing of customer requests.
• Schedule the appropriate account follow up to ensure customer expectations are met and the highest level of satisfaction is delivered.
• Demonstrate a high degree of professional decorum to represent GMF and GM in a positive manner.
• Manage assigned accounts while promoting a positive brand image and customer loyalty.
• Execute triage account management protocol to deliver immediate resolution to highly complex accounts while promoting first/second call resolution.
• Champion delivering a WOW customer experience to customers, dealers, peers, and various business partners.
• Execute specialty team processes and strategies as assigned by CX leadership.
• Perform additional duties as assigned by CX management.
• Proactively support goals and objectives that positively impact GM Financial strategic alignment to create a customer for life and promote GMF mobility objectives.
• Perform other duties as assigned.
• Conform with all corporate policies and procedures.
• Influences customers and dealers through selling, collecting, promoting and educating.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Cooperated closely with other departments to support achievement of customer experience outcomes.
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.

• Will serve as single point of contact with BBG, MMB, and GIB relationship teams (bankers/business associates, relationship managers/relationship associates) to ensure effective, efficient, and accurate deposit account opening.
• Strong communication skills (verbal and written) are required for all interactions.
• Will provide excellent customer service for front line team members with commitment to timely follow-up.
• Request prescreen (Business and Wholesale deposit accounts)
• Review account open information provided by relationship team members for accuracy and completeness.
• Ensure legal entity has been successfully on-boarded in Cornerstone prior to initiation of account opening tasks.
• Business deposit account opening.
• Fulfill account open requests received by Commercial Banking team members in Online Forms (OLF).
• Perform tasks associated with account open error-free.
• Upload appropriate documents to Deposit Imaging Process Redesign (DIPR).
• Wholesale deposit account opening.
• Serve as liaison between Treasury Management Implementations (TMI) and Commercial Banking relationship team for Wholesale account open requests.
• Engage TMI as needed to process Wholesale requests.
• Quality Control (Business and Wholesale deposit accounts)
• Partner with Financial Crimes team and Deposit Product Support Services (DPSS) as needed to resolve discrepancies or errors.
• Review and verify all documentation to ensure completeness and accuracy.
• Ensure work request is completed accurately and in accordance with documented SLA's.

• ADCC (ATM/ Debit Card Claims) Pin/Dual – Fraud & Claims Ops Specialist, Experience with Regulation E
• Experience with ADCC (ATM/Debit Card Claims) Fraud claims management
• Experience with ADCC (ATM/Debit Card Claims) Non-Fraud claims management
• Experience with VISA operating rules & chargeback guidelines
• Strong analytical skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to interact effectively and confidently with senior management
• Ability to assess issues, make quick decisions, implement solutions, and influence change

• Acts with integrity, honesty and knowledge that promote the culture, values and mission of Wells Fargo & Co.
• Maintaining calm demeanor and complete thought process in times of high call volume and unusual events.
• Multi-tasking with multiple applications such as DAT, CIV, HOGAN, VISA etc.
• Having knowledge to handle customer’s request.
• By using latest in modern communication and technology tools, able to provide our customers with accurate answers to their questions in both a quick and helpful manner.
• I have taken active role in ensuring I am kept up to date on changes in regulations.
• Contact customers or merchant when needed.
• Evaluated customer data to identify and prevent fraudulent activities.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

• Acts with integrity, honesty and knowledge that promote culture, values and mission of PayPal.
• Maintaining calm demeanor and complete thought process in times of high call volume and unusual events in order to reassure customers that are going to be taken care of and that their feelings and security are number one priority.
• Working with customer on their account on resetting password, making changes, and investigate fraud.
• Multi-tasking with multiple applications such as Admin, Compass CS, Compass Gold, Attack, FOP and other tools needed to aid customer while communicating steps I was taking to make sure their resolution was accomplished.
• Having knowledge to handle customer’s request.
• Assisting customers and helping to resolve their inquiries.
• By using latest in modern communication and technology tools, able to provide our customers with accurate answers to their questions in both quick and helpful manner.
• Investigate potential fraudulent claims with focus on thoroughness and quality.
• I have taken active role in ensuring I am kept up to date on changes in regulations.
• Conducted risk assessment on individual transactions.
• Perform investigations and identify various fraudulent activities and try to railroad further fraud and theft from occurring.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.