Dawn Peters
Overview
18
18
years of professional experience
Work History
Workflow Coordinator
U.S. Bank
04.2021 - Current
- Distributes workload of debit fraud cases, monitors production, and participates in work, as necessary
- Coordinates with other work areas as required to ensure compliance with service standards and regulatory deadlines
- Resolves exceptions and complex problems in routine nature, referring escalated issues to manager, as necessary
- Prepares reports, records, and performance monitoring informing management of operational activities
- Provides work direction and training to staff
- Prepares and leads department wide huddles and communications
- Manage escalated calls
- Lead team meetings and coaching sessions
- Investigates and completes Elder Abuse Reporting and Adverse Action Reporting
- Manages team quality reviews and submits for correction and/or provides feedback submissions
Senior Operations Specialist
CIT Bank
12.2019 - 04.2021
- Assisted with development and new implementation of Dispute Process within multiple systems
- Developed procedures across departments
- Trained new employees in claims and wire department
- Assisted in debit card maintenance for all accounts including compromised cards and fraud review
- Contacted customers for potentially fraudulent activity discovered by our fraud alert systems
- Created online workflow and file system while working remote
- Complete and investigate Reg E disputes
- Investigate and process exception transactions
- GL adjustments and balancing across accounts
Senior Specialist
MUFG Union Bank
07.2018 - 12.2019
- Investigate and resolve fraud and non-fraud claims in compliance with bank policy and Regulation E
- Research chargeback and debit memos received from various sources and resolved in designated time limits
- Investigate consumer and business accounts
- Update team with fraud trends
- Refer account for further fraud review
- Investigates and completes Elder Abuse Reporting
Office Manager
Canyon Carpentry
01.2013 - 06.2018
- Managed contract provisions, invoices, and provided estimates to customers
- Maintained equipment inventory, scheduled maintenance, and contract negotiations with vendors
- Process all office work including payroll, bids, accounts receivable and payable
Claims Analyst II
Bank of America
11.2006 - 01.2013
- Investigate and resolve fraud and non-fraud ATM claims in compliance with bank policy and Regulation E
- Research chargeback and debit memos received from various sources and resolved in designated time limits
- Investigate consumer and business accounts
- Update team with fraud trends
- Involved in department projects and team coaching sessions
- OJT Coach
Timeline
Workflow Coordinator
U.S. Bank
04.2021 - Current
Senior Operations Specialist
CIT Bank
12.2019 - 04.2021
Senior Specialist
MUFG Union Bank
07.2018 - 12.2019
Office Manager
Canyon Carpentry
01.2013 - 06.2018
Claims Analyst II
Bank of America
11.2006 - 01.2013