Elijah Talamantez

• Uses effective communication and critical thinking to identify member needs and potential future needs leading to improved member confidence, and reducing repeat inquiries.

• Empathetically assists members with potential fraud concerns, suspicious activity review, unauthorized transactions, and account management needs, delivering timely and accurate guidance in high-stress situations.

• Applies Federal Banking Regulations, including Regulation E, Regulation Z, and Regulation CC to ensure compliant handling of dispute claims and member interactions.

• Efficiently utilizes appropriate tools, procedures, and systems to report confirmed fraud and associated trends as well as any account servicing needs.

• Consistently exceeds performance expectations in areas such as member satisfaction, operational accuracy, compliance proficiency, and AHT efficiency.

• Selected by peers as the PULSE POC; collaborated with leadership to design and implement a morale-boosting action plan that increased team engagement, productivity, and overall workplace satisfaction.

• Selected as a LABS MSR to identify, and aid, in actively developing areas of improvement within business processes, business applications, and operating systems in the member-facing roles.

• Utilizes multiple systems simultaneously to research account history, validate transaction details, and submit accurate dispute documentation while maintaining strong attention to detail in a fast-paced COE environment.

• Created and implemented sales strategies that exceeded performance benchmarks.
• Built and maintained client relationships through expert product knowledge and attentive service.
• Used CRM systems to manage sales funnels, track leads, and enhance customer retention.
• Mentored new hires and contributed to team-wide training initiatives.
• Prepared detailed reports to support strategic decision-making.

• Delivered tailored product recommendations resulting in increased client satisfaction.
• Managed client pipelines and followed up regularly to boost conversion rates.
• Promoted value-added services including financing and protection plans.
• Analyzed competitor offerings to maintain a competitive edge.
• Collaborated with team to optimize sales techniques and strategies.