Elizabeth Seskin
New City
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Ramp
03.2022 - Current
- Joined the Dispute specialization team January 2023 and have distinguished myself as a leader on the team: service as point person for general CX and new dispute agent questions/exception requests/etc.; created/adjusted comms for several automations and macros; created/consulted on several Guru SOPs (Update Merchant Data Information/Merchant Sanitization, Disputes on a Terminated Employee’s Card, etc.); continuously provide ideas for improvement and track pain points
- Identified an issue affecting 1,500 tickets where automation failed
- I flagged this to management and the dispute team worked on 1,200 tickets requiring agent action and refund approval from Fraud
- Presented at the 5/16/23 biweekly Dispute Sync the impact of merchant sanitization on disputes, which identified the problem statement for Product Spec “Reducing Fraud Submissions, Merchant Name Errors, & Type Confirmation”
- This served to initiate 2 changes: 1
- Have a confirmation UX for the merchant name and 2
- Have a confirmation UX for dispute type, which drives down costs from fraud disputes
- Developed a BPO process outline for Disputes detailing the current process, outsourcing risks, roles & responsibilities, my recommendations, questions, and potential improvements
- Provided in-depth training for general onboarding, disputes in general, and provisional credit disputes for 18 individuals and one team (Fraud Ops)
- Consistent top performer (100% QA, CSAT, and adherence metrics).
Assistant Vice President, Client Management
CB Private & Commercial Banking
01.2018 - 01.2022
- Spearheaded the initiative to support the Industrial Hemp/CBD category, a new business vertical and opportunity for the organization
- Worked closely with the BSA team to develop compliance policies for the high risk accounts in the category
- Point person for all foreign business and client processes, including the development and publication of CB’s fraud notification procedures for international clients
- Increased foreign business portfolio by 20% through referrals made by satisfied clients
- Team leader for account management tasks including: new relationship onboarding; credit approval and OFAC/CIP reports, wires, stop payments, loan rollovers/advances/payoffs, and covenant compliance via collateral and borrowing base tracking
- Managed the installation, training and troubleshooting of the online banking platform and cash management products for all customers
- Recognized as one of the top employees of the CB organization; recipient of various awards in five separate years for innovative thinking, integrity, leadership, and outstanding contributions to the business
- CB’s single point of contact to over 100 commercial and private banking clients with approximately $1.5B in deposits
- Relationship manager for a portfolio of clients (inherited and self-sourced business) totaling $16M in deposits
- Managed 3 rounds of PPP promotions to support small businesses during the COVID-19 pandemic, and led the application and forgiveness processes for our team (ranked fifth largest PPP provider in the nation)
- Approval Authority: $150,000 for wires, $500,000 for official checks, and $25,000 in overdrafts
Administrative Assistant, Commercial and Private Banking
Bank Hapoalim
01.2011 - 01.2013
- Tracked and updated daily credit limit exception reports, weekly US limit analysis reports, monthly ACLO reports, quarterly exposure reports for the Treasury team
- Researched, developed, and presented an investment proposal on municipal bonds for the April 2013 ALCO meeting
- Participated in an intensive 2 week credit training course.
Education
Bachelor of Arts - Broadcast Journalism
Pennsylvania State University
University Park, PA01.2006
Skills
- Retool
- Zendesk
- Salesforce
- Microsoft Office Suite programs
- Experian
- Bloomberg
- Reuters
- Final Cut Pro
- Pro Tools
Certification
AFP Certified Treasury Professional (CTP), 2020
Timeline
Customer Experience Specialist
Ramp
03.2022 - Current
Assistant Vice President, Client Management
CB Private & Commercial Banking
01.2018 - 01.2022
Administrative Assistant, Commercial and Private Banking
Bank Hapoalim
01.2011 - 01.2013
Bachelor of Arts - Broadcast Journalism
Pennsylvania State University
AFP Certified Treasury Professional (CTP), 2020