Emma Gonzalez
Pawtucket,Rhode Island
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
9
9
years of professional experience
Work History
Specialist, Payment Operations
Santander Bank Us
East Providence , RI
10.2021 - 10.2022
- Responsible for the daily processing of both originated and received ACH transactions.
- Process returns / reversal requests.
- Resolving file/batch exceptions.
- Process ACH stop payments requests.
- Support internal and external customers with file format issues.
Specialist, Claims & Fraud Operations
Santander Bank Us
East Providence, RI
09.2018 - 10.2021
- Develops and maintains Policy and Procedure Manuals.
- Develops registration & licensing documents, policy and procedure manuals, and other documentation as needed.
Completes governmental reports such as SAR. - Investigates fraud claims involving ACH, Pre-authorized drafts, altered check, forged endorsements, unauthorized third party transfers, elder fraud, identity theft or other operations fraud issues.
- Researches discrepancies, accumulate all necessary information and take appropriate action to stop, and where possible, prevent fraud and identity theft losses.
- Reviews daily reports for unauthorized share activity.
Maintains case files and work with law enforcement agencies and internal departments. - Enters fraud cases in the case management system.
Reports suspicious activity as required by the Bank Secrecy Act. - Assists in the preparation of filing bonded claims and un-bonded charge off recommendations.
Conducts daily new business and member account and/or changed account review and due diligence actions in compliance with the USA Patriot Act Member Identification Program (MIP).
Sr. Representative, Customer Service
Santander Bank Us
East Providence, RI
08.2016 - 09.2018
- Manage large amounts of incoming phone calls
- Generate sales leads.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.
CCC Specialty Rep
Santander Bank Us
East Providence, RI
04.2015 - 07.2016
- Assisted customers in understanding product features and benefits while utilizing effective communication techniques.
- Listened to customer needs to identify and recommend best products and services.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Answered customers' questions and addressed problems and complaints via phone.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Guide callers through troubleshooting, navigating the company site or using the products or services
Representative, Customer Service
Santander Bank Us
East Providence, RI
10.2013 - 04.2015
- Provided customer service by answering product and service related questions.
- Answered phone calls and directed them to appropriate personnel.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Consistently met daily performance goals set by management team members.
- Advise customers of their responsibilities under the terms of the contract.
- Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates the opportunity to recommend additional products and services.
- Consistently adheres to bank policies and procedures, code of ethics and all Federal, State and local laws
Education
GED -
William E. Tolman High School
Pawtucket, RI01.2009
Skills
- Customer Relations
- Maintenance and Repair
- Quality Assurance
- Root Cause Analysis
- Issue Research
- Analytical Thinking
Languages
Spanish
Professional
Timeline
Specialist, Payment Operations
Santander Bank Us
10.2021 - 10.2022
Specialist, Claims & Fraud Operations
Santander Bank Us
09.2018 - 10.2021
Sr. Representative, Customer Service
Santander Bank Us
08.2016 - 09.2018
CCC Specialty Rep
Santander Bank Us
04.2015 - 07.2016
Representative, Customer Service
Santander Bank Us
10.2013 - 04.2015
GED -
William E. Tolman High School
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