Holly Walters

• Lead teams in both Card and Retail who intermediates at the highest level between customers and business units and their main tasks are researching and resolving complaints, handling inquiries and providing white glove customer service.
• Prioritized tasks to meet tight deadlines with regulatory agencies (OCC, CFPB, AG's. DOJ, congressmen and senators).
• Resolve complaints on behalf of all Senior Leaders including Jamie Dimon.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

Lead Senior Specialist team, whose expertise involved reassertion to previously resolved disputes. Assisted team daily in reviewing escalated complaints of dispute handling in compliance with Regulation Z, Support team by providing one on one assistance and coaching to provide best possible customer experience. Drive daily metics statics and ensure the team is meeting or exceeding goals.

Projects include:

• Business Lead for MasterCard Claims Manager Project
• Relief Division Leader for Merchant Disputes Representments
• 6 month project as Infrastructure Support, learning the skills needed to excel at the next level of Leadership.
• Core member of LMOS deployment to the business
• Managed Enhance Root Cause and Employee Feedback
• Involved in business readiness how IDMS and VCR would impact complaints and escalations.

Managed team of advisors, keeping detailed records of time and attendance. Support the team with coaching and provided one on one time, partnering to provide Ease, Expertise and Experience.

Projects:

• Participated in Enhanced Base Skill Set to gage employees across sites to be able to handle any inquiry without transfer. Assisted with developing the Credit Not Processed Queue and developing the procedure for Dispute By Phone. SME for developing the New First Assist verion release with Verfi and auto credit.
• Way to Wow Training, RTM program and Intergraded Coaching training

Resolve consumer credit card and EFS transaction Disputes, teaming with diverse stakeholders - from an individual account holder to diverse merchants - to analyze and rectify errors. Customize written and verbal communications to address and resolve disputes.

Projects:

• Selected as UDAP Project Rep to represent the whole Dispute Department. Involved in transforming Disputes Procedures and letters for the change made to Reg Z and other regulatory changes.
• Served as a transition assistant for new hires
• Member of the New Hire Threshold Coordination Team, which identified $2.1M cost saving opportunities.