Iris Knight
Whittier,CA
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
23
23
years of professional experience
Work History
Processing Specialist IV
Fiserv Remittance Solutions (acquired by Deluxe Corporation in August 2020)
03.2000 - 12.2022
- Recognized as the department Subject Matter Expert in all lockbox functions
- Demonstrated the ability to handle multiple concurrent deadlines in a fast-paced production driven environment
- Assisted with managing priorities, aligning resources to the workload and monitoring workflow to ensure deadlines were met
- Assisted with providing direction, training, guidance and answering staff questions
- Processed a high-volume of customer retail and wholesale lockbox items accurately and efficiently
- Manually extracted payments from envelopes, separated checks and correspondence to prepare deposits in accordance with customer’s instructions
- Input customer transaction data into various database systems and scanned customer transactions for online viewing
- Maintained accurate and current customer account data by updating the appropriate systems
- Managed and monitored new sensitive client accounts to identify customer preferences and provide quality personalized services to ensure customer retention
- Researched, analyzed, and resolved inaccuracies with customer deposits and contributed to the revision of standard operating procedures to prevent future inaccuracies
- Developed procedures for new lockbox processes
- Collaborated with management to determine processing priorities and process improvements for better customer experiences
- Performed quality control checks to ensure quality and process adherence
- Provided leadership regarding troubleshooting and resolving technical issues and escalated to the appropriate teams when necessary to mitigate customer impact
- Participated in overall system testing as it related to system upgrades and enhancements
- Cash handling and maintaining cash logs to send monthly reports to the appropriate teams
- Generated staff production reports to provide production and performance feedback to the management team
- Served as the primary point of contact for customer inquiries and responded in a timely manner
- Communicated with customers via email as well as phone calls as needed regarding work in progress or completed work to ensure efficient, effective solutions
- Collaborated with peers, colleagues, and site leadership to resolve issues and achieve team goals
- Performed clerical and administrative duties as well as projects assigned by management.
Education
Skills
- Attention-to-Detail
- Team Leadership
- Communication
- Active Listening
- Critical Thinking
- Customer Data Confidentiality
- Problem Solving
- Collaboration
- Organizational
- Multitasking
- Teamwork
- Adaptability
- Decision-making
- Customer Service
- Research
- Data Entry and Maintenance
- Microsoft 365
- Computer Skills
- Administrative Duties
- Employee Training
- Detailed Reporting
- Assignment Delegation
- Remittance Processing
- Cash Transactions Processing
- Credit Card Processing
- Salesforce Platform
- Live Meeting Platforms
- Type 40 wpm
Accomplishments
- Won best associate award for consistently exceeding established goals with no errors, consistently demonstrating my ability to put the client first by providing the highest quality and accurate detailed work.
- Consistently met SLAs by completing back-end checks on sensitive accounts, creating and implementing quality improvement plans and suggestions for quality indicators not met and utilizing all workflow monitoring systems to ensure clients deadlines were met.
- During the transition from Fiserv to Deluxe I was recognized for stepping up to assume the duties of workflow coordinator. I assisted the staff with adjusting to the change and provided support to the team every step of the way. I assisted the team with changes to some of our processes and kept errors to a minimum during this transition showing exemplary leadership skills.
Timeline
Processing Specialist IV
Fiserv Remittance Solutions (acquired by Deluxe Corporation in August 2020)
03.2000 - 12.2022
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