Jacqueline Fenton

• Responsible to transport client to and from appointments
• Assist client with every day needs housecleaning, bathing, hygiene, daily goals.

• Monitors a high volume of claims related to Debit Card Disputes, Automatic Clearing House (ACH) Disputes and ACH Stop Payment.
• Monitor and evaluate processes, and transactions, to identify areas for improvement and ensure adherence to quality standards, regulatory requirements and (USAA) Policies and Standards.
• Identify potential risks within banking operations and develop strategies to mitigate them.
• Proficient within Disputes Command Center (DCC). Enterprise Worklist (EWL), PEP+ and Fidelity.
• Collaborate with management of impact of issues and resolve in a timely manner.
• Facilitates multiple training sessions for new hires.
• Assist SLOD with regular reviews of banking processes, documentation, and systems to verify compliance with legal and regulatory requirements.
• Assist daily in the completion of quality review on multiple reports.

• Research missing deposits and various other escalation items involved in any discrepancies possible on customer escalated inquires and complaints.
• Proactively prospects for new business opportunities and makes calls on existing commercial relationships.
• Reviews in process, closed, or cancelled single loan/credit exceptions, applications, claims, files and/or online transactions individually or in aggregate, to determine if processes and documentation are following internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and government regulations.
• Completes quality check on peers’ daily projects.
• Assist in the creation and updating of procedures while routinely looking for ways to improve the process.

• Responsible for processing claims and analyzing programs.
• QC Gap, Auto Insurance, on EPIQ, Client Source and ICPM systems.
• Responds to and researchers escalated inquiries and complaints requiring special handling and that may have been forward by management committee members, agencies, and/or senior business leaders.
• Conducts reviews of in-process, closed, or cancelled single loan/credit exceptions, applications, claims, files and/or online individually or in aggregate, to determine if processes/documents are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.
• Identify and recommend opportunities for process improvement and risk control development.
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals.
• Serve as an escalation point in the resolution of client issues.
• Conduct quality reviews and monitor key performance metrics as related to efficiencies and effective processes.
• Independently resolve complex issues and high-risk transactions to meet deliverables while leveraging solid understanding of the function, policies, procedures, and compliance requirements.

Graduated June 1985