JESSICA ORTIZ

Assist customers in English and Spanish with Debit Card Signature Fraud and Non-Fraud claims by answering inbound calls, interviewing and listening to the customer, documenting information about the claim, research, analysis, provide resolution timeframes, and recommend solutions.

Consistently top rated in performance metrics in customer service and quality.

Bilingual (English and native Spanish language proficiency).

Experience with Wells Fargo Claim systems such as DAT, VISA, HOGAN. CIV Etan and Claims 2.0

• Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
• Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
• Handled incoming calls and directed callers to appropriate department or employee.
• Coordinated travel arrangements and completed expense reports for travel reimbursement.

• Helped customers open and close accounts, apply for loans and make sound financial decisions.
• Assisted and advised customers on using online and mobile banking systems.
• Entered new account information into computers and filed related forms and other documents.
• Prepared bank deposits, general ledger postings and statements.
• Followed operational standards, promoting security, risk management and compliance.
• Maintained position of trust and responsibility by keeping customer business confidential.

• Processing disputes, payments, and ACH setup
  
• Provided tech supported information to guide clients into online accounts
  
• Reviewing account statements to ensure accurate and authorized transactions
  
• Lead various training classes for new employees and stood as their mentor to ensure new developed skills are successful
  
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Contacted and followed up with tenants on renewal notices.
• Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues. Inspecting units before new residents approach their move in.
• Prepared lease paperwork and obtained signatures and first payments from new residents.
• Led property tours to showcase amenities to prospective tenants and offered valuable information regarding major features.
• Checked rental eligibility by following company's verification process, Conducted background checks on applicants.