Justin Calcaterra
Wilmington,DE
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Officer; Business Control Specialist
Bank Of America
10.2022 - Current
- Developed partnerships with leaders to help develop and communicate key controls updates and mitigation action plans.
- Understood compliance and key regulations to positively influence business operations.
- Developed and delivered presentations for tracking and monitoring of risk-related issues for levels of organization.
- Navigated credit agreements, collateral documentation and loan write-ups.
Officer; Resolution Specialist
Bank Of America
07.2021 - 10.2022
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Prepared written opinions or decisions regarding cases.
- Managing numerous cases in a high volume production environment
- Responsible for handling executive level escalations as well as complaints received from public officials, CFPB, OCC, and consumer agencies(BBB)
- Resolves all escalated issues related to Card, Deposit, and Mortgage products
Officer; Research and Adjustments Rep III
Bank Of America
06.2020 - 07.2021
- Processes check fraud/non fraud claims within Bank policies and procedures
- Investigating and decisioning daily incoming claims using multiple systems and tools and resolving differences
- Making complex decisions based on analytical research and judgment
- Providing Customers with claim education, setting appropriate expectations or skillfully denying the claim
Fraud Client Services Rep.
Bank Of America
07.2019 - 06.2020
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Server
Wilmington Country Club
08.2016 - 06.2019
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
Business License Associate
CSC
10.2017 - 08.2018
- Data entry of client information
- Review and compare original business license documents with jurisdictional requirements to catch any discrepancies
- Worked varied hours to meet seasonal and business needs
- Process, calculate gross receipts, and write checks for business license applications and send to jurisdictions for renewal
Senior Collector II
Bank Of America
09.2013 - 10.2016
- Primary responsibilities are collections, customer servicing, submitting extension requests and other loss mitigation and recovery activities
- Contacts delinquent customers in order to secure payment and determine reason for delinquency on active or inactive loan, deposit and/or credit card accounts
- Work with customer to establish full balance repayment plans or settlements
Education
Bachelor of Science -
University of Delaware
Newark, DEMaster of Science - Digital Marketing
Western Governors University
Salt Lake City, UT05.2026
Master of Science - Homeland Security
Wilmington University
New Castle, DE05.2023
Skills
- Service Quality
- Project Control
- Service Delivery
- Workflow Processes
- Customer Satisfaction
Timeline
Officer; Business Control Specialist
Bank Of America
10.2022 - Current
Officer; Resolution Specialist
Bank Of America
07.2021 - 10.2022
Officer; Research and Adjustments Rep III
Bank Of America
06.2020 - 07.2021
Fraud Client Services Rep.
Bank Of America
07.2019 - 06.2020
Business License Associate
CSC
10.2017 - 08.2018
Server
Wilmington Country Club
08.2016 - 06.2019
Senior Collector II
Bank Of America
09.2013 - 10.2016
Bachelor of Science -
University of Delaware
Master of Science - Digital Marketing
Western Governors University
Master of Science - Homeland Security
Wilmington University