Summary
Overview
Work History
Skills
Timeline
Generic

Katherine Amaral

Goodyear,Arizona

Summary

Experienced individual seeking to provide quality support for internal and external customers. Highly organized and detail-oriented with great multitasking and task prioritization skills. Results driven individual with broad knowledge in financial field.

Overview

17
17
years of professional experience

Work History

Department Specialist

Mindlance (contract) / Albertsons
01.2022 - Current
  • Procurement - all items that make up Albertsons grocery stores and all banner stores including large ticket items. Including ovens, compressors, freezers, fryer, shelving, shopping carts etc. Receive and submit invoices.
  • Communicate with Division Management and vendors to obtain correct or missing information to complete purchase as necessary. Requires excellent use of time management, verbal and written communication skills.
  • Contact vendors when needed on invoices to ensure accuracy. Initiate tickets to accounting to ensure correct budgets are used for capital budget items. Process invoices as quickly as possible to ensure 30-day SLA for payments to vendors.

Senior Client Services Onboarding Specialist / Client Care

Western Alliance
03.2016 - 05.2021
  • Client Care roll: Client Care role: Took inbound calls from clients with questions about accounts or services. Including password resets, inquiries of charges or fees, assist with remote deposit, positive pay, ach and wire issues or general information. Reached out to other departments on behalf of client if necessary for one call resolution.
  • Onboarding Specialist role: As extension of Treasury Management team worked closely with internal partners in implementing online banking profiles for business banking clients. Services to include ACH, wires, positive pay, remote deposit capture and Lockbox.
  • As only associate working Lockbox, worked closely with outside vendor Bank of America on new and existing lockbox set ups.
  • Obtain required documents for profile set up. Reviewing for signature and/or missing information, missing documents and resolved any discrepancies.
  • Ensured compliance and regulatory controls are adhered as well as internal bank policies and procedures.
  • Performed quality checks on new and existing online banking profile builds ensuring quality and provided feedback or training as needed.

Sales and Reservation Agent

U-Haul Moving and Storage
04.2013 - 05.2015
  • Assisting customers in quoting rental rates and cross sell additional equipment and moving products.
  • Provide support with existing reservations in making any changes general information and processing payments.
  • Practice time management and provided excellent customer service in hopes of future business.

Consumer Fraud Claims Quality Analyst

Bank of America
10.2006 - 12.2012
  • Performed Front and back-office quality checks on several lines of business below all under Consumer Credit Card Fraud Claims department.
  • Listen to inbound calls on initial fraud claims ensure proper fraud type identified and notated accordingly
  • Ensure claim reached appropriate back-office department.
  • Quality phone monitor checks for Victims Assistance Unit identifying which line of business claim would need to reviewed and processed from.
  • Made sure proper education give to customer on how to protect themselves from identity theft or other means of protection from potential fraud.
  • Provided feedback in alignment with internal procedures and policies.
  • Quality checks on Claims Processing department (chargebacks).
  • Ensured fraud affidavits complete, receipts ordered if applicable, chargeback completed with correct chargeback reason code.
  • Ensured any chargeback opportunities identified and processed in timely manner.
  • Ensured entire claim worked appropriately adhering to regulation, policies and procedures.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Compiled all opportunities and generated reports for management using Excel and PowerPoint monthly.
  • Took fraud initiation calls and worked claims processing completing chargebacks and filed SARS if business need required to ensure SLA.

Skills

  • Extensive banking experience
  • Excellent written/verbal communication skills
  • Analytical aptitude
  • Excellent Time management skills
  • Ability to work with minimal supervision
  • Able to meet or beat assigned SLA ensuring quality control
  • Able to multi-task working with multiple systems
  • Microsoft Suite proficient
  • Able to handle client inquiries from low to high complexity
  • Ensure data privacy
  • Adhere to policies and procedures
  • ORACLE
  • Reg E and Reg Z knowledge
  • TSYS, OMNI, LEXIS NEXIS
  • BSA and AML continual training while in banking

Timeline

Department Specialist

Mindlance (contract) / Albertsons
01.2022 - Current

Senior Client Services Onboarding Specialist / Client Care

Western Alliance
03.2016 - 05.2021

Sales and Reservation Agent

U-Haul Moving and Storage
04.2013 - 05.2015

Consumer Fraud Claims Quality Analyst

Bank of America
10.2006 - 12.2012

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Katherine Amaral