KAYLA DUJON

• Respond to escalate inquires, complaints, and disputes from internal and external customers
• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
• Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
• Determine liability or impact on each case including mitigation of financial losses
• Handle large dollar exposure cases
• Provide performance feedback, coaching, mentoring and training on policies and procedures, updates on new or enhanced services and/or procedural changes to main queue specialists
• Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
• Work independently with minimal supervision in remote office setting

• Respond to and resolve inquiries and disputes from internal and external customers on risk-related policies and procedures, e.g., deposit verification holds, loss prevention measures
• Handle customer accounts to resolve customer inquiries, taking fraud actions on accounts, making decision to retain customer relationship
• Enter information into computer system, documenting corrective measures, resolving routine to complex and difficult customer problems and inquiries
• Navigate multiple computer system windows, applications, and utilize search tools to find information
• Subject matter expert - Shadow and train new hires on their calls to help improve their work performance and meet monthly goals
• Work independently with minimal supervision in remote office setting

• Deliver a best-in-class customer experience while adhering to work guidelines, policies, and regulations
• Quickly answering customer inquiries via phone responding to routine to moderately complex inquires and resolving customer issues in a friendly and courteous manner
• Excel in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication
• Navigate multiple computer systems, applications, researching and assessing customer needs and offering appropriate solutions
• Influence, educate, and connect customers to technology and share the value of digital banking options
• Interact with integrity and a high level of professionalism with all levels of customers, team members and management
• Provide strong customer service while listening, eliciting information effectively, comprehending and resolving complex customer issues
• Work independently with minimal supervision in remote office setting

• Enhanced customer satisfaction by providing efficient and professional front desk services. Demonstrated flexibility in satisfying customer demands in a high volume, production environment

• Maintained customer confidence and protected operations by keeping information confidential
• Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
• Effectively navigated multiple systems and applications to researched analyzed and resolved customer inquiries
• Ensured checks, Brokerage and Transfer documents are classified and entered properly to process incoming payments from customers
• Adhered to corporate policies, regulatory standards, internal business processes and procedures while processing work and meeting/exceeding service performance and quality standards.
• Sorted, received, and distributed mail correspondence between departments and personnel.
• Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.

• Supported all efforts to simplify and enhanced customer experience
• Always putting the customers first
• Processed checks/financial instruments and related documents received from participants and institutions
• Captured and convert business documents utilizing specialized imaging and enhancing software
• Performed quality assurance check of all images prior to committing them to classification edit
• Ensured operating and quality standards are met based on our service level agreement
• Researched and resolved internal customer inquiries about participant and institutional work request or document in a timely manner