KRYSTAL CASSELL

Payment Solutions Specialist

Jack Henry & Associates

Fort Knox/Elizabethtown Area, USA

06.2016 - Current

Built and maintained partnerships with 30+ merchants and financial institutions, delivering exceptional support that contributed to rapid inquiry resolution and positive client feedback.
Processed daily ACH, Gateway (including Mastercard RPPS), and virtual card transactions using proprietary platforms, ensuring 100% compliance with internal standards and external regulations.
Led onboarding efforts for new financial institutions, simplifying payee integrations, and reducing setup friction by utilizing SharePoint and internal documentation workflows.
Converted 500+ check payments to electronic formats using scrub file validations and accuracy audits in Excel, improving processing efficiency, and cutting processing time by 35%.
Investigated and resolved 100+ monthly payment discrepancies by collaborating across internal teams and leveraging external databases, ensuring timely issue resolution and compliance adherence.
Delivered real-time customer support to 40+ clients weekly in high-pressure environments, maintaining SLA adherence, and achieving a 90% first-contact resolution in client satisfaction ratings.
Simultaneously managed multiple tasks and high-priority issues, meeting tight deadlines, and enhancing overall team responsiveness through prioritization and multitasking.
Participated in team strategy sessions and contributed feedback to operational protocols, including SOP updates for departmental alignment and efficiency, leading to process alignment and a 25% improvement in issue resolution speed.

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