Marcus Waller
Tampa
Summary
Accuracy-focused banking professional experienced in transaction management and fraud prevention. Promotes bank products and services to help ensure member financial security. Effective communicator, analytical in solving members problems while simultaneously maintaining a risk appetite. Extensive knowledge of banking operations and procedures to successfully assist members with their banking needs Career Objective
Overview
12
12
years of professional experience
1
1
Certification
Work History
Member Service Representative
USAA (United Services Automobile Association)
01.2023 - Current
- Offered best-in-class service to members through prompt, courteous, and professional interactions through the digital chat channels.
- Assisted in fraud prevention efforts by closely monitoring members accounts and reporting suspicious activity as required. Following Reg E requirements to ensure members are properly protected and USAA remains compliant.
- Managed member conflicts and challenging situations by staying calm and accessing internal knowledgebase to develop strategic solutions. Often deescalating chat conversations to provide the most accurate expectations and turn around times.
- Leverage Regulation E expertise to submit accurate merchant disputes on behalf of the member.
- Provide expert advise and best practices to members to help ensure financial stability and eliminate the potential for fraud occurrences.
Senior Lead Technician
4 Walls Handyman Services
07.2018 - 12.2022
- Trained maintenance team members and users in technical best practices
- Assessed technical problems with excellent troubleshooting, diagnostic, and problem-solving abilities
- Maintained accurate records, documenting completed work orders and job-specific details in tracking system
- Managed multiple projects simultaneously while meeting tight deadlines in a fast-paced environment.
Manager
Tampa Bay Grand Prix
07.2013 - 05.2018
- Developed departmental objectives, budgets, policies, procedures and strategies.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Mentored and trained new employees on company policies and procedures.
- Offered constructive feedback to team members, boosting overall job performance.
- Reduced workplace safety or health hazards by enforcing work practices and procedures.
- Coached and motivated team, driving sales and delivering exceptional customer service.
Education
Associate In Arts (A.A.) - Human Science
HILLSBOROUGH COMMUNITY COLLEGE
Tampa, FL12.2018
Diploma -
CHAMBERLAIN HIGH
Tampa, US01.2012
Skills
- Calm and Professional Under Pressure
- Compliance awareness
- Policy and Procedure Adherence
- Work Planning and Prioritization
- Brand Management
- Operational Efficiency
- Collaborative Environments
- Issue and Conflict Resolution
- Corrective Actions
- Complex Product Knowledge
- Service Recommendations
- Clear Verbal Communication Skills
- Case analysis
- Policy interpretation
Accomplishments
- Regulation E Certified. Demonstrating knowledge and efficiency while navigating the dispute and stop payment process
- Team MSAT POC exceeding teams metric goal of 84% to 90% the first month of being assigned the role. Analyzed individual pain points shared across the team and developed effective verbiage to help eliminate drop survey responses.
Certification
FL 2-15 Life Health and Annuities License
Timeline
Member Service Representative
USAA (United Services Automobile Association)
01.2023 - Current
Senior Lead Technician
4 Walls Handyman Services
07.2018 - 12.2022
Manager
Tampa Bay Grand Prix
07.2013 - 05.2018
Associate In Arts (A.A.) - Human Science
HILLSBOROUGH COMMUNITY COLLEGE
Diploma -
CHAMBERLAIN HIGH
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