Summary
Overview
Work History
Education
Skills
Timeline
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Marty Galindo

San Antonio,TX

Summary

Accomplished financial professional with a proven track record at USAA, specializing in regulatory compliance and dispute resolution. Expert in enhancing customer satisfaction through effective communication and problem-solving aptitude. Skilled in leading teams to exceed business objectives, demonstrating exceptional multitasking abilities and leadership.

Overview

17
17
years of professional experience

Work History

Senior Dispute Analyst

USAA
04.2021 - Current


  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Handle all senior tasks as needed for remediation and manager approval.
  • Effectively communicate with team, managers and upper management regarding Debit Card Non Fraud processes and procedures.
  • Train new hires on Disputes and Dispute Responses.
  • Present and lead huddles for Disputes and Debit Card Non Fraud.
  • Alert DPS, BA Area and management of new errors located in DCC.
  • Manage supervisor callbacks and direct discussions with members.
  • Business Analysis 2021-Current. Constant review of procedures for updating to current processes and assisting BA Area with review of controls.

Dispute Analyst I

USAA
06.2017 - 04.2021
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Kept up to date on industry information, system changes, network rules and compliance issues.
  • Presented clear and concise explanations of governing rules and regulations.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Process Improvement Experience In Debit Card Non Fraud Disputes from 2017-2021 assisting with conversion from Mastercard to Visa and also from XP/IPS to DCC. Assisted and tested implementation of new processes and new systems.
  • Support Regulation E timeframes for Debit Card Disputes

Dispute Analyst II

USAA
06.2013 - 06.2017
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Analyzed, researched and resolved payment claims within required timeframes.
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Kept up to date on industry information, system changes, network rules and compliance issues.

Lead Financial Foundations

USAA
09.2007 - 06.2013
  • Developed and maintained strong relationships with clients to maximize satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Led customer service projects to address and achieve key business objectives.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Measured and improved customer satisfaction through feedback surveys and analysis.
  • Process Improvement Experience with Ownership of Safe Deposit Box Department in the Bank Lobby from 2007-2011.

Education

No Degree - Political Science And Government

UTSA
San Antonio, TX

Skills

Bank Operations

Team Lead/Management

Reg E and Reg Z Disputes

Regulatory Compliance

Effective Communication

Presentation Skills

Conflict De-escalation

Decision Making

Problem Solving Aptitude

Multitasking Abilities

Timeline

Senior Dispute Analyst

USAA
04.2021 - Current

Dispute Analyst I

USAA
06.2017 - 04.2021

Dispute Analyst II

USAA
06.2013 - 06.2017

Lead Financial Foundations

USAA
09.2007 - 06.2013

No Degree - Political Science And Government

UTSA

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Marty Galindo