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
San Antonio, TX
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
San Antonio, TX
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
San Antonio, TX
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
San Antonio, TX
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, TXSkills
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