Mary Laubinger

• Completed routine and complex account updates to resolve problems for auto loans, leases and private label products.
• Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
• Adhered to standards of quality and service as well as all compliance requirements.
• Collaborated with internal partners and branches to resolve customer issues and maintain an excellent customer experience.

• Enhanced customer satisfaction by efficiently addressing and resolving credit card issues in a high volume environment.
• Enabled smooth transitions for customers switching between different credit card options by guiding them through the process stepbystep.
• Maintained up-to-date knowledge of credit card products, services, and policies to provide accurate information to customers.
• Efficiently navigated multiple systems simultaneously while assisting customers, ensuring accurate information was provided without delay.
• Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.

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• Responsible for assembling, preparing,reviewing /verifying and delivering time sensitive documents to ensure all applicable state (New York), federal, and regulatory requirements were met.
• Expedited the closing process by coordinating with colleagues in title and tax departments , and our partnered law firms to ensure timely document delivery.
• Maintained a high degree of accuracy under pressure by always double-checking closing statements, loan documents, and other pertinent information for discrepancies.

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• Enhanced customer satisfaction levels with prompt resolution of disputed transactions.
• First point of contact for a client reporting credit card fraud. Gathered all key information regarding a fraud claim and provided provisional credit while case was investigated.
• Closed compromised credit card and ordered customer a replacement
• Gathered information regarding fraud claim via outbound calls to merchants and using available resources from external partner tools to determine if claim would be substantiated or denied

• Conferred with new and existing customers to assess their nutritional and health concerns to recommend and sell optimal nutrition supplements
• Completed store resets of product, and inventories and ordered product. Checked in shipments and dealt with external vendors
• Managed client relationships through regular check-ins and updates on products of interest and upcoming store sales events