Monique Rivers

-Addressed payroll related inquiries for caregivers who were primary caretakers for people with disabilities.

-Ensured accurate & timely employee pay by processing timesheets, maintaining records & corresponding via phone calls & e-mail to caregivers concerns with pay, health insurance, sick time inquiries.

-Worked with Medical Insurance providers ensuring proper authorizations were in place to ensure patients eligibility to receive services, so that caregivers can be paid

• Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information, and inputting call notes in GCM
• Coordinates and performs a range of department support activities; serves as a liaison between other divisions/departments
• Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner
• Ensures customer retention and satisfaction
• Evaluates each case thoroughly and advises doctors on which product is best for the particular case
• Maintains a day-to-day professional relationship with dental technicians and managers
• Performs other related duties and projects as business needs require at the direction of management

• Monitored customer accounts to identify high-risk activity, such as fraudulent or unauthorized transactions
• Detected and mitigated various forms of fraud, including account takeover, ATM fraud, and money laundering
• Collaborated with internal teams and external partners to validate and confirm fraudulent activity
• Ensured the security of funds by closing ATM cards on fraud accounts and following service level agreements for timely closure
• Issued cashier's checks for funds due to customers and disbursed fraudulent funds to the bank's internal department for victim compensation
• Participated in continuous training to stay updated on emerging fraud trends and prevention techniques

• Provided high-level customer service to premier clients, addressing their banking needs, including fund transfers, mortgage payments, and fee reversals
• Actively engaged with clients to understand their current and long-term financial goals, offering tailored solutions to meet their needs
• Handled a high volume of incoming calls and emails from premier clients and client managers, ensuring prompt and effective resolution of inquiries and concerns

• Responded to incoming calls from customers and potential customers, resolving inquiries and concerns regarding bank products and services
• Provided assistance with account inquiries, product issues, and service problems, ensuring a positive customer experience
• Offered additional products and services based on customer needs, contributing to increased customer satisfaction and retention