Nathaly Matallana
Glastonbury,CT
Summary
As a Dispute Specialist II at Huntington National Bank, I specialize in resolving disputes related to suspicious activities and fraudulent transactions. Leveraging a variety of tools and investigative techniques, I meticulously analyze disputed transactions to identify potential fraud risks and determine the appropriate course of action. Additionally, I identify emerging fraud trends and work diligently to mitigate losses to the bank. My expertise spans various types of disputes
Overview
10
10
years of professional experience
Work History
Dispute Resolution Specialist II
Huntington National Bank
04.2023 - Current
- Work in escalations, engaging with clients to address their issues and find appropriate solutions, leveraging strong communication skills and problem-solving abilitie
- Provide leadership and guidance to ensure efficient execution of fraud prevention and detection strategies.
- Develop and implement fraud detection protocols.
- Analyze trends and patterns to identify potential risks.
- Coordinate with internal departments to enhance fraud prevention measures.
- Ensure accurate documentation of fraud cases.
- Utilize call center experience to enhance fraud detection and prevention strategies, leveraging insights gained from customer interactions to identify potential fraudulent activities.
- Work in escalations, engaging with clients to address their issues and find appropriate solutions, leveraging strong communication skills and problem-solving abilities.
- Managed high caseloads, ensuring timely resolution of conflicts and promoting client satisfaction.
Dispute Resolution Specialist I
Huntington National Bank
04.2022 - Current
- Resolved disputes by expertly analyzing cases and implementing effective negotiation strategies.
- Managed high caseloads, ensuring timely resolution of conflicts and promoting client satisfaction.
- Achieved successful dispute resolutions through active listening and empathetic communication skills.
- Developed customized mediation plans to address unique client needs and facilitate fair outcomes.
- Maintained detailed case records, enabling efficient tracking of progress and comprehensive reporting to stakeholders.
Costumer Service Specialist
Huntington Bank
09.2021 - Current
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Dispute Resolution Specialist - Accounting
Bob'sFurniture
04.2021 - 12.2021
- Manage and process up to 50 daily customer cases and disputes .
- Review, investigate, secure approval or validate the credit/debit memos to customer accounts
- Manage daily case reporting, open disputes, and credit/debit issuance across multiple systems
- Consolidate debt with various financial institutions .
- File email response and form requests from different stores and financial institutions.
Banking Support Specialist
COCC
07.2020 - 05.2021
- Responded up to 70 incoming calls from internal and external customers from 7 different credit unions in the state of CT and 350 on line banking services nationwide .
- Addressed bank account inquiries and deposit/loan rate requests and resolved online banking
issues - Reset customer PINs, set up online banking and e-statement and checked order requests
- Followed up on all customer issues and provided ongoing assistance as needed
- Identified customer needs and offered new opportunities to customers by cross selling or referring to
appropriate business line to strengthen customer relationships
Assistant Payroll Clerk
O&GIndustries
07.2019 - 06.2020
- Aided in processing payroll for 2000 employees
- Ensured accurate and timely paychecks for employees by diligently verifying timekeeping records and resolving discrepancies.
- Improved payroll accuracy by regularly updating employee records with changes in salary rates, deductions, and exemptions.
- Assisted in the preparation of payroll reports for management review, contributing to informed decision-making on staffing and compensation.
- Enhanced efficiency in the payroll department by cross-training in other areas such as benefits administration and human resources support.
Property ManagerAssistant
Rego Realty Corporation
04.2014 - 01.2019
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
Education
Psychology
Northwestern Connecticut College
Winsted, CT07.2023
Political Science
San Mateo College
San Mateo, CATranslation/Interpretation English & French
Universidad Ricardo Palma Lima
LIMA, PERUSkills
- Maintaining confidentiality
- Mediation Techniques
- Banking procedures
- Dispute Analysis
- Multitasking
- English-Spanish Translation
- De-Escalation Techniques
- Adaptability and Flexibility
GOALS
Quarter 2 Peak Performer Winner 2023
Timeline
Dispute Resolution Specialist II
Huntington National Bank
04.2023 - Current
Dispute Resolution Specialist I
Huntington National Bank
04.2022 - Current
Costumer Service Specialist
Huntington Bank
09.2021 - Current
Dispute Resolution Specialist - Accounting
Bob'sFurniture
04.2021 - 12.2021
Banking Support Specialist
COCC
07.2020 - 05.2021
Assistant Payroll Clerk
O&GIndustries
07.2019 - 06.2020
Property ManagerAssistant
Rego Realty Corporation
04.2014 - 01.2019
Psychology
Northwestern Connecticut College
Political Science
San Mateo College
Translation/Interpretation English & French
Universidad Ricardo Palma Lima
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