Nick Swift
Buffalo
Summary
Banking services operations associate IV at M&T Bank specializing in fraud investigation and risk management. Demonstrated success in enhancing security protocols and meeting compliance objectives. Strong interpersonal communication skills combined with expertise in account reconciliation and regulatory compliance. Dedicated to promoting a diverse and efficient workplace.
Overview
13
13
years of professional experience
Work History
Banking Services Operations Associate IV
M&T Bank
Amherst
11.2021 - Current
- Research customer and payment information on the appropriate systems.
- Determined outcomes for fraud and non-fraud disputes.
- Executed token blocking to enhance security measures.
- Implemented account blocking for specific customers to mitigate risk.
- Tested Zelle connectivity to verify operational status.
- Engage Banking Services groups for reconciliations, disputes and transaction inquiries.
- Complete customer dispute processing in a timely and accurate manner.
- Reconcile vendor invoices to ensure their accuracy.
- Generate departmental reporting to provide information to management.
- Reconcile ACH (Automated Clearing House) settlement files.
- Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
- Promote an environment that supports diversity and reflects the M&T Bank brand.
- Maintained M&T internal control standards by implementing internal and external audit points in a timely manner.
Operations Team Lead
HiOperator
Buffalo
11.2020 - Current
- Managed a team of fraud agents to investigate and resolve incidents of fraud.
- Oversee and monitor employee attendance, performance, and behavioral issues
- In charge of issuing and approving any Overtime requests, PTO, or other disciplinary actions up to and including terminations
- Assign cases to agents on my team and troubleshoot questions as they arise
- Address tickets/cases that are flagged over from the client.
- Escalated high-level tickets/cases that needed clarification and guidance.
- Provide communications to the office about policy changes.
- Ensure timesheets are being accurately reported and completed at the end of each day
Bank Fraud Investigator
HiOperator
Buffalo
11.2020 - 06.2021
- Conducted and resolved dispute investigations following approved procedures to ensure compliance.
- Navigated tools effectively to enhance accuracy and efficiency in dispute investigations.
- Work to achieve all performance targets with 0% compliance errors.
- Learn and implement new and updated investigation parameters.
- Mentored incoming team members.
- Proactively report defects with the production process to leadership.
- Achieved promotion to Team Lead due to high productivity and effective performance.
Account Resolution Specialist
Strategic Financial Solutions
Buffalo
10.2018 - 09.2019
- Built relationships with clients, creditors, collection agencies, and attorney offices to effectively negotiate favorable outcomes for clients
- Calculated acceptable percentages for settlements according to guidelines set forth by the department.
- Review client banking accounts to determine funds necessary to complete settlement and payment of company fees.
- Negotiated credit card debt on behalf of consumers.
- Experienced telephone and negotiation techniques.
- Addressed customer service inquiries with integrity, ensuring client satisfaction and trust
- Exceeded team objectives and goals.
- Monitored productivity and provided regular updates to manager on daily, weekly, and monthly activities
- Worked with customers in escalated and complex situations.
Guest Relations Supervisor
Buffalo Zoo
Buffalo
01.2013 - 12.2017
- Supervised employees while establishing friendly relationships with guests to improve experience.
- Upheld brand standards, managed inventory and daily cash handling.
- Trained and developed new employees.
- Managed and resolved customer concerns to improve service quality.
Education
BA - Public Relations
Xavier University
01-2018
Skills
- Fraud investigation
- Regulatory compliance
- Collections
- Account reconciliation
- Debits & credits
- Risk management
- Microsoft Office
- Office suite expertise
- SharePoint
- CRM software
- Management
- Written communication
- Risk management
Timeline
Banking Services Operations Associate IV
M&T Bank
11.2021 - Current
Operations Team Lead
HiOperator
11.2020 - Current
Bank Fraud Investigator
HiOperator
11.2020 - 06.2021
Account Resolution Specialist
Strategic Financial Solutions
10.2018 - 09.2019
Guest Relations Supervisor
Buffalo Zoo
01.2013 - 12.2017
BA - Public Relations
Xavier University