Summary
Overview
Work History
Education
Skills
Timeline
References
Generic

Patience Boylan

Orange Park,FL

Summary

Dynamic Dispute Investigator with a proven track record at SoFi, excelling in fraud detection and regulatory compliance. Adept at cross-functional collaboration and conflict de-escalation, I have successfully resolved complex customer issues, enhancing member retention and satisfaction. Recognized for developing training materials that improved team efficiency and case management processes.

Overview

6
6
years of professional experience

Work History

Dispute Investigation Associate

SoFi
10.2024 - Current
  • Investigated customer disputes to ensure compliance with company policies.
  • Analyzed transaction data to identify fraudulent activities and patterns.
  • Collaborated with cross-functional teams to resolve complex customer issues.
  • Documented findings in detailed reports for review and escalation.
  • Communicated effectively with customers to gather necessary information.
  • Utilized dispute resolution tools to track and manage case progress.
  • Reviewed account activity to identify discrepancies and potential risks.
  • Developed training materials for new investigators on dispute processes.
  • Prepared detailed summaries of case facts for review by management or other staff members.
  • Evaluated evidence submitted by consumers in support of their claims.
  • Performed quality assurance checks on completed investigations for accuracy and completeness.
  • Conducted interviews with consumers, creditors, debt collectors, and other parties involved in consumer disputes.
  • Maintained accurate records of all investigations conducted.
  • Provided feedback to management on ways to improve current dispute investigation procedures.
  • Assisted in developing policies and procedures related to dispute resolution process.
  • Developed strategies to efficiently investigate complex cases involving multiple parties.
  • Ensured compliance with legal requirements pertaining to consumer protection laws.
  • Drafted dispute investigation reports containing a summary of the dispute and findings.
  • Helped build new Standard Operating Procedures for the team.

Card Processing Associate

SoFi
10.2023 - 10.2024
  • Running reports to gather workable information pertaining to disputes, including higher level tasks
  • Work cross-functionally with internal and external partners to investigate disputes, gather data to drive a non biased decision on a resolution
  • Ensure all disputes are worked timely in correspondence with federal rules, laws, and regulations
  • Communication with the members includes providing timelines and giving updates throughout the process of the dispute from start to finish via email
  • High attention to detail and ability to be flexible
  • Assistance training new hires or current team members on new tasks
  • Providing coaching to agents as needed
  • Helped build new Standard Operating Procedures for the team

Communication Escalations Manager

SoFi
07.2022 - 10.2023
  • Making proper judgement decisions and managing call control when speaking with escalated members
  • Ability to quickly think of alternative resolutions that may have not been considered before in making exceptions to build and maintain a better business/client relationship
  • Responding to Social Media posts in Khoros in a professional manner to help represent the SoFi brand
  • Resolving and helping audit complaints and ensuring that they are filed correctly, revising and editing before being sent to Compliance, and ensuring there is a clear resolution. If needed, reaching out to the member to resolve their complaint
  • Additionally, positively providing coaching to agents when necessary.

Member Service Representative

SoFi
11.2021 - 07.2022
  • Provided best in class service by responding to Inbound inquiries concerning all SoFi products, i.e
  • Banking, Credit Card, Relay, Invest, Student Loans, and Personal Loans
  • Provided appropriate account notation and have become skilled at first call resolutions, follow-ups, and deescalating members
  • Floor Walker / Slack Support - being one of the top performers of my training class, I was afforded the opportunity to assist in the support for onboarding Member Service Representatives (MSR)
  • Provide assistance and training to Member Service Representatives while interacting with members
  • Cross-trained in Money, Bank, Credit Card, Personal Loans, Student Loans, and Relay
  • Participated in the Social Media project for the Escalations Team, providing members with exceptional service via Twitter, Facebook, Reddit, App Store, and Instagram.

Pre-Suit Legal Secretary/Trainer

Morgan & Morgan
01.2020 - 11.2021
  • Drafting and sending out detailed letters on behalf of case managers and attorneys to clients, medical providers and insurance companies
  • Handled outbound and inbound calls pertaining to clients' cases
  • Preparing files for litigation and filing as needed
  • Preparing attorneys for depositions and organizing binders for important cases
  • Onboard and train new Secretaries as needed to ensure they had the proper skills and knowledge to work under case managers and attorneys independently.

Education

GED -

Bishop State Community College
AL
01-2016

Bachelor of Science - Business

University of Phoenix
AZ
05.2027

Skills

  • Relationship Building
  • Time Management
  • Team Oriented
  • Detail Oriented
  • Issue Resolution
  • Customer Support
  • Complaint Handling
  • Fraud detection
  • Dispute resolution
  • Regulatory compliance
  • Cross-functional collaboration
  • Case management
  • Problem solving
  • Decision making
  • Time management
  • Evidence evaluation
  • Conflict de-escalation
  • Banking
  • Investigation techniques

Timeline

Dispute Investigation Associate

SoFi
10.2024 - Current

Card Processing Associate

SoFi
10.2023 - 10.2024

Communication Escalations Manager

SoFi
07.2022 - 10.2023

Member Service Representative

SoFi
11.2021 - 07.2022

Pre-Suit Legal Secretary/Trainer

Morgan & Morgan
01.2020 - 11.2021

GED -

Bishop State Community College

Bachelor of Science - Business

University of Phoenix

References

References available upon request.

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