Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Patricia Stauffer

Clayton,DE

Summary

Accomplished in enhancing customer satisfaction and reducing fraud at Bank of America, I leverage expert problem-solving and effective communication skills. Recognized for excellence in client service and adept at mediation, my background includes significant achievements in account management and conflict resolution, ensuring compliance and integrity in high-stakes environments.

Overview

37
37
years of professional experience

Work History

Fraud Client Service Representative III

Bank of America
Newark, DE
10.2012 - 11.2023
  • Worked both Credit Card and Debit card lines of business
  • Responsible for in depth research and analysis of account activity to assess levels of risk and fraud type
  • SME for new hires in the environment
  • Complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity in order to prevent and detect possible fraud
  • Ensure that all claims are taken in compliance with industry regulations, bank procedures, and integrity levels within the departments claims management system and financial controls
  • Assist clients who need emergency cash or an emergency debit/credit card replacement

Collector II

Bank of America
Newark, DE
10.2012 - 03.2017
  • Negotiated payment arrangements to cure delinquent accounts
  • Educated clients on account terms and alternative payment programs and methods
  • Keen navigation with computerized data entry systems or other relevant applications while working in a call center environment
  • The position requires a high level of multitasking and strong negotiation skills

Account Associate

Trinity Home Health Care
03.2010 - 10.2012
  • Handled account collections
  • Ensured that the outstanding invoices are handled in a timely manner
  • I worked very closely with the owner on compliance and regulation issues
  • Handled scheduling of clients and staff

Private Bank Officer

J P Morgan Chase
01.2009 - 03.2010
  • Provided elite administrative support for J P Morgan’s premier clients
  • Worked closely with bankers, traders and operations
  • Performed opening accounts, account maintenance, wire transactions and responding to client inquiries via phone and correspondence

Registered Client Service Associate

Merrill Lynch
10.2005 - 10.2008
  • Recipient of the Service Excellence Award in the Boston office
  • Provided administrative support for six brokers
  • Performed opening accounts, account maintenance, placing trades, responding to client inquiries via phone and correspondence
  • Assisted the facility training manager

Registered Account Administrator

Wachovia Securities
11.2001 - 06.2005
  • Administrative assistant to the Branch Manager
  • Processed brokerage transactions, expense reports and handled office staffing and training
  • Preformed opening accounts, account maintenance, placing trades

Senior Trader

Fidelity Investments
03.2000 - 11.2001
  • Executed mutual fund, equity, fixed income, precious metal and option trades
  • Acquired knowledge of Fidelity’s products, account features and policies
  • Obtained series 7 and 63 license

Welfare Officer

City of Concord, NH
Concord, NH
01.1999 - 08.1999
  • Assisted clients with housing, medical needs, and food
  • Worked closely with the state prison, area shelters and halfway homes helping convicts assimilate back into society
  • As a welfare officer I worked closely with the elderly in the community and was a trained Rape and Domestic Violence Center counselor

Utility Analyst

New Hampshire Public Utilities Commission
03.1996 - 07.1997
  • Investigated and resolved complaints of utility consumers
  • As a liaison between the ratepayer and utility companies I mediated the concerns of both parties and was the deciding factor on whether a hearing had to be scheduled on the matter
  • I conducted training at various utilities throughout the state
  • I was part of a team to formulate the state code of administrative rules which are the state rules that are used today

Customer Service Representative

Public Service of New Hampshire
05.1987 - 03.1996
  • Company Overview: PSNH is the fourth largest electric utility in New England serving 375,000 customers
  • Duties included billing, service, payment arrangement and collections
  • Handled radio communication with line crew and meter readers
  • PSNH is the fourth largest electric utility in New England serving 375,000 customers

Education

Bachelor of Arts - Communication

University of New Hampshire

Skills

  • Conflict resolution
  • Problem solving
  • Effective communication
  • Time management
  • Task prioritization
  • Flexibility
  • Mediation
  • Customer education
  • Outbound calling
  • Client profile building
  • Client support
  • CRM system updates
  • Customer focus
  • Meeting deadlines
  • Account management
  • Client relations
  • Order processing
  • Call center experience
  • Service recommendations
  • Escalation management
  • Funds transfers
  • Customer support
  • Complaint handling
  • Follow-up skills
  • System documentation

Accomplishments

  • Recipient of the Service Excellence Award in the Merrill Lynch Boston Office.

Timeline

Fraud Client Service Representative III

Bank of America
10.2012 - 11.2023

Collector II

Bank of America
10.2012 - 03.2017

Account Associate

Trinity Home Health Care
03.2010 - 10.2012

Private Bank Officer

J P Morgan Chase
01.2009 - 03.2010

Registered Client Service Associate

Merrill Lynch
10.2005 - 10.2008

Registered Account Administrator

Wachovia Securities
11.2001 - 06.2005

Senior Trader

Fidelity Investments
03.2000 - 11.2001

Welfare Officer

City of Concord, NH
01.1999 - 08.1999

Utility Analyst

New Hampshire Public Utilities Commission
03.1996 - 07.1997

Customer Service Representative

Public Service of New Hampshire
05.1987 - 03.1996

Bachelor of Arts - Communication

University of New Hampshire

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Patricia Stauffer