Samantha Lovato

• Legal and Compliance Support: Partnered with in-house legal counsel to provide detailed data, reporting, and analysis for accounts involved in new and ongoing litigation cases.
• User Acceptance Testing (UAT): Conducted thorough UAT for technology enhancements, ensuring functionality and performance met requirements before deployment.
• Root Cause Analysis: Performed root cause analysis for risk management across products including auto, credit cards, personal lines, and loans to identify and address underlying issues.
• Project Contributions: Contributed to special project studies, offering insights and support to achieve project objectives and ensure successful outcomes.
• Process Development and Implementation: Developed and piloted new processes and procedures for pre-implementation phases, leading to successful publication and adoption.
• Collaboration for Process Improvement: Worked closely with system matter experts and change management teams to drive process improvements and ensure effective results.
• Training and Development: Created and delivered learning decks and training materials to impacted business units, enhancing team knowledge and performance.
• Business Continuity Planning (BCP): Collaborated with offshore teams in the Philippines on BCP initiatives; trained nine employees on personal lines and loans outside standard work hours.
• Project Reporting: Compiled and presented monthly pipeline reports of expected and completed projects to upper management using PowerPoint.
• Policy and Procedure Review: Reviewed new and existing policies, controls, and procedures for accuracy and executability before publication.
• Inbox Management: Monitored and managed the Continuous Improvement Team’s shared inbox and litigation request inbox, delegating or completing requests as needed.

● Partnered with Equifax, Experian, and TransUnion for discrepancies identified internally with resolution

● Data quality review on resolved cases for a team of 8

● User acceptance testing (UAT) for technology enhancements before deployment

● Executed new hire training

● Provided training to team members on procedure updates and technology enhancements

● Prepared and monitored volume and compliance reports for senior leaders

● Performed daily controls to adhere to FCRA regulations and guidelines

● Managed workflow queue for a team of 8 with over 100 incoming dispute cases

● Assisted with clean-up projects on accounts that were impacted by natural disasters including Hurricanes Harvey and Irma with successful maintenance on over 2,000 customer accounts

● Trained a team of 8 on COVID-19 relief maintenance for customer accounts

● Provided trouble shooting on disputes and customer service on incoming and outgoing calls

● Managed incoming escalation calls and emails from customers

● Ran daily, weekly, and monthly controls and ensure service level agreements with the credit bureaus were met

• Data Collection and Analysis: Collaborated with Bankruptcy and Collections departments to gather reporting data for comprehensive customer account analysis.
• Credit Bureau Dispute Resolution: Researched and resolved credit bureau disputes, averaging 40 cases completed per day.
• Disaster Relief Support: Assisted with clean-up projects for accounts impacted by natural disasters, ensuring accurate account maintenance.
• Customer Service: Delivered customer service and resolution through effective handling of incoming calls.

• General Ledger Reconciliation: Reconciled general ledger accounts to ensure accuracy and completeness of financial records.
• Entry Resolution: Communicated with entry originators to assist in resolving discrepancies and ensuring correct account entries.
• Control Implementation: Performed and provided control measures to senior leaders, enhancing financial oversight and compliance.

• Account Maintenance: Managed and updated account records to ensure accuracy and reliability.
• Payment Allocation Validation: Validated payment allocations to ensure correct application of funds and accurate financial reporting.
• Support for Reporting Criteria: Provided support to Management Information Systems (MIS) by developing and refining reporting criteria for both new and existing systems.

• Payment Posting: Accurately posted payments to accounts, ensuring correct application and record-keeping.
• Team Work Allocation: Allocated tasks and managed workload distribution for team members to optimize productivity and efficiency.
• Six Sigma Project Participation: Contributed to a Six Sigma project, supporting process improvement initiatives and driving operational excellence.

• Rejection and Transaction Balancing: Balanced rejected items and resolved unbalanced transactions to maintain accurate financial records.
• Image Mark Reporting: Ensured nightly completion of Image Mark reports with correct totals and timestamps.
• Transaction Balancing: Balanced transactions through Image Mark, ensuring accuracy and consistency.
• Account Adjustments Research: Conducted research on adjustments made to customer accounts to verify accuracy and resolve discrepancies.
• Data Entry: Performed efficient data entry using ten-key skills to support accurate and timely record-keeping.