Shane Driscoll

Assisted cardholders with disputed credit card transactions

• Used sound judgment and available resources to make well-informed decisions for case approval or denial.
• Kept up to date on industry information, system changes, network rules and compliance issues.
• Built trust among customers through consistent and transparent communication during the dispute resolution process.
• Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.
• Maintained accurate records of all disputes, ensuring proper documentation was in place for future reference or audits.

• Reviewed loan files and updated to match current standards.
• Worked with underwriters to fix application problems and resolve issues.
• Fielded customer complaints and provided solutions.

• Helped customers navigate options to maintain homeownership.
• Discussed property liquidation options with customers, including traditional sale, short sale, and deed in lieu
• Remained updated with latest information related to mortgage products and services being offered.
• Engaged in outbound and inbound collections activities
• Reviewed borrowers' income and expenses to determine loan sustainability
• Received escalation transfers from agents
• Assisted agents via IM
• Performed call monitors with agents and provided coaching

• Helped customers navigate options to maintain homeownership.
• Discussed property liquidation options with customers, including traditional sale, short sale, and deed in lieu
• Remained updated with latest information related to mortgage products and services being offered.
• Engaged in outbound and inbound collections activities
• Reviewed borrowers' income and expenses to determine loan sustainability
• Managed 350 outbound calls per day to customers

• Helped customers navigate options to maintain homeownership.
  
• Discussed property liquidation options with customers, including traditional sale, short sale, and deed in lieu
  
• Remained updated with latest information related to mortgage products and services being offered.
  
• Engaged in outbound and inbound collections activities
  
• Reviewed borrowers' income and expenses to determine loan sustainability
• Managed over 300 outbound dials per day

• Provided primary customer support to internal and external customers.
• Utilized efficiency and time management to consistently exceed call handle time goals
• Assisted customers with their air travel needs by exchanging flights and correcting schedule changes
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Maintained handle time under 7 minutes

Assisted cardholders with disputed credit card transactions

• Used sound judgment and available resources to make well-informed decisions for case approval or denial.
• Kept up to date on industry information, system changes, network rules and compliance issues.
• Built trust among customers through consistent and transparent communication during the dispute resolution process.
• Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.
• Maintained accurate records of all disputes, ensuring proper documentation was in place for future reference or audits.