Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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SHELLEY T REPSCH

Dover,USA

Summary

Dynamic professional with extensive experience in client relationship management. Proven track record of enhancing customer service excellence and resolving complex issues. Recognized as a top performer, consistently delivering results through attention to detail and effective problem-solving strategies. Passionate about driving success in banking operations.

Overview

26
26
years of professional experience

Work History

Specialist, Servicing

SALLIE MAE BANK
New Castle, DE
08.2024 - Current
  • Serve as a primary point of contact for customers, responding to their inquiries and providing timely and accurate information about our products, services, and policies.
  • Provide comprehensive guidance to customers, assisting them with account inquiries and other service-related requests.
  • Utilize various tools, systems, and resources to provide accurate resolutions to customer concerns.
  • Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the designated systems.
  • Assist new graduates with repayment options.
  • Participated in ongoing training and compliance activities.
  • Reviewed documents for accuracy prior to submission or publication.

Senior Account Manager

PNC BANK
Pittsburgh, PA
04.2023 - 08.2024
  • Provide accurate and comprehensive data for fraud investigations.
  • Detect and implement fraud scenarios, analyze fraud trends.
  • Utilize advanced fraud detection systems to proactively identify and investigate fraudulent activities.
  • Conducting thorough analysis and inquiries to detect and uncover fraudulent patterns.
  • Providing necessary data, reports, and support to facilitate comprehensive fraud investigations.
  • Planning and executing targeted fraud investigations, documenting and reporting the findings using approved reporting mechanisms.
  • Continuously improving the quality of source data, enhancing the functionality of the fraud management system, and expanding reporting capabilities.

Senior Financial Agent

DISCOVER
Phoenix, AZ
03.2021 - 01.2023
  • Respond to incoming calls in a very busy call center, occasionally making outbound calls to resolve customer concerns.
  • Updated databases with new and modified customer data.
  • Respond to incoming chat inquiries concerning transaction and billing inquiries and general account information.
  • Reviewed data for completeness and accuracy while resolving discrepancies.
  • TRANSFER FROM DISCOVER CREDIT CARD TO DISCOVER PERSONAL LOANS Answer incoming calls in response to disbursement inquiries and research delays in disbursements.
  • Stayed abreast of lending regulations, industry trends and market rates.
  • Updated client account information and records in company databases.
  • Assisted incoming chat resolving the same issues as phone calls.
  • Top Performer May 2022Top Performer June 2022Top Performer July 2022Top Performer August 2022

Collector Agent

AMERICAN EXPRESS
Phoenix, AZ
02.2020 - 02.2021
  • Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
  • Created repayment plans based on account holders' financial status and repayment abilities.
  • Contacted customers and explained debt management to encourage timely debt payments.
  • Recovered lost revenue by persistently reaching out to customers with past due accounts.

Senior Account Manager

DISCOVER FINANCIAL SERVICES
Newark, DE
08.2018 - 02.2020
  • Answer incoming calls and occasionally make outbound calls in a busy call center.
  • Billing Resolutions: Initiate, research, and decision dispute cases Answer general question about Discover products Process payments or initiate payment research for missing payments Initiate Balance Transfer disputes for missing Balance Transfers.
  • Process lost/stolen cards.
  • Process address changes.

Service Team Specialist

SB PRIORITY CARD, BANK OF AMERICA
New Castle, DE
03.2016 - 08.2018
  • Included: Small Business Credit Cards, Small Business Checking/Savings and Small Business Fraud Detection Service all aspects of Small Business Checking/Savings Accounts including online banking, Incoming and outgoing wires, transaction research.
  • Review accounts for potential fraudulent activity including risk assessment.
  • Perform resolution of fraudulent activity detection through customer contact.
  • Provide exceptional customer service to small business card cliental.
  • Handling of inbound escalated inquiries from customers Ability to multi-task while speaking with customers on the phone.
  • Route and track requests from customers to ensure thorough follow up.
  • Process customer payments including payment and balance inquiry research.
  • Comprehensive understanding of transaction descriptions.
  • Assist customers with completion of card activation.

Collector I

SALLIE MAE
New Castle, DE
08.2015 - 01.2016
  • Set up programs with customers to ensure they are brought current.
  • Used skip-tracing tools to locate delinquent customers in an effective manner.
  • Profiled accounts that are determined to be skip exhausted.
  • Maintained clear, concise, and accurate documentation of all attempt and/or contact made for accounts in accordance with company policies.

Purchasing Clerk

LANCASTER COUNTY PRISON
Lancaster, PA
06.2013 - 08.2015
  • Researched items and entered requisitions for all items used at the prison.
  • Cleared inmate's bill for any owed charges when released.
  • Issued legal indigent packages.
  • Backed up mail clerk by opening and scanning mail for contraband.

Connection, Department Manager

WALMART STORES INC
Lancaster, PA
07.1999 - 06.2013
  • Supervised and coordinated activities of workers in department.
  • Executed daily operations of an everyday retail business.
  • Interviewed job applicants and evaluated worker performance to recommend personnel actions Retention, promotion, transfer and dismissal of workers.
  • Assigned daily tasks to employees and developed weekly schedules.
  • Insured proper handling of paperwork to protect vital, personal information.
  • Stocking, price changes, inventory, theft prevention and any necessary task to contribute to a very successful location.
  • Enforced customer service standards and resolved customer problems to uphold quality service.

Education

High School Diploma -

Penn Manor High School
Millersville, PA
06.1975

1st Dan Black Belt -

WTF Taekwondo Federation
Lancaster, PA
11.2015

Skills

  • Client relationship management
  • Customer service excellence
  • Banking operations support
  • Call center operations
  • Problem solving strategies
  • Attention to detail
  • Conflict resolution skills
  • Multitasking proficiency
  • Account management expertise
  • Fraud detection techniques

Accomplishments

  • Bank of America - Gold Award - Top Performer 1st Quarter 2017
  • Bank of America - Gold Award - Top Performer 4th Quarter 2017
  • Bank of America - Gold Award - Top Performer 2017
  • Bank of America - Bronze Award 2017
  • Walmart Stores - November 2016 Department Manager of the Month
  • Walmart Stores - July 2016 - Department Manager of the Month
  • Walmart Stores - Certificate of Appreciation for excellent customer service

Timeline

Specialist, Servicing

SALLIE MAE BANK
08.2024 - Current

Senior Account Manager

PNC BANK
04.2023 - 08.2024

Senior Financial Agent

DISCOVER
03.2021 - 01.2023

Collector Agent

AMERICAN EXPRESS
02.2020 - 02.2021

Senior Account Manager

DISCOVER FINANCIAL SERVICES
08.2018 - 02.2020

Service Team Specialist

SB PRIORITY CARD, BANK OF AMERICA
03.2016 - 08.2018

Collector I

SALLIE MAE
08.2015 - 01.2016

Purchasing Clerk

LANCASTER COUNTY PRISON
06.2013 - 08.2015

Connection, Department Manager

WALMART STORES INC
07.1999 - 06.2013

High School Diploma -

Penn Manor High School

1st Dan Black Belt -

WTF Taekwondo Federation

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