Sherry Woods

• Processed cash transactions accurately to maintain financial integrity.
• Utilized banking software for efficient data entry and transaction management.
• Coordinated with team members to streamline cash handling procedures.

· Investigates consumer and business client’s disputes.

· Process fraud claims

· Responsible for researching and reviewing all evidence/documents to analyze the overall pattern of

customer spending behaviors.

· Send approval and/or rejection letters to customers.

· Apply interest if any applicable to accounts.

· Follow REG E Timer and NACHA Requirements for each account.

· Responsible for deadlines- cases age by business and calendar day

· Responsible for working at least 930 cases per month.

· Manually track case load in excel.

· Collaborate with business partners when needed when needed by based on case needs, via email or teams.

· Monitored all customer inquiries and resolve all problems efficiently and within timeframe.

· Participated in communication with customers over phone and provide required information.

· Ensured compliance to all company policies and regulations.

· Administered customer inquiries through various channels such as email and phone.

· Assisted with assigned projects to work more efficiently.

· Ensured critical logs are updated for client calls.

· Internal liaison within internal U.S. bank departments/ processing floor

· Contact customers to verify transactions, mitigate fraud losses, and ensure client trust is maintained throughout the process

· Collaborate with cross-functional teams to monitor trends, identify fraud patterns, and implement preventative measures.

· Balanced agency daily deposits with ECP (Electronic Check Processing) reports

· Assisted with process improvements with production staff and management (error reporting)

· Liaison between Agency and Relationship Manager for question and concerns

• Investigate and resolve complex fraud cases involving credit, debit, and ATM transactions using advanced data analysis and fraud detection tools

• Implemented strategies to increase customer service satisfaction ratings.
• Provided exceptional customer service while managing escalated complaints or concerns.
• Monitored and reported technical issues to deliver quality customer service.
• Demonstrated excellent customer service skills, addressing concerns promptly and professionally.

Helped clients with the following:

· Receive and evaluates emergency and non-emergency calls

· Escalating to appropriate facilities management personnel when necessary.

· Receiving up to 100 calls a day

· Use telephony system to manage incoming calls, emails, and voicemails in a timely, professional, and courteous manner for all lines of business

· Ask questions to interpret, analyze, and anticipate the caller’s situation to resolve problems, provide information, escalate, or refer to other resource

·Use resources to provide accurate information to customers.

Responsible for:

· Identify and investigate system or process issues as requested

• Managed 65+ daily fraud and dispute cases in compliance with Reg E and Reg Z, ensuring deadlines were met for provisional credits and investigations. • ;Conducted thorough investigations of credit/debit card claims by analyzing transaction data and communicating with customers and merchants

. • Drafted detailed customer communications and maintained accurate documentation to support audit readiness.

• Used multiple systems (including Main Frame and FiServ) to cross-check transaction histories and validate suspicious activites

Processing fraud claims for Credit Debit Pin and Atm Fraud claims.