Stephanie Garza

Resolved customer complaints by effectively managing escalations and addressing concerns within SLA. Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated dispute cases. Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs. Owned customer issues by following dispute case from start to finish.

Inventory Management - Review and work incoming customer claims created by front line specialists. Review claim to ensure all information that is needed for dispute, is present. Determine what inconsistencies are causing general ledger to be off balanced. Perform necessary actions to correct any errors. Use multiple applications to perform daily duties. Multi-skilled in Non-fraud, Non-fraud other, POS, FAP ATM, MEMO, TBC and Representments. Extended knowledge to peers while floor walking for new hires. Assisted with any questions or concerns about their daily task and the works itself. Newest duties consists of back end duties once claim had been worked. Recently trained for Representments. Handle merchant responses and take appropriate actions.

Collections Escalations - Received escalated calls from customers, attorneys or front line specialists. Calls were escalated due to either complaints or review on program applications needing to be reviewed for approval or denial. For complaints, my job was to de-escalate. I would find the root cause of my customers complaint and offer options on how to fix. When reviewing program applications, I reviewed all factors, such as tenure, payment history, hardship reason etc to determine a decision on whether to approve or deny. In this position I did assist new hires with floor walking and answering any questions as well as referring to Job aids for assistance. Arranged team meetings to address any concerns, inconsistencies or even any achievements within the team.

Collections Loss/Account Management -Handled delinquent credit card accounts that were newly delinquent to account that were nearing charge off status. Placed outbound calls to customers to gather details on the cause of delinquency. Causes could be simple oversight or major life change such as job loss. Discussed options and offered payment options such as Short term programs, long term programs or even settlements. Assisted customer through application process for these programs, start to finish. Accepted inbound calls, as well. Customers called in asking about waiver of late fees or explanation of credit card statement. Granted position as a peer coach to assist with new hires.

Collections Litigation - Assisted temporarily with project 7. Customers whose delinquencies reached litigation department. Received inbound calls regarding letters sent out in regards to litigation agreement with government regulators. Cleared up any confusion that customer had regarding garnished wages, bank levy's or judgements listed in their names on older credit card accounts.