Stephanie M. Diaz
San Antonio
Summary
Seasoned Account Specialist with deep knowledge in financial analysis and management of client portfolios. Strengths include strategic planning, customer relationship management, problem-solving and leadership skills. Demonstrated success in enhancing operational efficiency and achieving revenue growth in previous roles. Possess strong analytical abilities with proven track record in implementing effective financial solutions for clients.
Overview
11
11
years of professional experience
Work History
Consumer Account Specialist II
USAA Federal Savings Bank
San Antonio
01.2022 - Current
- Perform maintenance, research, and resolution of member accounts within established processes.
- Update member account information on various Bank products that may include Credit Card, Deposit, Consumer Loan, Home Equity Loans and Archived Accounts.
- Contact members in adherence to service level objectives for additional information and/or provides status and final resolution, as requested. Meet member happiness objectives.
- Review required account documentation to ensure compliance with state federal regulations.
- analyze and review required account documentation to ensure compliance with USAA, State and Federal regulations and policy.
- Sought mentorship from team members to resolve issues and identifies appropriate issues for customer concern.
- participated in ad-hoc seasonal business activities.
- Ensure risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.
Member debt Solutions
USAA
San Antonio
01.2019 - 01.2022
- Securing the financial security for members on inbound and outbound calls with past due accounts, following call module to ensure best call practices and providing resolutions for members.
- Collecting on credit cards, consumer loans, and helocs while providing a positive member experience.
Agaci Corporate office
San Antonio
01.2018 - 08.2018
- Answering phones, checking voicemails, speaking with customers regarding complaints or rewards account issues.
- Sending emails to the district managers regarding complaints, responding to emails from customers regarding reward issues, create daily logs for calls and issues, transfer balances from accounts or gift cards.
Dispute analyst
USAA
San Antonio
06.2017 - 09.2017
- Company Overview: Contractor with the millennium group
- Processing disputes for the member that came in from front line, analyzing information and documents, follow procedures step by step, request documents from member if needed, speaking with the member on the phone to get additional information to finalize dispute.
- Processing dispute with the correct chargeback reason code, determining when to write off an amount, or hold the member liable.
- Systems-PV, IDcomm, Portal, Worklist, XP, and KD.
- Contractor with the millennium group
Collector
SWBC
San Antonio
09.2016 - 05.2017
- Collecting payments for over 150 credit unions, past due from 30-60 days, call center environment, part time work only, used two screens for multiple programs at once.
Banker III
Farm Bureau Bank
San Antonio
08.2014 - 06.2016
- Customer service for bank, serviced deposit accounts, processed loan applications, credit card applications, reviewed credit info with agents from bank, assisted with training new employees.
Education
Diploma - High School
Memorial High School
San Antonio, TX05.2004
Some College (No Degree) - Business
WGU
San Antonio, TXSkills
- Negotiation
- Resolving conflict
- Compliance
- Problem solving
- Leadership
- Handling pressure
- Training others
- Strong communication
- Regulatory compliance
- Risk assessment
- Data analysis
- Document processing
- Financial security
- Account documentation
- Team collaboration
- Process improvement
- Brand representation
- Analytical thinking
- Active listening
- Attention to detail
- Negotiation tactics
- Reliability
- Product knowledge
- Issue investigations
- Client engagement
Languages
English
Timeline
Consumer Account Specialist II
USAA Federal Savings Bank
01.2022 - Current
Member debt Solutions
USAA
01.2019 - 01.2022
Agaci Corporate office
01.2018 - 08.2018
Dispute analyst
USAA
06.2017 - 09.2017
Collector
SWBC
09.2016 - 05.2017
Banker III
Farm Bureau Bank
08.2014 - 06.2016
Diploma - High School
Memorial High School
Some College (No Degree) - Business
WGU