Tamika Carter

Identify and/or address customer/employee needs to incoming questions regarding Digital and Card exclusions. Research and resolve customer issues related to web banking and Card transactions in a timely and accurate manner. Including but not exclusive making decisions regarding the placement of exclusions by researching the current activity and analyzing the normal pattern of activity to mitigate potential losses. Escalate and ensure resolution of complex problems as appropriate. Change user credentials and reissue cards as necessary when fraud is suspected. Place exclusions for Digital and Card access to allow authorized transactions to properly process. Research and respond to inquiries for additional information from internal departments regarding ongoing investigations. Responsible for researching and providing detailed customer information to investigators. Responsible for customer/employee issue until resolution or escalation follow-up with the customer once servicing is complete to ensure their immediate needs and expectations have been met. Understand and adhere to the bank's risk and regulatory standards, policies and controls in accordance with the banks risk appetite.