Terra Richardson
Westerville
Summary
Detail-oriented professional with extensive experience in customer service within financial services. Proven ability to streamline processes, ensure compliance, and enhance client satisfaction through effective communication.
Overview
17
17
years of professional experience
Work History
Financial Services/Licensing Representative
NATIONWIDE FINANCIAL SERVICES
Grandview
12.2024 - Current
- Processed over 30 appointment requests per day
- Updated Financial Professionals' profiles by adding completed course training taken required for their licensed state they are appointed in
- Updated accounts with address and/or name changes
- Reinstated an agent's state appointment and reactivated their state insurance license upon renewal
- Handled incoming calls daily from a phone queue while multitasking and researching the customer's account information
- Processed appointment terminations upon the request of the broker dealer/firm
- Collaborated with internal teams to streamline licensing processes.
- Attended required meetings and conferences as well as training sessions to develop and maintain understanding of current conventions and laws.
- Provided customer service support by responding to inquiries regarding licensure requirements and processes.
- Reviewed existing licenses to ensure compliance with applicable laws and regulations.
- Analyzed data gathered during the application process to identify potential areas of risk or non-compliance.
- Identified potential conflicts between state regulations and company policies when processing license applications.
- Developed and maintained relationships with customers to ensure their satisfaction with the licensing process.
- Verified application data and account information against legal documentation to determine accuracy and integrity.
- Verified document authenticity to process license application.
Credit Card Research Specialist/Consumer Operations
The Huntington National Bank
Columbus
02.2016 - 12.2023
- Account and payment research
- Payment reversals, returned payments, missing/misapplied payments
- Account closure case set up
- Processed credit line increases/decreases
- Automatic payment (auto pay) case set up
- APR increases & decreases
- Researched accounts for returned refund checks - Verified customer's address and information, and entered on Excel spreadsheet
- Processed balance transfers
- Processed credit balance refunds
- WIP case set up
- Researched, worked, and resolved/closed an average of 30-50 cases per day
- Assisted in writing and updating at least 15 different procedures for credit card department
- Responsible for printing and mailing letters to customers daily from 6-7 colleagues working remotely on the team
- Maintained databases to ensure accurate and up-to-date information access.
- Maintained databases pulling relevant data.
- Responsible for organizing and filing mail once scanned
- Sent copy of credit card application to customers upon request
- Sent copy of credit denial letter to customers upon request
Commercial Card Program Administrator
Apex Systems for Huntington National Bank
Columbus
04.2015 - 10.2015
- Processed applications for new commercial card accounts.
- Increased credit limit on accounts upon request and adhering to guidelines.
- Offered online assistance for Corporate Expense Card accounts
- Monitored and responded to e-mail and voice mail to complete requests in relation to the use of commercial cards of colleagues.
- Tracked and kept detailed report of all completed requests.
- Interacted with Product managers for Commercial Card and Accounts Payable to resolve issues.
- Account research.
- Updated account information.
- Communicated to colleagues when changes or updates are being made to their Corporate Expense Credit Card.
- Encouraged the utilization of the provided resources for the self-service Corporate Card.
- Provided information and/or documents to colleagues to assist them in reconciling any delinquencies on their account.
- Collaborated with cross-functional teams to streamline operational processes.
Customer Service Representative / Fraud Prevention Specialist
Discover Financial Services
New Albany
07.2013 - 01.2014
- Service inbound and make outbound calls to customers with accounts flagged with fraudulent activity or at risk for fraud.
- Removed security hold on account after verifying security information with customer and confirming activity on card.
- Answered general questions regarding credit card account.
- Verified security questions and account activity with customer to determine if legit or fraud.
- Educated clients on financial products and services to enhance understanding.
- Processed fraud claims by recording information for investigators.
- Updated account information
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted with online access for account.
Customer Service Representative / Collections
Discover Card Financial Services
New Albany
01.2013 - 07.2013
- Service inbound calls regarding delinquent credit card accounts.
- Processed payments over the phone to bring accounts current.
- Set up payment plans and offer different programs to customers experiencing hardship.
- Offered Direct Pay (automatic payment service) to customers to help them stay current on their account(s).
Customer Service Representative
DSW Corporate
Columbus
06.2011 - 08.2012
- Service inbound calls regarding the product.
- Responded to e-mails from customers regarding compliments and complaints, and other issues concerning customer inquiries.
- Placed online orders for customers through company website (www.dsw.com).
- Conducted product searches worldwide, if necessary, using a company based web system.
- Handled any issues that arise concerning orders or purchases, accounts associated with our rewards program, returns and/or exchanges.
- Offered alternatives to resolve all issues and always try to appease our customers.
- Offered website assistance to customers when applicable.
- Offered to enroll potential customers into our Rewards program and explain benefits.
- Educated customers on different policies and procedures for DSW.
- Participated in any special work projects when selected.
- Www.dsw.com
Customer Service Representative / Data Research for Fraud
Garden City Group
Dublin
10.2010 - 02.2011
- Service inbound calls for claims resulting from the BP oil spill.
- Listened to and filter through an average of 100-2,000 calls per day for fraudulent accounts.
- Responded to escalated supervisor calls as a Senior CSR, providing excellent customer service, and resolve any issues or concerns for the claimants.
- Assisted claimants by answering any questions related to their claim.
- Assisted other customer service representatives as a senior CSR by answering general and specific questions related to the claim, and directing them to the resources available.
- Researched data and information to conclude how many calls were related to a particular fraudulent account.
- Tracked the calls related to fraudulent claims
Financial Service Advisor/Customer Service
JPMorgan Chase
Westerville
07.2008 - 05.2010
- Serviced a high volume of inbound calls for both consumer and business credit card accounts.
- Navigated between multiple computer programs to resolve customers' issues.
- Provided excellent customer service by engaging each customer, asking probing questions to ensure they had the best product to suit their needs.
- Assisted clients with account inquiries and service requests.
- Maintained up-to-date knowledge of bank policies and procedures.
- Prevented calls from being escalated by providing excellent customer service.
Education
High school diploma -
Northland High School
Columbus, OHSkills
- Research specialist
- Retail industry sales team management
- Team scheduling
- General Ledger accountimg and reconciliation
- Deliver balance statements
- Communication skills
- Open new customer accounts
- ACH
- Organizational skills
- Customer relations management and customer complaint resolution
- Administrative experience
- Client interaction via phone calls
- Microsoft programs
- Customer satisfaction
- Customer service expert
- Financial sales
- Withdrawals & check forwarding
- POS
- Data entry
- Account reconciliation
- Detail oriented
- Bank Reconciliation
- Processing cash transactions
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Financial Services/Licensing Representative
NATIONWIDE FINANCIAL SERVICES
12.2024 - Current
Credit Card Research Specialist/Consumer Operations
The Huntington National Bank
02.2016 - 12.2023
Commercial Card Program Administrator
Apex Systems for Huntington National Bank
04.2015 - 10.2015
Customer Service Representative / Fraud Prevention Specialist
Discover Financial Services
07.2013 - 01.2014
Customer Service Representative / Collections
Discover Card Financial Services
01.2013 - 07.2013
Customer Service Representative
DSW Corporate
06.2011 - 08.2012
Customer Service Representative / Data Research for Fraud
Garden City Group
10.2010 - 02.2011
Financial Service Advisor/Customer Service
JPMorgan Chase
07.2008 - 05.2010
High school diploma -
Northland High School