Tiffany Moore
Fairfield Township
Summary
Accomplished professional skilled in resolving complex disputes and enforcing company policies. Possesses strong analytical abilities to identify patterns and root causes, leading to effective resolution strategies. Demonstrated track record of maintaining high accuracy in dispute analysis and fostering teamwork to achieve organizational success.
Overview
4
4
years of professional experience
Work History
Disputes Escalations Analyst
Fifth Third Bank
05.2023 - Current
- Assist as a zelle and Online Bill Pay subject matter expert in the quality review of dispute cases proposed for denial.
- Provide coaching to intake call center representatives and/or investigators for errors impacting the final decision of dispute cases.
- Perform call pulls to confirm whether dispute cases were filed accurately and appropriate expectations were set for the customer.
- Collaborated with cross-functional teams to gather information related to dispute cases.
Disputes Resolution Representative
Fifth Third Bank
09.2022 - 05.2023
- Investigate Zelle and Online Bill Pay dispute cases based on the information obtained by intake call center representatives from the customer.
- Maintained compliance with bank policies and regulatory requirements in all transactions.
- Monitored case progress to ensure timely resolutions aligned with company policies.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Managed high-volume caseloads, ensuring timely resolutions while maintaining accuracy and attention to detail.
Participant Services Representative
Empower
10.2021 - 09.2022
- Managed participant inquiries and resolved issues related to retirement accounts to enhance service satisfaction.
- Monitored performance metrics to identify areas for improvement in service delivery.
- De-escalated and resolved participant complaints with punctual, polite and professional service.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
Education
High School Diploma -
Ross High School
05-2014
Bachelor of Business Administration - Finance
University of Cincinnati
06-2026
Skills
- Microsoft office
- Computer skills
- Policy interpretation
- Banking operations
- Quality review
- Case evaluation
- Analytical thinking
- Decision-making
Timeline
Disputes Escalations Analyst
Fifth Third Bank
05.2023 - Current
Disputes Resolution Representative
Fifth Third Bank
09.2022 - 05.2023
Participant Services Representative
Empower
10.2021 - 09.2022
High School Diploma -
Ross High School
Bachelor of Business Administration - Finance
University of Cincinnati
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