Veronica Franklin

• Settlement Processing:
• Gather data to prepare and complete cash and balance reconciliation sheets.
• Identify card and settlement transactions causing settlement outages for cash balance sheets and financial institutions’ internal general ledger.
• General Ledger Management:
• Prepare and review general ledger journal entries causing out-of-balance or transaction processing errors related to debit cards, credit cards, and network ACH settlement files.
• Training and Reporting:
• Create, maintain, and conduct settlement reconciliation training.
• Create and maintain weekly, monthly, and yearly department statistic reporting.
• Subject Matter Expertise:
• Serve as SME for debit/credit cards, ATMs, and bill payment.
• Act as primary escalation point for Card Payments Support Team.
• Communication and Documentation:
• Create and send communication bulletins to financial institutions regarding network outages, ACH file delays, report delays, maintenance, and secure code of the month.
• Write articles for internal support and financial institutions for training purposes and to provide prompt resolution for frequent issues through Knowledge Center application.
• Case Management:
• Manage incoming cases from financial institutions through Salesforce application.
• Handle incoming calls through Genesys application.

Research transaction denials for cardholders, escalate potential fraud matters, and address ATM connectivity issues.

Major Achievements

• Improved Service Level Objectives/Agreement (SLA) for Card Payment Support team and individual contributions by 35% in two years.
  
• Maintained satisfaction average rate of 94% or higher for last 4 years.
  
• Decreased backlog by 15% since 2019.
  
• Lead contributor in successfully growing department from a 75-client base to 168+ client base.
  
• Developed new standards for metrics reporting.
• Written 75% of quick resolution articles for Card Payments.

• Responsible for training/developing support representatives.
• Responsible for scheduling of support representatives.
• Responsible for Support Representatives performance reviews.
• Manage approving employee vacation time
• Responsible for sending settlement files to over 50 financial institutions daily. Settlement files consist of ATM/POS/Signature transaction/Adjustments. Balancing to what networks settled with us for and what I settled to each financial institution.
• Provide accounting services to multiple financial institutions with G/L, TIP, and ATM balancing.
• Provide phone support and training to multiple financial institutions on Base24 software.
• Routinely troubleshoot, research, diagnose, document and resolve technical issues.
• Document, track and monitor problems to ensure timely resolution.
• Responsible for maintaining EFT Services departmental email account.
• Review and resolve customer problems/inquiries or assign to proper resource.
• Developed documentation for Base24 security audits which is closely monitored by both internal and external examiners.
• Perform daily audit of Base24 logins.
• Perform monthly audits changes to Outside View.
• Responsible for installation of ATMs for new and existing financial institutions.
• Created new and made changes to existing load groups to ATMs.
• Secure Key holder #1 for creating and sending of ATM DES keys prior to AKDS (automated key).
• Manage de-conversions of financial institutions assuring that their new processor received files in timely manner.
• Manage ordering office supplies.
• Manage sending important audit information, contracts, reconciliation files to offsite storage for our standard retention period before having them destroyed.

• Managed department call volume and coordinated department schedules to maximize coverage during peak hours.
• Conducted training and mentored over 50 team members to promote productivity and commitment to friendly service.
• Created customer support strategies to increase customer retention.
• Provide exceptional customer to 150 client Savings and Loans in 20 states.
• Troubleshooting UNIX mainframe banking applications consisting of Savings and NOW accounts.
• Instrumental in initiating cost-saving, revenue generating ideas and products.
• Through (800) support line answered heavy volume of inquiries regarding item processing, returns, adjustment and research aspects of Intrieve Incorporated.
• Effectively using Microsoft EXCEL to design efficient balance spreadsheet for client's accounts.
• Utilize computerized accounting system planned and budgeted departmental funds for three years.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.

• Run check sorter machine (check that were received from Federal Reserves) breaking checks down by Financial Institutions, account number for cycle cut date for their statements, encode mic line on checks that were damaged.
• Do small maintenance on sorter daily to make sure that check would not jam.
• Worked collaboratively with colleagues in fast-paced environment to meet tight deadlines for sorting.
• Sweep around sorter to ensure that non of the customer's checks had fallen behind or between the sorter.

• Administer employees evaluations/appraisals.
• Managed employees schedules.
• Motivate employees to increase productivity.
• Managed handling cross-function processes between Intrieve Incorporated and Mutual Data Services Incorporated ensuring that customer's checking statements were processed in a timely manner.
• Assuring that staff had correct checks in correct statements.
• Verified counts of statements leaving out daily.
• Training and supporting staff member
  and other duties.

• Manage printing all statement, forms, checks for Financial Institutions.
• Manage stocking forms and ink.
• Assist in our Microfiche department as well during this time helping to run and store microfiche.
• Cleared paper jams and replaced toner to maximize equipment efficiency.
• Multi-tasked to keep all assigned projects running effectively and efficiently.
• Successfully completed yearly safety training sessions.
• Scheduled preventive maintenance for equipment.
• Reviewed completed orders for quality and accuracy.
• Loaded and positioned unprinted materials.
• Proofed all job orders, securing client approval prior to production.
• Reviewed customer job specifications and document proofs to obtain printing project instructions.

• Send reports out to Financial Institutions daily.
• Breaking down reporting.
• Verifying printed checks and sorting.
• Decollate carbon copied check.
• Manage delivering mail internally.
• Utilized Fastcor mailing system.
• Utilized Paragon mailing system.
• Utilized UPS Online shipping system delivering time sensitive packages for internal and external customers.
• Maintained internal and external customer supplies including forms and checks.