Yekanech Febus

· Responsible for incoming calls for routine and complex inquiries regarding products, procedures, systems or policies for new and existing clients on most lines of business

· Manage personal and business accounts, including maintenance of credit and debit cards, ensuring accurate and timely account updates

· Resolve digital banking issues, such as Zelle, online banking, and mobile banking

· Handle account and card fraud management, successfully preventing financial losses and enhancing client trust in security measures

· Participated in Mentorship Program and evaluated Spanish IVR Testing and Scripting

· Processed and reviewed invoices for completed work orders with a 98% accuracy rate, ensuring timely billing and customer satisfaction

· Investigated and resolved invoice disputes, leading to a 15% reduction in billing errors and enhanced client relationships

· Developed and implemented department Standard Operating Procedures, streamlining processes and reducing errors by 20%

· Cross-trained team members on new procedures, resulting in a 30% improvement in team productivity and process efficiency

· Proactively monitored accounts receivable, identifying overdue accounts and reducing outstanding debts by 20%

· Issued payment reminders and negotiated settlements, achieving a 25% increase in payment recovery from delinquent accounts

· Processed payments, refunds, and account adjustments with 99% accuracy, enhancing financial reconciliation processes

· Efficiently managed invoice payments from clients, ensuring timely and accurate payment processing