Yerivell Martinez

• Support account reconciliation and issue resolution by investigating transaction discrepancies, processing adjustments, and maintaining billing accuracy.
• Respond to complex client inquiries regarding account charges, payment activity, and digital banking tools, ensuring accurate resolution within SLA timelines.
• Review and update member account records, contributing to the accuracy and compliance of internal data systems.
• Collaborate with cross-functional teams, including risk, compliance, and IT to escalate recurring account or billing issues and propose system improvements.

• Acted as liaison between clients and internal teams for technical onboarding and platform support, addressing account setup and billing tool errors.
• Managed support tickets, tracked trends, and provided data for internal metrics reporting.
• Supported platform testing and contributed to user documentation for billing and account-related system updates.
• Identified workflow inefficiencies and participated in process improvement initiatives across departments.

• Conducted account audits and reconciliations, resolving discrepancies in digital transactions and billing statements.
• Collaborated with compliance and risk teams to investigate escalated issues and align with regulatory standards.
• Created and maintained internal tracking logs for client inquiries and billing adjustments.
• Contributed to the development of standard operating procedures for resolving account inconsistencies.

• Delivered in-person support for digital banking tools including mobile check deposit, statement queries, and transaction reviews.
• Logged client interactions and flagged reoccurring issues related to billing and account access.
• Ensured cash drawer reconciliation and transaction accuracy in compliance with internal audit standards.