Claudia Correa
Newark,DE
Summary
Customer Service Professional with years of experience in disputes resolution, claim processing, escalations, training development and call center operations within the banking industry. Expert in resolving escalated customer service issues. Exceptional organizational, analytical and managerial skills. Excel at highly competitive work environments.
Overview
23
23
years of professional experience
Work History
PAYMENT CLAIM SPECIALIST
City National Bank
Newark, DE
11.2023 - Current
- Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
- Works fraud claims and appropriately investigate and escalate when needed.
- Performs defined steps to reduce financial loss to customers or the bank.
- Knowledgeable of bank procedures to process transactions such as claim provisional credits and debits to clients accounts as needed.
- Process tickets for chargeback, representment and pre-arbitration to the appropriate general ledgers.
- Process and review various reports to track progress of the claims or perform necessary steps of actions needed.
- Enhanced customer satisfaction with prompt and accurate claim resolutions.
SENIOR DISPUTE REPRESENTATIVE
Planet
New Castle, DE
03.2020 - 06.2023
- Pull various reports to track progress of the claims or perform necessary steps of actions as needed.
- Developed internal and external procedures.
- Conduct training sessions for new clients.
- Responsible for money movement in the chargeback life cycle.
- Assist team, internal and external clients on chargeback related items.
- Identify any trends or issues and work closely with other teams for resolution.
- Manually track the chargeback dispute cycle for each client using spreadsheets.
- Collaborated with business partners to resolve, improve and implement solutions.
DISPUTE AND RESOLUTION REPRESENTATIVE
Planet
New Castle, DE
06.2013 - 03.2020
- Prepare all chargebacks and cases for notification to merchant.
- Proficient knowledge of the association and regulations and timeframes associated with chargeback management.
- Proficient knowledge of the MasterCom, VROL, American Express, Union Pay and Discover Dispute systems chargeback and case filing procedures.
- Work all incoming case within the appropriate timeframes.
- Ensure all incoming and outgoing documentation is scanned into the chargeback database.
CUSTOMER SERVICE COORDINATOR
Capital One
Wilmington, DE
01.2013 - 06.2013
- Takes inbound calls from existing customers and assist them with filing insurance claims offered through their account.
- Open claim process after determining if customer is eligible for claim and account is up to date and good standing.
- After obtaining information from the customer regarding their hardship.
- I determined which benefit best suit the customer's needs.
- Advise customer status of their claim and ask for any additional information to assist with the open claim.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Capital One
Wilmington, DE
08.2012 - 01.2013
- Takes inbound calls from existing customers and assist them with filing insurance claims offered through their account.
- Open claim process after determining if customer is eligible for claim and account is up to date and good standing.
- Obtain information from the customer regarding their hardship to determine which benefit the client needs.
- Advise customer status of their claim and ask for any additional information to assist with the open claim.
QUALITY CONTROL ANALYST
Bank Of America
Newark, DE
01.2007 - 08.2012
- Review associates work to identify quality errors and bank losses.
- Provide feedback to associates regarding cases worked.
- Monitor and work queues daily according to priority.
- Approve or deny associates work by releasing or deleting monetary adjustments.
COACH
Bank Of America
Newark, DE
01.2005 - 01.2007
- Enhance employee performance through daily mentoring and one on one discussion.
- Communicate development needs to the team manager.
- Contribute input to employee evaluations.
- Handle escalated calls and provide feedback to associates related to call.
DISPUTE REPRESENTATIVE
Bank Of America
Newark, DE
01.2003 - 01.2005
- Researched and responded to written correspondence and phone calls related to customer disputes.
- Assisted coworkers with pended work.
- Served as backup dispute by phones.
Education
HIGH SCHOOL DIPLOMA -
Hodgson Vo-Technical High School
Newark, DE05.1993
Skills
- Exceptional Customer Service
- Client Focus
- Attention to Detail
- Task Prioritization
- Adherence to Procedures
- Self-Motivation
- Quick Learning
- Strong Work Ethic
Timeline
PAYMENT CLAIM SPECIALIST
City National Bank
11.2023 - Current
SENIOR DISPUTE REPRESENTATIVE
Planet
03.2020 - 06.2023
DISPUTE AND RESOLUTION REPRESENTATIVE
Planet
06.2013 - 03.2020
CUSTOMER SERVICE COORDINATOR
Capital One
01.2013 - 06.2013
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Capital One
08.2012 - 01.2013
QUALITY CONTROL ANALYST
Bank Of America
01.2007 - 08.2012
COACH
Bank Of America
01.2005 - 01.2007
DISPUTE REPRESENTATIVE
Bank Of America
01.2003 - 01.2005
HIGH SCHOOL DIPLOMA -
Hodgson Vo-Technical High School