Rico Villaruel

• Led a team in successfully navigating complex branch audits and settlements, ensuring compliance with firm regulations
• Implemented cost-control measures for high claim rate ATMs resulting in a 20% cost reduction in claim loss and ATM operational expenses.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Collaborated with stakeholders to effectively resolve issues
• Familiarity with bank regulations and policies
• Analyzed market trends to inform decision-making and guide business strategy.

- Deliver volume trend and data analysis reports
- Report, monitor, track, and analyze SVL performance
- Identify and research service level risks based on forecasts for problem resolution and escalate to management as needed
- Evaluate and analyze historical trends to make strategic and tactical operation plans related to staffing needs
- Attends Chase Business Partners weekly meetings and escalates urgent issues for resolution as needed
- ATM Support Process Trainer | Coach | SME
- Conducts Team LMOS Huddles, Quality evaluations, Webstats coaching, 1X1 and feedback
- Conducts Monthly Knowledge Check Assessments and refresher courses
- Takes ATM Supervisor Escalations

• Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
• Completed routine and complex account updates to resolve problems.
• Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
• Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
• Frontline support for branch bankers asking assistance for ATM settlement audits | procedures and dispatching tickets | escalating ATM hardware related issues
• Frontline support for hardware vendors, cash vendors, facilities and other 3rd party vendors for dispatching tickets, vendor meets and escalation requests

• Supported department leadership in implementing new policies, procedures and controls.
• Assisting customers, business owners and bankers in handling payment arrangements for both overdrawn consumer/business accounts and charged-off consumer/business accounts.
• Responsible for sending requests for CHEX/EWS updates and overpayment concerns for charge-off accounts.
• Collaborated with senior leadership on project planning, aligning objectives with organizational goals.

• Assisting customers, business owners and bankers in handling payment arrangements for both overdrawn consumer/business accounts and charged-off consumer/business accounts.
• Responsible for sending requests for CHEX/EWS updates and overpayment concerns for charge-off accounts.
• Led operational efficiency initiatives, streamlining processes to enhance service delivery and reduce turnaround times.

• Worked effectively in fast-paced environments.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked flexible hours across night, weekend, and holiday shifts.
• Resolving Chase Retail Banking customer and small business owners escalated issues, complaints and other consumer account related concerns.

• Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
• Frontline Telephone Banking customer service for consumer and small business banking accounts. Does upselling of Chase debit cards services.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Coordinated cross-functional teams to identify and resolve defects during the development process.
• Developed and executed comprehensive test plans to ensure software quality and performance standards.