Melissa J Reis
Bowlus
Summary
Card Dispute processor with 20 years’ experience in the banking industry. Exceptional skills in problem solving, time management and team calibration. Effectively managed a 7-person team. Calm under pressure, flexible, embraces change, and easily overcomes challenges.
Overview
20
20
years of professional experience
2002
2002
years of post-secondary education
Work History
360 Debit Card Fraud Disputes Sr. Coordinator
Capital One
St Cloud
01.2017 - Current
- Researched card disputes and processed each claim meeting all timeframes and following all procedures.
- Follow all procedures and process disputes accurately with a quality rate of 98.75% year to date, which eliminates risk for the bank
- Process an average daily throughput of 63.94, which exceeds the daily goal of 38 items daily
- Investigate each claim efficiently to meet departmental and organizational goals
- Communicate and assist each customer throughout the process of each dispute
- Review documentation from the merchants to assist with resolving the Customers claim
Loan Specialist Principal Coordinator
Capital One
St Cloud
01.2016 - 01.2017
- Worked directly with Customers to assist with getting Home Loans approved in a timely fashion. Obtained documents, communicated with borrower updates throughout the process.
- Followed all procedures and processed loans accurately with a quality rate of 97.31% year to date, which allows the business to sell to Fanny Mae
- Ensured files close on or before closing date to meet member expectations all of the time
- Provided communication to internal and external customers
- Funded 156 families in 10 months, exceeding goal by 15%
- Assisted Mortgage Loan Originators in managing a pipeline of applications in compliance with state and federal regulations
- Processed documents from third party Customers. Ensuring correct processing and accurate closings.
- Processed paperwork accurately and timely
Return Principal Coordinator
Capital One
St Cloud
01.2014 - 01.2016
- Managed a Team that assisted with working return checks. Ensured all deadlines were met so we met all regulations.
- Brought a Return Team to St. Cloud MN from Richmond Virginia to have two sites company wide
- Performed activities to positively influence engagement and team morale to achieve an 80% engagement survey score
- Maintained all procedures and policies which resulted in a team error rate of over 98%
- Monitored all performance and quality rates which resulted a SOX score of over 99%
- Provided training for new hires within the department to make sure all guidelines were met
- Determined system issues and work with IT to resolve issues in a timely matter
Document Processing Center Associate
Capital One
St Cloud
01.2006 - 01.2014
- Managed all incoming and outgoing Cash Letters to and from the Federal Reserve.
- Maintained all procedures and policies which resulted in a team error rate of over 97%
- Monitored all performance and quality rates which resulted in a score above 98%
- Organized, tracked, and trained associates on their daily job functions
- Conducted one on one sessions with direct reports and provided developmental feedback
- Identified discrepancies in the bank balance, determined the exact amount and used multiple systems to locate missing funds
- Balanced the bank meeting same day processing standard
Education
Holdingford High School
Holdingford, MNSkills
- Deadline Oriented
- Customer Service Advocate
- People Management
- Strong Communicator
- Teamwork
- Results Oriented
Community Service
- Epilepsy Foundation of MN Inc
- Junior Achievement
- Catholic Charities
- Habitat for Humanity
- Numerous volunteer activities at schools and churches
Timeline
360 Debit Card Fraud Disputes Sr. Coordinator
Capital One
01.2017 - Current
Loan Specialist Principal Coordinator
Capital One
01.2016 - 01.2017
Return Principal Coordinator
Capital One
01.2014 - 01.2016
Document Processing Center Associate
Capital One
01.2006 - 01.2014
Holdingford High School