Michael Engelking
Saint Cloud
Summary
Card claims analyst with extensive experience managing claim processes and supervising teams. Recognized for driving change within departments and enhancing customer experiences. Valuable subject matter expert with a thorough understanding of Mastercard processing rules, seeking to leverage skills for career advancement.
Overview
9
9
years of professional experience
Work History
Assistant Coach
Capital One
01.2024 - Current
- Supervised team of 19 agents, ensuring performance met company policies and standards.
- Participated in weekly meetings with upper leadership and led weekly team meetings to align on objectives.
- Seek out areas of opportunity to drive change within the department.
- Collaborated with peers and partner groups to enhance customer experience and mitigate bank risk.
- Manage claim inventory for timeliness while maintaining service levels.
- Vertically report relevant information and inventory levels.
Principal Ops Coordinator
Capital One
01.2020 - 01.2024
- Reviewed incoming high-risk claims for accuracy and legitimacy, ensuring compliance with regulations.
- Process claims accordingly within departmental and regulatory guidelines.
- Perform risk and fraud analysis of claims and customer behavior.
- Identified and reported trends in claim types, informing strategic decision-making.
- Provided expertise on claims processing, enhancing team knowledge and operational effectiveness.
Sr Ops Production Coordinator
Capital One
01.2019 - 01.2020
- Reviewed assigned claims and processed disputes within Mastercard and regulatory guidelines.
- Processed incoming new claims to ensure accurate and timely resolution.
- Resolve claims for customer within department guidelines.
- Managed inventory to ensure timely availability of products.
Sr Ops Production Coordinator
Capital One
01.2017 - 01.2019
- Balanced claim ledgers to ensure accuracy and integrity of financial data.
- Investigated ledger discrepancies and advised on corrective actions.
- Compiled reports for leadership dashboards to enhance decision-making.
Education
Bachelor of Arts - Business Economics
St Cloud State University
Saint Cloud, MN01-2011
Associates of Applied Arts - General Education
Normandale Community College
Bloomington, MN01-2008
Skills
- Mastercard processing rules
- Team supervision
- Risk management
Timeline
Assistant Coach
Capital One
01.2024 - Current
Principal Ops Coordinator
Capital One
01.2020 - 01.2024
Sr Ops Production Coordinator
Capital One
01.2019 - 01.2020
Sr Ops Production Coordinator
Capital One
01.2017 - 01.2019
Bachelor of Arts - Business Economics
St Cloud State University
Associates of Applied Arts - General Education
Normandale Community College