Experience

BB&T

• United States
• Financial Services
• 700 & Above Employee

• Email Associate II

  • Jun 2005 - Present

  In this position I previously monitored the Cognizant group on quality and refunds processed. Also assisted the group with any questions or concerns due to language barrier. Current duties include assisting onshore team with policy and procedure, processing emails to internal and external clients, forward information to appropriate departments for resolution, and assist with resolving issues with complaints.Assisted general service area associates with escalated issues such as issues with irate clients, process refunds, correct bank errors, check card spending limit increases and decreases, initiate fraud disputes, change account types, etc. Contact clients within 24 hours after receiving their account request from BB&T branches. Responsible for offering secondary support to Research Team, E-Mail Team, Health Savings Account car inquiries, Virginia529 College Savings, key Hot Alerts and Alert Bounce Backs.