Shaubnem Qimie

• Provided comprehensive back-office operational support, processing high-volume email requests including dispute submissions and account documentation.

• Researched member disputes thoroughly and partnered with the EPS (Electronic Payment Services) department to gather required documentation and supporting evidence.

• Served as the primary point of contact between EPS and members, ensuring clear communication, timely follow-ups, and resolution of claims.

• Processed domestic and international wire transfers in compliance with security and regulatory standards.

• Reviewed and validated Power of Attorney documents to confirm proper account authorization.

• Managed sensitive account matters, including deceased member accounts and IRA transactions.

• Supported ITM (Interactive Teller Machine) operations by assisting members virtually with ATM transactions such as cash withdrawals and check deposits.

• Handled inbound contact center calls, resolving account inquiries efficiently and professionally.

• Processed returned mail and updated account records to maintain accurate member information.

• Provided training and operational support to team members as needed.

• Specialized in opening and managing new consumer and business accounts, ensuring accuracy and regulatory compliance.
• Assisted clients with IRA accounts and educated customers on retirement banking options.
• Delivered high-level customer service to both personal and business clients, maintaining strong relationships and trust.
• Identified customer financial needs and recommended appropriate banking products and services.
• Balanced and reconciled ATMs, ensuring accurate cash levels and resolving discrepancies.

• Assisted clients with personal loans and other financial solutions based on individual needs.
• Monitored and prevented fraudulent activity by verifying identification, detecting suspicious transactions, and identifying counterfeit checks.
• Performed full-service teller duties, including processing deposits, withdrawals, and cash handling with high accuracy.
• Maintained compliance with banking regulations and internal security policies.
• Supported and trained colleagues on procedures, customer service standards, and operational best practices.