Toni Greenley

Experience

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  Epstein Eye Assoc.

  Oct 2012 - Mar 2013

  Medical Receptionist
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  Smyrna Dental

  Feb 2014 - Aug 2014

  Lead Medical Receptonist

  Supervised completion of all front office duties with the responsibility of opening and closing of the office daily. • Chart prepping• Worked with an outsourced company on obtaining a new phone system for the office.• Managed the company emails by making sure they were answered in proper time• Processed insurance billing and receiving • Faxing/ Filing• Money Handling• Schedule and handling patient requests or concerns

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  Barclaycard

  Aug 2014 - Sept 2017

  Serve as an advisor to customers who contact the bank regarding a billing error or dispute regarding a transaction posted to their credit card account. Act as an advocate for customers as they attempt to pursue credit from the merchant. Involved in all initial stages of the dispute and chargeback lifecycle including case initiation and evidence gathering, sales draft request, merchant contact, and chargeback. • Actively manage a caseload of 100+ cases while maintaining departmental production, quality, and aging standards.• Knowledge of association (MasterCard/Visa/AMEX) chargeback regulations.• Knowledge of Reg Z and Reg E. • Strong analytical and decision making skills.• Proven ability to work independently.• Strong written and verbal communication skills.• Protect the customer’s federal regulated consumer rights regarding billing error inquiries. • Determine chargeback rights available in accordance with association regulations.• Gather all associated documentation and forward to merchant bank.• Process chargeback, cardholder adjustments, and retrieval requests via desktop tools• Can exercise some judgment in carrying out routine assignments with guidelines Show less Received escalated customer service phone calls pertaining to all departments within the bank. De escalated and helped resolve the customer’s issues and or advised on the timeframes for which the situation should be resolved. • Handling Escalated Customer Care calls.• Account re-ages. Frequent TSYS usage.• Rewards/ Settlements/ Disputes handling of accounts. • Assist team manager with running team by implementing strategies, coaching team members, and maintaining morale of team• Participant in the Buddy Program for the Resolutions Department • Handle escalated calls from peers as well as taking control of customer issues by researching the issue, finding a resolution, and following up to make sure the customer is satisfied with the outcome• Track all associated call escalations to identify service failures and potential training opportunities Show less

  • Front and Back End Disputes Advisor

    Feb 2016 - Sept 2017

  • Resolution Manager

    Aug 2014 - Feb 2016
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  JPMorganChase

  Sept 2017 - now

  Client List Screening Specialist | AML

  The List Screening team is part of Compliance, responsible for supporting and leading a key aspect of the firm's Anti-Money Laundering (AML) program. List Screening are a global utility responsible for screening the firm's clients, employees, vendors, related parties and securities across all LOB's and Corporate teams. Screening lists include OFAC/ Sanctions, FinCEN, Politically Exposed Persons (PEP), Negative Media and Internal Lists. The team reviews alerts generated by the firm's strategic filter (Bridger) and identifies matches that require escalations to Compliance, GFCC, or the LOB. Show less

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  J.P. Morgan

  Jan 2024 - now

  AML Investigator