Terri Dean

Experience

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  JPMorgan Chase

  Jul 1999 - Jul 2004

  Senior Charge-back Analyst

  • Trained new hire employees and performed reoccurring training for employees• Responded to written and verbal correspondence with customers• Assisted all internal departments, external vendors, and merchant banks• Assisted peers with supervisor questions• Resolved disputes for MasterCard and Visa cardholder• Supervised calls regarding disputes, dispute process, and procedures• Prepared Visa and MasterCard arbitration and compliance cases

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  JetBlue Airways

  Jul 2004 - Oct 2005

  In-Flight Crewmember

  • Provided customers with safety information as required by the FAA and JetBlue • Provided leadership and direction to coworkers and customers• Operated mechanical and safety equipment

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  JPMorgan Chase

  Oct 2005 - Nov 2015

  VP Relationship Manager

  * Led Purchasing Card, T & E Card, OneCard, Global, and Single Use Account portfolios * Trusted advisor and Go-to-resource for Program Administers, AP Department, third party vendors, and cardholders* Led efforts to expand business development and process improvement through building customer relationships* Established and maintained strong professional relationships with both internal and external customers at all levels within the company including C-Level* Managed and supported contract renewals and negotiation* Anticipated, identified, and resolved product issues, service issues, and complex customer issues* Provided customers with strategic account support, including best practices, process and program efficiency improvements relevant to the customer specific accounts and business* Collaborated with internal, cross-functional teams to resolve client issues and deliver solutions to the customer * Worked with customers to develop action plans for projects and growth goals while working with multiple partners and set timelines* Facilitated and presented onsite business review meetings and conference round tables which allowed recommendations to improve the customer program* Supported clients in creating and monitoring reconciliation and auditing reports* Assisted customers with knowledge and expertise in writing card program policies and procedures* Trained and answered questions related to proprietary web-based system* Assisted with design of custom reports, mappers, and special projects specifically designed for each client Show less

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  Rocket Financial Inc

  Oct 2017 - May 2023

  Client Accounts

  * Built, managed, and maintained strong customer relationships with internal and external stakeholders and vendors * Helped grow card Visa and MasterCard programs by increasing payroll card and incentive card volumes* Helped develop sales strategies with customers and helped implement marketing plans to increase growth* Assisted in project management and implementation * Coordinated customer communications via email, phone, or slack* Point of contact for day-to-day account management problems, customer inquiries, and escalation issue * Identified and resolved service challenges to client satisfaction* Worked with technology developers to implement and test new functionality, improve overall efficiency, operational needs, and product optimization* Assisted with reconciliation and billing for our customers and vendors* Partnered with clients to understand their need, business goals and challenges* Worked directly with sponsor bank, card processors, and fulfillment centers across the bankcard industry * Client advocate while understand business needs Show less

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  Galileo Financial Technologies

  Aug 2024 - now

  Relationship Manager