Roxanne Wright
Phoenix
Summary
Experienced finance professional with 10 years in the industry, seeking to contribute to policy and procedure development. Dedicated to leveraging strong attention to detail and a passion for creating efficient, compliant workflows.
Overview
10
10
years of professional experience
Work History
Payment Specialist II
Upgrade Inc
06.2023 - Current
- Collaborate with the Aftermarket team to process Unwinds, GAP refunds, warranty refunds and dealer refunds to ensure accurate and timely processing
- Prepare Refund Checks for customers and coordinate with treasury to ensure proper fund movement
- Contribute to team development by creating procedures and assist in training team members
- Performed QA for the team, identifying and documenting errors, making corrections as needed to ensure accuracy and compliance
- Assisted with internal audit requests by reviewing accounts, pulling relevant documentation to support auditor reviews
- Resolve treasury breaks to ensure accurate reconciliation of financial transactions.
- Handle Jira/OPR tickets for tasks such as due date changes, payment reallocations/refunds, check research and escalated payment issues
Back Office Specialist II
Upgrade Inc
03.2022 - 06.2023
- Reviewed incoming bankruptcy documents to accurately update case numbers and statuses, ensuring compliance and proper account management utilizing TLO as needed
- Assisted with training and procedural reviews, created job aids and helped with procedure updates
- Processed Jiras and Zendesk emails, reviewing accounts for bankruptcy-related issues and updating case information as required
- Completed various account maintenance such as charge-offs and accrual fixes
- Pulled and set up reports from Tableau and Google Drive related to bankruptcy processes
Lease End Consulting Escalations Specialist
JPMorgan Chase
05.2017 - 03.2022
- Receive escalations via inbound calls and emails, using CRM systems to create and track care cases for each issue
- Review and audit daily queues to ensure accuracy, compliance, and team adherence to policies
- Contributed to procedure development by creating job aids and drafting procedures
- Reviewed accounts for payoff shortages, identifying the shortage amount and reason; contacting customers to request payment
- Review accounts for rebook, identifying why accounts were paid off in error and collaborated with the payment processing and triage team to restore the account
Fraud Analyst
Bank of America
05.2015 - 04.2017
- Handled inbound and outbound calls for business accounts, providing excellent customer service and resolving inquiries efficiently
- Analyzed business accounts to detect potential risks and identify possible fraudulent activity
- Processed fraud claims and disputes, working with customers to resolve issues promptly and accurately
- Performed account maintenance functions, including closing accounts, reissuing cards, providing credits and updating customer information
Education
No Degree - General Studies
Estrella Mountain Community College
06.2013
No Degree - Google Data Analytics
Coursera
Skills
- Development of Job Aids
- Drafting Procedures
- Time Management
- Skilled in Google Suite Tools
- Workplace Adaptability
- Zendesk Proficiency
- Jira Proficiency
- Skilled in MS Office Applications
Accomplishments
- Currently assisting the Product Team, gaining hands-on experience in SQL and query writing
- Created and documented workflows for new processes, enhancing team productivity and training
Timeline
Payment Specialist II
Upgrade Inc
06.2023 - Current
Back Office Specialist II
Upgrade Inc
03.2022 - 06.2023
Lease End Consulting Escalations Specialist
JPMorgan Chase
05.2017 - 03.2022
Fraud Analyst
Bank of America
05.2015 - 04.2017
No Degree - General Studies
Estrella Mountain Community College
No Degree - Google Data Analytics
Coursera
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