1. Jeannette M. Troutman
4611 N. Glen Road
Kingman, AZ 86409
(928) 263-0683
Jeannette.troutman@suddenlink.net
Overview: I am experienced in customer service through many channels. I have worked in banking
thirty two (32) years performing several positions, and duties. The last twenty (20) years have been
focused in Merchant Services. I am accustomed to working in a retail branch office, and have extensive
experience in banking backroom operations. I am experienced in many software applications including
but not limited to Microsoft Word, Excel, Access, and Outlook. I obtained a certificate in Paralegal
Studies from Indiana University South Bend, IN, in May 2008, and currently a Notary Public in state of
Nevada.
Professional Experience
Senior Risk Analyst, Frontline Processing, Henderson, Nevada 11/2012 – 10/2016
1 Report directly to President of Frontline Processing.
2 Downloading daily reports for new chargebacks.
3 Contact merchants who are placed on reserve.
4 Contact merchants who have NSF charges.
5 Assist merchants with closing accounts, and calculate closure costs.
6 Process merchant reviews for Risk Management.
7 Assist merchants with retrieval, and chargeback processes.
8 Account analysis regarding compliance with underwriting guidelines, and account profiles;
requesting sales documents pertaining to holds, release of reserves.
9 Documenting and tracking items for collections, and managing merchants accounts submitted for
external collections.
10 Miscellaneous projects as assigned.
Merchant Risk Analyst, Lake City Bank, Warsaw, Indiana 9/2004 – 11/2012
1 Report directly to Vice President/Manager of Cardholder & Merchant Services.
2 Perform annual reviews to existing merchant accounts and bi-annual reviews for new merchants
to determine product enhancements opportunities.
3 Perform monthly audits on all new merchant accounts to determine if setups are accurate, and
training done properly.
4 Investigate all sales by communicating directly with merchants when they are flagged by Risk
Management for review, and therefore funding.
5 Perform external and internal customer service relating to troubleshooting issues with hardware
(POS devices-software), billing issues/questions, and general research.
6 Travel to existing merchants for purpose of replacing needed hardware/equipment or general
assistance.
7 Work with merchants, and processor for credit card chargeback/retrieval notifications to resolve
disputes.
8 Special projects as assigned.
Operations Supervisor, Eagle/Crittson Financial LLC, Elkhart, Indiana 4/1996 - 8/2004
1 Reported directly to President/CEO, as well as Vice President of both companies.
2 Supervised three employees daily to establish new merchants on several databases, and back up

2. terminal network/troubleshooting support, as well as training.
3 Assisted with new and existing financial institutions with Visa/MasterCard for the purpose of
performing cash advance processing, and setting up their merchants.
4 Liaison between sales staff and existing banks to assure/advise of compliance issues for new and
existing merchants.
5 Internal and external customer service for billing questions/issues relating to merchant accounts
or our processors for posting/settlement problems.
6 Billing for supplies and hardware to merchants and banks.
7 Conversions of internal bank merchant programs from Crittson Financial LLC to Eagle Financial
LLC.
8 Built download files directly to Vital/Visanet for multiple POS devices, and staging files for other
software merchants.
9 Backed up the help desk manager in his absence often to oversee help desk issues escalations
with hardware or network troubleshooting.
DDA/Returns/Asst-Supervisor, KeyBank National Association, South Bend, Indiana, 5/1992 - 3/1996
1 Processed incoming return deposit items daily to adjust customer accounts.
2 Processed encoding errors, return adjustments, and missing item adjustments to customer
accounts
3 Reconciled general ledgers for DDA Returns Department on all Federal Reserve, Internal
Branches - cash items returns, and all Correspondent Banks
accounts.
4 Researched proof of deposit items on microfilm.
5 Investigated/advised handling of all large dollar return items on all customer accounts.
6 Maintained all back up databases, and reports for DDA Returns Disaster Recovery.
7 Back-up outgoing returns as needed.
8 Special projects as assigned.