Jeannette M. Troutman has over 32 years of experience in customer service and banking operations. She has held several roles including Senior Risk Analyst, Merchant Risk Analyst, Operations Supervisor, and Assistant Supervisor. She is proficient in Microsoft Office applications and obtained a Paralegal Studies certificate. Her experience includes merchant account reviews, risk management, customer service, and back office operations.
Overview of the differentiators and successes at Liberty. Also, a high-level product and service walkthrough, including a snapshot of Liberty's KPIs and hospital performance over the years.
20 months of corporate office experience at Johnson Controls. Given full time credit analyst responsibilities, and expectations. Assist in managing Unitary Products Group largest cash grossing portfolio National accounts, and independently managed Florida accounts. Elected on the Executive Board as Treasurer of The Whitewater Delta Chi Fraternity. Responsible for adding an increase of 29.72% to our Delta Chi Savings account from November 2014 to the present. Created a $20,000 scholarship fund for my fraternity.
Overview of the differentiators and successes at Liberty. Also, a high-level product and service walkthrough, including a snapshot of Liberty's KPIs and hospital performance over the years.
20 months of corporate office experience at Johnson Controls. Given full time credit analyst responsibilities, and expectations. Assist in managing Unitary Products Group largest cash grossing portfolio National accounts, and independently managed Florida accounts. Elected on the Executive Board as Treasurer of The Whitewater Delta Chi Fraternity. Responsible for adding an increase of 29.72% to our Delta Chi Savings account from November 2014 to the present. Created a $20,000 scholarship fund for my fraternity.
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.