Open to opportunities

ToneCola User

@tonecolauser

Experienced dispute coordinator and financial services professional driving compliant, empathetic resolutions and operational efficiency.

United States

Message

What I'm looking for

I’m seeking a role where I can coordinate disputes, advocate for customers with empathy and accuracy, and improve operational efficiency—partnering across teams to meet strict timelines while maintaining regulatory compliance.

I’m a dedicated dispute coordination and financial services professional with 20+ years of experience resolving customer concerns with empathy, accuracy, and professionalism. I bring a strong focus on compliance, transparency, and service excellence, especially when timelines are strict.

As a Dispute Coordinator at Rentokil, I lead efforts to investigate and resolve collection disputes across the Canadian market. I collaborate with district/regional leadership and support teams, prepare training materials for new hires, correct payment posting errors, reconcile customer accounts, and deliver monthly write-off reports while tracking unresolved items.

Previously at Santander Bank (Sovereign Bank), I spent two decades handling executive-level complaints, mortgage servicing, and regulatory communications. I served as a primary contact for escalated complaints and regulatory inquiries, responded to submissions from OCC, CFPB, BBB, Attorney General, and legal counsel, and completed root-cause investigations with response documentation.

I also stepped into leadership roles, including Consumer Collections Supervisor, where I managed a team of 10–15 staff. I coached performance, coordinated workflow, facilitated internal conferences to resolve complex customer issues, and thrived where urgency, attention to detail, and collaboration drive meaningful outcomes.

Experience

Work history, roles, and key accomplishments

Dispute Coordinator

Rentokil

Feb 2022 - Aug 2025 (3 years 6 months)

Oversee Canadian collection disputes submitted by Collections and Customer Service teams, ensuring cases are assigned appropriately and resolved within strict timelines. Prepare training materials, support quality consistency, correct payment posting errors, reconcile customer accounts, and issue monthly write-off reports.

Case Assignment Training Materials Quality Write Offs Payment Posting Account Reconciliation Bulk Statements Customer Advocacy Excel

Executive Customer Resolution Specialist

Santander Bank, N.A

Jun 2014 - Mar 2021 (6 years 9 months)

Served as primary contact for escalated complaints and regulatory inquiries, conducting root-cause investigations and preparing response documentation. Collaborated with business lines to ensure adherence to banking policies and provided weekly feedback to leadership on process optimization.

Regulatory Compliance Response Documentation Stakeholder Management Process Optimization OCC CFPB

Single Point of Contact (SPOC)

Santander Bank, N.A

Jul 2012 - Jun 2014 (1 year 11 months)

Assisted customers with mortgage workout options and financial counseling as a single point of contact for relevant cases. Managed documentation status for short sale inquiries and coordinated Fannie Mae, Freddie Mac, and Sovereign portfolio work.

Customer Advocacy Financial Counseling Fannie Mae Freddie Mac Short Sale

Card Claims Specialist

Santander Bank, N.A

Jun 2011 - Jul 2012 (1 year 1 month)

Evaluated and resolved customer claims in accordance with Regulation E. Performed merchant chargebacks and ATM deposit investigations, and supported training for new team members while tracking claims activity in Excel.

Reg. E Claims Chargebacks ATM Deposit Investigation team training Excel Compliance

Mortgage Servicing Analyst

Santander Bank, N.A

May 2009 - Jun 2011 (2 years 1 month)

Audited foreclosure files and prepared legal documentation while interfacing with attorneys and compiling sale reports. Completed bid instructions and managed time-sensitive submissions.

Mortgage Servicing Foreclosure File Audit Legal Documentation Compliance

Consumer Collections Supervisor

Santander Bank, N.A

Apr 2003 - May 2009 (6 years 1 month)

Managed a consumer collections team of 10–15 staff, including training, workflow coordination, and performance reviews. Resolved escalated consumer concerns and led staff meetings and monthly coaching sessions on goals and development.

Team Supervision Performance Coaching Workflow Coordination Training Performance Reviews