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Customer Service Analyst

Location:
Ellenwood, Georgia, 30294, United States
Posted:
March 31, 2011

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******* R *******

*** ********* *****

Ellenwood, GA 30294

(404) *** ****

*******@***.***

Exceptions Processing Specialist

More than twenty three years successful experience in diverse analytical

Profile

environments with recognized strong, problem solving, organizational and

communication skills.

1. Possess solid computer skills.

2. Excellent working knowledge of credit card chargeback rules and

regulations.

3. A team player, acknowledged as “Quality Counsel Customer Service

Professional.”

4. Able to work independently with minimal supervision in a high

production environment.

5. Fluently speak three languages.

WORLDPAY US, Inc. Atlanta, GA

Employment

Exceptions Processing Specialist December 2007 – February 2011

Responsibilities included:

• Acting as liaison between Worldpay US, Inc. and National

Account merchants.

• Reporting excessive transactions on merchants’ accounts.

• Monitoring disputed transactions for recurring compliance

violations to Visa and MasterCard Rules and Regulations.

• Reviewing cases for adherence to technical rules as established by

Visa and MasterCard while meeting and exceeding the department

quota of daily chargeback volume.

• Performing clerical and support functions related to incoming and

outgoing documentation.

• Answering telephone inquiries related to chargeback decisions

made by the Exceptions Processing team.

FIRST NATIONAL CREDIT CARD CENTER, Omaha, NE

Dispute Resolution Analyst December 2001 – December 2007

Responsibilities included:

Resolving credit card billing disputes, utilizing the rules and

regulations of the Visa and MasterCard associations.

Communication with cardholders, merchants and financial

institutions during the resolution process.

Translating incoming Spanish cardholder letters.

Successfully managing a queue of over two hundred files to meet

or exceed department quota of daily processing volume.

Continued………

WACHOVIA BANKCARD SERVICES, Atlanta, GA

Dispute Resolution Analyst February 2000 – December 2001

Responsibilities included:

Resolving credit card billing disputes, utilizing the rules and

regulations of the Visa and MasterCard associations.

Communication with cardholders, merchants and financial

institutions during the resolution process.

Translating Spanish cardholder letters and phone calls.

Successfully managing a queue of over three hundred files.

Senior Credit analyst June 1992 – February 2000

Responsibilities included:

Analyzing consumer credit information for new credit cards,

reissues or limit increases consistent with bank policy, sound

credit practices and federal regulations.

Maintaining daily logs relative to application volumes.

Answering telephone inquiries related to credit decisions made by

the team.

Collector III September 1985 – June 1992

Responsibilities included:

Contacting customers via telephone and in writing in an effort to

collect on delinquent accounts.

Skip Tracing.

Evaluating and assessing consumer credit and financial situations.

Negotiating repayment.

Andrew College, Cuthbert, GA

Education

Associate of Science: Business Administration

AIB courses including: Introduction to Banking

Introduction to Personal Computers

Microsoft Office

Consumer Credit

Courses in Visa and MasterCard Chargebacks

Fluency in Spanish and Dutch.



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