Teresa R. Rains

Council Bluffs Ia. *****

Professional Skills

Communicate effectively by phone and in writing

Respond to internal and external escalations effectively

Build relationships with customers and members by thoroughly reviewing and investigating accounts, chargeback claims, and related situations

Provide education and answering questions on all chargeback cases, department policies, and procedures to customers quickly and efficiently to better serve internal and external customers

Maintain high quality work, consistency and confidentiality.

Communicate and provide feedback to supervisors and management regarding customer issues.

Participate in change management projects testing release features and reporting system issues relating to change management

Participate in special projects and confident in corresponding via email and telephone with both internal and external customers in resolving issues

Accomplishments

Participate in enhanced outbound calling pilot

Encourage teammates

Gather information to ensure success

Increase process improvements within chargeback department

Proactively provide ideas on future projects and goals

Exceed company benchmarks for performance evaluations throughout career

Employment History

PayPal – 402-***-****

Chargeback Agent - 7/2003 – 6/2017

Investigate and resolve chargeback dispute issues initiated by both seller’s and buyer’s

Effectively communicate with internal and external customers via the telephone and written communications to resolve dispute/claims.

Make out bound calls to customer’s and acquiring banks for dispute investigation

Review PayPal accounts and information for fraud activity

Use discretionary decision making on customer accounts to minimize or prevent loss

Apply debits, credits and limitations on accounts

Report to management team daily on fraud or account issues

Maintain, exceed production and quality expectations

Sought education and learned various credit card processors: Visa, MC, Discover, Amex, and Chase

Possess knowledge in the dispute process for all credit card issuing companies.

Implement and understand Visa/MasterCard chargeback rules and regulations in order to enhance customer experience to effectively dispute on behalf of customers

Research and compile customer information and documents to proceed in filing Chargeback claims.

Mutual of Omaha - 402-***-****

Group Insurance Enrollment Clerk - 1997 – 4/2003

Process insurance enrollment forms

Process incoming faxes and emails

In bound / out bound calls

Data entry

Form filing