Customer Service Debit Card

Jason M. Irving

Antioch, CA *****

Phone: 510-***-**** email: *********@*****.***

SUMMARY

Versatile, dedicated administrative professional with experience in a variety of back office banking hands on and leadership roles in fraud detection and ATM operations and customer service. Strong ability to organize work for efficient execution and to follow through on details and exercise good judgment to complete projects with excellent results.

Work Experience

First Republic Bank San Francisco, CA 2018-present

Card Specialist

My current duties

Responding to ATM/Debit Card inquiries, disputes, and monetary adjustments using Card Services and Visa systems in addition to our core banking system.

Preparing, researching, and/or reviewing ATM and Visa Debit card claims ensuring all disputes are processed in compliance with First Republic Bank’s policies and procedures using Visa network dispute resolution rules and regulations. Prepares cardholder dispute status notification letters.

Handling outbound and inbound fraud detection calls to protect clients against fraud. Reviews, identifies, and verifies suspicious transactions with clients while effectively listening, connecting, and empathizing with clients who are victims of fraud.

Provides support to Preferred Banking Offices and Diebold technicians in response to ATMs, Cash Dispensing Units, and Entrust Instant Issue card equipment faults.

Meets internal/external service level standards of 5% or less abandoned call ratio and 30-second or less/average speed to answer call.

Training new team member on the ATM groups phone procedures and daily process’s

Blackhawk Network Pleasanton, CA

Fraud Risk Analyst II

2014-2018

Responsible for setting up, investigating and resolving customer’s gift card disputes by researching and probing cardholders and merchants for information.

Applied VISA and MasterCard regulation requirements on a situational basis in pursuing claims.

Worked globally with the offshore disputes team on the dispute process, performed quality control and identified training opportunities with management.

Identified and communicated opportunities for process improvement.

Wells Fargo Bank San Leandro, CA 2013-2014

ATM Analyst

Responsible for day to day testing of ATM software upgrades. Stress testing for security faults.

Also responsible for recording and reporting findings from assigned tests and projects, Monitoring and controlling test plastics. Upgraded and repaired ATM’s as needed.

First Republic Bank San Francisco, CA 2010-2012

ATM Analyst

Responsible for a variety of day-to-day operations in the ATM Department, including processing Reg E claims, Cash Controls (Ordering), and monitoring potential fraudulent ATM card activity. Provided overall support to branches for ATM, Cash Dispense Units and Magtek Operations, Enfact cases, Handling incoming calls, ATM Pull request, Reconciliation, Month End Reports, Service calls (ATM, CDU).

Provided technical support to Preferred Banking Offices and Diebold technicians in regards to ATMs, Cash Dispensing Units, and Magtek equipment.

Performed on-site mechanical and software troubleshooting of ATMS to maintain up-time.

Reviewed transaction histories, and monitored Off-site ATMs to uncover issues.

Investigated potential fraudulent ATM card activity using eNfact reporting,

Balanced and settled of ATM/Network daily.

Reconciled general ledgers and performed Cash control (Cash orders),

Log and/or destroy returned ATM/Debit cards.

Other responsibilities: Prepare research and/or audit client Regulation E Claims ensuring all disputes fall within FDIC, First Republic, and Visa rules and regulations, Process Visa merchant chargebacks and exhibits, Create cardholder notification letters.

Washington Mutual/ JPMorgan Bank San Francisco, CA 1999-2009

Dispute Team Lead, 1/2007 – 10/2009

Dispute Representative II, 1/2003 – 4/2006

Dispute Representative I, 11/1999 - 2003

Responsible for identifying, setting up, investigating and resolving customer’s credit card disputes by researching and probing cardholders and merchants for information.

Applied VISA and MasterCard regulation requirements on a situational basis in pursuing claims.

Processed daily inventory reports and delegated work to team members.

Assisted with system testing and trained new employees on the dispute case set up process.

Worked globally with the offshore disputes team on the dispute process, performed quality control and identified training opportunities with management.

Continuously exceeded monthly production and quality goals while assisting team members with dispute questions.

Assisted in writing department procedures for the dispute and fraud case process.

Identified and communicated opportunities for process improvement.

OTHER RELEVANT EXPERIENCE

Gained valuable work experience through a variety of roles such as:

School Custodian in the Hayward Unified School District

Security officer

Package handler and tug driver for UPS/Oakland Airport

EDUCATION

Heald College, Concord, CA Concentration Information technology,with an emphasis on security.

LHH, Walnut creek, CA Completed 4 week job transition course March 7th 2013

REFERENCES

Christine Raphael phone # 510-***-****

John Gray phone # 209-***-****

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