Service Representative Processing Specialist

Resume

Career Objectives

My goal is to flourish in a career with your company, which will allow me to use my strong leadership and analytic skills. I want more than just a job. I do not just want to simply get the work done so I can go home. Instead, I want a career with a company that will recognize my abilities and help me develop them even further.

Professional Experience

Fiserv – Omaha, NE

Fraud Investigations/Senior Processing Specialist – 02/2019 to present

Responsible for the time sensitive processing of fraudulent cases based on both banking and the various credit card associations', regulatory guidelines, and client requirements. Researched and conducted investigations on fraud claims. Then, if necessary, processed the chargebacks, good-faith, and pre-arbitrary and arbitrary processes on fraudulent transactions. Specialized in processing and regulations for American Express, Visa, and MasterCard. Completed cases following rules and procedures in accordance with various regulations (with an emphasis on Regulation E).

Fraud Detection/ Back-up Team Lead – 11/2016 to 02/2019

Reviewed transactions to identify any suspicious or fraudulent transactions within the merchant process and identifying any cautionary red flags that arise. Processed incoming and outgoing calls (requiring deviation processing), monitored information systems to accurately detect fraudulent behavior. Performed in depth risk-based reviews on transaction monitoring cases, to analyze trends and mitigate risks with clear and concise narrative. As a team lead, managed workflow through distribution of manual case assignment, handling escalation and queries, and managing service levels.

West at Home – Omaha, NE

Customer Service Representative – 01/2012 to 02/2015

Recommended merchandise to customers based upon their needs while informing them about sales and promotions in a friendly and engaging manner. Also extended customers’ subscriptions, utilizing discounts and promotional offers to ensure high customer retention rates.

Core Qualifications

Strong experience with Visa, MasterCard, and American Express

Detail orientated with a logical and analytical mind.

Familiar with EFT’s

Understanding of Risk Management

Conflict resolution proficiency

Employee relations specialist

Knowledgeable in Regulation E guidelines and procedures

Keen problem-solving ability

Proficient at troubleshooting

Strong Leadership

Knowledgeable of card scheme rules & regulations

Additional Information

I would like for you to know that I am a friendly, outgoing, and intelligent worker. I take pride in my work and am happy to perform tasks that are given to me, but I am not afraid to tactfully make suggestions when something could be improved to increase productivity. Additional job history and references available upon request.

Bonnie M. O’Malley

C: 402-***-****

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

Bonnie M. O’Malley

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