Post Job Free


Sign in

Dispute Resolution Technical Support

Vancouver, BC, Canada
September 28, 2023

Contact this candidate



#Unit **** Flora Vista Condominium

Peacock St. Commonwealth Quezon City

Mobile #: +63-927-*******

Tel. # +632-***-**** local 58217

Career Objective: To reinforce and apply skills and knowledge acquired through years of learning and experience in pursuit of personal development and company growth.

Summary of Qualifications

Work Experience

Banco De Oro Unibank

Senior Chargeback Officer (January 2008 to present)

Team Leader for Mastercard Issuing Business

-Handled resolution of cardholders’ complaints related to credit card usages for VISA, Mastercard, AMEX & JCB Cirrus transactions

-Resolved chargeback cases in compliance with Mastercard International, VISA, AMEX & JCB, International and Cirrus Regulation

-Manages immediate recovery of funds / settlement

-Manages representments within Mastercard, VISA, AMEX & JCB Guidelines

-Manages resolution of Pre-compliance, Compliance, Pre-arbitration and Arbitration Cases for all brands

-Manages resolution of member mediation / collection in goodfaith attempts

-Manages submission of MIS reports on or before deadlines

-Recommends probable action plans based on the report submitted (Mastercard)

-Manages / prepares / updates training modules on Dispute Resolution Program

-Facilitates Dispute Resolution Program for all target participants such as Call Center agents, Fulfillment agents and Collection agents

-Prepares management reports and all reports in compliance with Mastercard

Metrobank Card Corporation

Training Administrator (November 2006 to January 2008)

-Ensure all logistic requirements are complete for all training programs

-Documentation of all training programs (from attendance to managing of participants’ certificates, manuals, etc.)

-Monitor and manage Performance Management Plan for MCC employees

-Prepare and manage all cash advance requests related to training

-Coordinate with training vendors and suppliers for all training needs

-Assist in the Training Needs Analysis of all MCC employees

-Assist in the design and delivery of some training modules

-Develop Training Database through MS Access

-Help in the implementation of Reward & Recognition Program of MCC

Chargeback / Fraud Analyst (July 2002 October 2006)

-Monitor all disputes and resolved them within prescribed time

-Handle all MIS for Dispute Resolution Unit

-Coordinate with cardholders for documentary requirements & clarification of complaints

-Handle all feedback and correspondences for all disputed transactions

-Process chargeback, retrieval request, pre-arbitration, pre-compliance, arbitration and compliance issues of cardholders with disputed transactions.

-Handle representments, good faith and other correspondences with acquiring banks

-Handle fraud provisioning and budgeting

-Handle fraud detection (velocity monitoring & risk finder systems)

-Coordinate with acquiring banks both local and international regarding various disputes

-Coordinate with various merchants regarding disputed transactions of cardholders

-Reconcile chargeback, representments, retrieval float items

-Prepare accounting entries for all chargeback, representments, retrieval request, etc.

-Processe reversals of disputed transactions of MCC cardholders

Merchant Specialist (January 2001 to July 2002)

-Handle payment to merchants for all straight and installment transactions

-Handle and resolved complaints and disputes of cardholders

-Reconcile payments to merchants against account receivables from the cardholders.

-Prepared accounting entries

-Reconcile creditable tax and prepared creditable tax certificates

-Handle utility bills of cardholders (insurance, Meralco, etc.)

-Pay-out of insurance billings to various insurance companies

Far East Bank and Trust Company

Credit Analyst - Loans Department of Cauayan Branch (November 1996 –January 2000)

-Handle loan applications processing from documentary requirements, assist in credit investigation to evaluation

-Assist on loans restructuring on past due accounts

-New accounts clerk and roving teller

Technical Support / Systems Analyst (October 1995 – November 1996)

-Prepare system specifications and analyze need of users

-Provide technical support for various system users

-Handle both software and hardware complaints of users

-Coordinate with various software / hardware service providers

-Handle line activation of lines for ATMS, etc.

-Handle payment of leased lines like PLTD, Piltel, PT&T, etc.

-Handle incident reports preparation for various critical system problems

-Monitor various systems used by the branches (bank deposits, bills payment systems including CARDPAC and ATM related systems)

PNB-Republic Bank (now Maybank) – Pasay Branch (August 1994 – October 1995)

-Act as New accounts clerk, teller and GL/SL reconciler

-Processed loan applications

-Temporary bookkeeper/accountant

Innodata Processing Corporation (from June 1993 to August 1994) – Abstractor / Proofreader


Post Graduate Studies (Masters in Business Administration) – University of Santo Tomas (2000)

Certificate in Teaching Program – Philippine Normal University (1996)

Bachelor of Science in Computer & Information Technology – Saint Paul University (1993)

Trainings Attended

Chargeback, Arbitration & Compliance - Y2017

oChargeback Processing, Arbitration

and Compliance Workshop Y2013 - Mastercard International

oCustomer Service Program - Banco De Oro

oTelephone Skills Training Program – Metrobank Card Corporation

oService Champion Workshop – Metrobank Corporation

oBusiness Communications – Metrobank Card Corporation

oTrainer’s Development Program – Metrobank Card Corporation

oPresentation Skills Workshop – Metrobank Card Corporation

oDisputes Handling Program – Metrobank Card Corporation

oSignature Verifixation - PNP Crame

oCollections Skills Workshop - Metrobank Card Corporation

oVISA Asia Pacific Introduction to Chargeback Workshop (via E-Learning) – VISA Business School

oVISA Asia Pacific Chargeback Workshop – VISA Business School

oMastercard Re-Engineering - Mastercard Business School

oAnti-Money Laundering Act – Metrobank Card Corporation

oFraud Awareness - Metrobank Card Corporation

oSupervisory Training Program – Metrobank Card Corporation

oRED & Dispute Management System Training - VISA International

oMicrosoft Excel - STI

oAdvanced Excel - Informatics

oPC Troubleshooting – Far East Bank & Trust Company

oMicrosoft (Excel, MS Word, Powerpoint) - Sponsored by Philippine National Bank

oVisual Basic Programming, COBOL Programming

oDOA operations (UNIX)

oBuilding Personal Relations – Far East Bank & Trust Company

oPersonality Development – Far East Bank & Trust Company

oAccounting Basics - PNB Republic Bank

Special Skills

Programming, Systems Analysis, Management Information System, Accounting, Chargeback, Facilitating Training Modules

Personnel Handling

Peer Counseling

Office Management / Administration (Filing, etc)

Developing Training Modules, TNA & FGD

Proficient in English and Tagalog. Ability to communicate well.


Jennifer D \. Estacio

Chargeback Retreival Team

Banco De Oro – CLG Operations

Tel. # 632-***-**** local 58188

Coelyn L. Goco

Dispute Resolution Manager

Dispute Resolution Unit

Metrobank Card Corporation

Tel. # 632-***-**** / 898-7406

Contact this candidate