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Risk Management Call Center/Chargeback Specialist I Resume Example

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RISK MANAGEMENT CALL CENTER/CHARGEBACK SPECIALIST I
Professional Summary
Skilled and personable Accounting/Customer Service professional with 15 plus years' experience. Providing a dependable and consistent range of customer service with a full range of administrative support. Work directly with business owners and comptrollers. Process advances and pay downs for multi-million dollar companies. Respond timely and efficiently to customers via e-mail or phone.
Core Qualifications
Microsoft Office (Word, Excel, and Outlook) and some PowerPoint. Capable of managing complex, multiline phone system and typing 70 wpm with superior accuracy.
Experience
Risk Management Call Center/Chargeback Specialist I
April 2013 to Current TSYS － Columbus, GA
  • Research and process disputed cardholder transactions that are received in writing from cardholders and merchant customers.
  • Handle several aspects of the dispute process while ensuring compliance with VISA/MasterCard/AMEX and Federal regulations.
  • Monitor disputed transactions for possible fraudulent activity.
  • Maintain accurate and complete documentation of every phase of the dispute process.
  • Call Center environment with quality and productivity levels to be reached each day.
Support Staff Specialist
October 2012 to April 2013 Ken Currie, State Farm Insurance － Phenix City, AL
  • Greeted visitors and walk-in customers.
  • Answered questions or directed customers to appropriate personnel.
  • Answered multi-line telephone system, screened calls, took messages or directed callers to proper team members.
  • Received and posted insurance premiums into database from walk-in customers or over the phone.
  • Performed general clerical functions such as copying, faxing, and data entry.
  • Balancing of cash drawer at the end of each work day.
Claims Data Entry Specialist
September 2011 to October 2012 AFLAC thru Randstad Temp. Agency － Columbus, GA
  • Reviewed dependent daycare and unreimbursed medical claims in accordance with Section 125 IRS Regulations.
  • Entered claims into database for processing of payment.
  • Routed cancer claims or other claims to the appropriate departments.
  • Production environment with a daily number of transactions required and an accuracy percentage required.
Collateral Analyst
July 2005 to June 2011 Synovus Financial Corporation － Columbus, GA
  • Reviewed, analyzed, and reconciled the Borrowing Base Certificate (BBC) and supporting documentation, processing of advances, collection and collateral update.
  • Input collateral information into the Asset Based Lending system to determine daily collateral position and borrowing availability of customer.
  • Prepared reports used by Sr.
  • Management for the purpose of lending decisions and credit risk review.
  • Provided customer service and corresponded regularly with clients regarding specific financial needs, reporting issues, and covenant compliance.
Service Representative
August 2001 to May 2004 Southland Academy － Americus, GA
  • Posted force placed insurance premiums for all 38 affiliate Synovus banks.
  • Reconciled general ledgers.
  • Verified and documented all insurance tracking issues through two separate programs.
  • Worked with internal and external customers to resolve issues.
  • Cleared exceptions on flood/ hazard insurance through Lender Workbench and TriStar third party software applications.
  • Prepared excel spreadsheets to report all monthly data and submitted to management for approval to release checks to third party vendors.
  • Assistant for 4K and 5K Provided instructional and clerical support for classroom teacher.
  • Set up equipment and prepared materials for instruction.
  • Tutored and assisted children in learning classroom material.
  • Reviewing and reinforcing class lessons.
  • Graded papers, checked homework, and duplicated materials.
Cash Management Specialist
December 1996 to August 1999 CB&T － Columbus, GA
  • Contact/Support person for commercial customers.
  • Responsible for handling calls for VP and AVP of the department.
  • Handled customer's cash management services to include: cash sweep, lockbox, loc, balance reporting, account recon, ZBA accounts, wire transfers, ACH transactions, and direct deposits.
  • Handling and setting up new customers which included producing contracts, verifying appropriate signatures and opening new files.
  • Managed calendar upkeep and meeting coordination set up for VP and AVP of the department.
  • Performed research, gathered data, produced reports, and independently composed memos.
  • Worked independently with little supervision when VP and AVP were out of the office.
Senior Auditor/Sr. Claims Specialist/Dept. Secretary
September 1990 to December 1996 AFLAC － Columbus, GA
  • Posted payments; processed direct deposit requests for customers.
  • Balanced and reconciled the Maxxus banking software for each customer.
  • Direct contact representative with bank.
  • Acted as department's liaison with the Financial Control Dept.
  • Responsible for auditing of all Flex One group and individual files to ensure eligibility of claims in accordance with IRS Regulations.
  • Auditing of all fee income accounts and banking software.
  • Back-up for Staff Accountant and Accounting Supervisor in case of absence.
  • Answered all incoming phone calls on a 800 line from AFLAC Associates and Policyholders.
  • Typed letters, memos, etc.
  • for the department manager and supervisors.
  • Coordinated meetings for the Department Manager.
Education
Diploma Carver High School Columbus State University － Columbus Phenix City, GA AL
Business Communication, Business Math, Course Completed: World History Introduction to Business and Technical Writing
Work History
Benefit Services Dept.
Asset Based Lending Dept.
Loan Operations Dept.
Cash Management Dept.
One Dept.
Skills
Accounting, Accountant, Auditing, Back-up, balance, banking, Business Communication, Call Center, cancer, cash management, clerical, contracts, copying, credit risk, clients, customer service, data entry, database, documentation, faxing, financial, Financial Control, instruction, insurance, letters, managing, materials, Math, meetings, excel spreadsheets, Excel, Microsoft Office, office, Outlook, PowerPoint, Word, multi-line telephone, personnel, phone system, producing, quality, reporting, Research, Supervisor, supervision, teacher, Technical Writing, phone, typing 70 wpm, Workbench
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Resume Overview

Companies Worked For:

  • TSYS
  • Ken Currie, State Farm Insurance
  • AFLAC thru Randstad Temp. Agency
  • Synovus Financial Corporation
  • Southland Academy
  • CB&T
  • AFLAC
  • Benefit Services Dept.
  • Asset Based Lending Dept.
  • Loan Operations Dept.
  • Cash Management Dept.
  • One Dept.

School Attended

  • Carver High School Columbus State University

Job Titles Held:

  • Risk Management Call Center/Chargeback Specialist I
  • Support Staff Specialist
  • Claims Data Entry Specialist
  • Collateral Analyst
  • Service Representative
  • Cash Management Specialist
  • Senior Auditor/Sr. Claims Specialist/Dept. Secretary

Degrees

  • Diploma
    Business Communication, Business Math, Course Completed: World History Introduction to Business and Technical Writing

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