Senior Contact Center Representative Resume Example

Chargeback Department

• Advise Fiserv Merchant customers regarding Chargebacks (transaction dispute filed against Merchant).
• Assist Merchant with how to respond with rebuttal and transaction documents to represent back to Issuing Bank in hopes to resolve issue in Merchants favor.
• Educate Merchant in Credit Card Network guidelines for best practices when accepting credit and debit card payments to prevent future Chargebacks.
• Adhere to Company and Client quality requirements to provide best customer service possible and resolve customer issues effectively.
• Maintain positive and professional work environment with Fiserv Colleagues and other agencies to achieve best solutions for customers' needs and issues.
• Engaged in continuous learning and development opportunities to promote continued performance improvement.
• Work secondary product, Card Activation, assisting cardholders activate new credit and debit cards and provide Issuer contacts as needed.

Money Network Card Services (United States Treasury Stimulus payments)

• Assist cardholders with activating, blocking and ordering new cards and offer further assistance with cardholder issues and direct them toward appropriate department to assist.

Card Services

• Currently working in Card Services to assist cardholders for many Financial Institutions as Analyst in Fraud Prevention Department.
• Review potentially fraudulent transactions made with cardholder's credit and debit cards to confirm if fraud has occurred to protect account.
• Order new cards for cardholders if needed and direct them how to dispute transaction if necessary.
• Offer further assistance with cardholder issues and direct them toward appropriate department to assist.
• Tracking any complaints that are expressed by cardholder to allow Financial Institution opportunity to resolve issues and improve cardholder experience.
• Advise cardholders best practices to help prevent credit card fraud.