Dispute Resolution officer

• Jul 2022 - Present

Reconciliation, settlement and Chargeback Analyst

• Dec 2019 - Jul 2022

-Utilized strong, solid knowledge of internal systems, analysis, research, and contracted compliance to resolve complex contract and chargeback issues.-Facilitated financial reconciliation of pricing and contracted discrepancies, day-to-day account support for customer.-Contact merchants by phone and in writing regarding return mail, and proper documentation regarding chargeback.-Responded to all incoming and outgoing good-faith collections cases to acquiring Banks on behalf of the merchant-Responsible for a timely communication and resolution of all discrepancies related to assigned customers such as resolving, matching, and clearing any and all aged chargeback itemsVerve, Visa and Master Card Chargeback/Dispute Resolution Officer.|| Resolving Both Remote-On-Us, Not-ON-Us and On-Us- Logging of claims against the acquiring bank and process the reversal swiftly back to customer’s account.|| Resolving All Card types (Verve, Visa, MasterCard) On the Required Third-Party Portals (Extra switch, Master connect) ATM/POS/WEB Transaction|| Processing Local and International Chargeback within the Approved SLA To Ensure The Banks Positions Are Fully Regularized In Line with PCIDSS Requirements.|| Engaging the Acquiring Banks for Transaction That has exceeded the approved Timeline by Applying Chargeback Terms (Good faith and Arbitration) etc.|| Settlement Of All Failed In-house Card Scheme On-Us, Not-On-Us and Remote-On-Us (Issuing || Resolving USSD and Bill Payment Transactions (Top-up, Flight Payment, Cable TV) etc|| Training Of Team Members On All Dispute Processes To Ensure Continuous Smooth and Efficient Workflow In Line with Business Continuity.|| Performs Quality Assurance Review On Processed To Ensure Accuracy, Manage and Reduce Risks Associated with Dispute Failures.|| Proactive Resolving Customer's Request Via Customer Relationship Management Portal (CRM), Dynamics, Service Desk, Mails To Ensure Customer Issues are Resolved within Agreed SLA.

Customer Support Specialist

• 2017 - Jun 2022

-Complete • Provide excellent customer service to internal and external clients to positively affect company standards of service• Negotiate the resolution of disputed card transaction between cardholders and merchants.• Trained and mentored top Customer service agent and staff.• Support the customer experience lead in driving and implementing the customer experience strategy for the company• Initiate contact between customers and acquiring bank on dispense related issues such Failed Fund Transfer, Partial Dispense and Full Dispense which includes ATM/Online Payment.• Work with Dispute Resolution Analysts to take steps to prevent correctable Issues from recurring.• Implemented ambitious Customer satisfaction goals and better enabled Customer service staff members to effectively meet them.• Negotiate the resolution of disputed card transaction between cardholders and merchants.• Trained and mentored top Customer service agent and staff.• Support the customer experience lead in driving and implementing the customer experience strategy for the company• Initiate contact between customers and acquiring bank on dispense related issues such Failed Fund Transfer, Partial Dispense and Full Dispense which includes ATM/Online Payment.• Work with Dispute Resolution Analysts to take steps to prevent correctable Issues from recurring.• Implemented ambitious Customer satisfaction goals and better enabled Customer service staff members to effectively meet them.Experience as a Customer Support Specialist or similar CS roleFamiliarity with our industry is a plusExperience using help desk software and remote support tools an closing tickets

Customer Support Officer(Eproduct Operation)

• May 2017 - Nov 2021

Customer Service Representative

• 2014 - 2017

Customer Service rep (Data entry)

• 2013 - 2013