Chargebacks & Disputes, Customer Care, Financial Advisor

– Handling the whole Dispute process in Visa and Mastercard, for over 50 financial institutions all around the world, according to the specific rules of each Business Region.
– Investigating transactions, reviewing documents, providing feedback, escalating cases to Pre-arbitration and Arbitration.
– Advising clients based on the transactions logs to ensure successful processes.
– Processing single and massive disputes, being the greater one for 250000 transactions, with less than 0.05% error margin.
– Responsible for determining liability for massive dispute processing, having secured 54 million for my company in one single process last year.
– Analyzing patterns, investigating, and reporting unusual transactions, having discovered 2 internal frauds in a financial institution.
– Advising in card settings to prevent further fraudulent transactions.

Specialized in Visa Disputes, Smart Disputes, Amex Disputes, Mortgage, Scotia Plan Loan, Scotia Dealer Advantage, Revolving Credit, Bank Card Security Afterhours, Day to Day Banking, Branch Assistance, Mobile Wallet, Borrowing, Enterprise Complaint Management Certified.
Gold Level in APM.
– Assistance to CCA during live call with knowledge and procedure.
– Escalations from customers, authority to solve complaints, apply adjustments and grant
compensations with level 6 (50K cad per client).
– Design and execute knowledge boosts according to site requirements.
– Review and update of procedure written resources.
– Administrative functions such as Acting Supervisor, Coaching, call reviews, administrative
control, and leadership for teams up to 20 members, tailored performance enhancing programs for bottom performers since August 2020.
– Supervising and training newcomers.
– Floor control.

Agent for Charter Communications / Spectrum.
– Inbound calls in English and Spanish.
– Account openings.
– Adress registration for new constructions.
– Billing clarification.
– Soft collections.
– Closing rate above 66% consistent.
– Review and enhancement of sales, closing and tech visit script.