Alexandria Robinson

Processed incoming fraud/non-fraud disputes within PSCU dispute platform, leveraging knowledge of Card Association

Guidelines and timeframes

Reviewed electronic documentation from various sources to code transactions as fraud/non-fraud disputes within PSCU

processing platform

Handled all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations

Sent written communication to members and credit unions to provide case status or retrieve additional information

Identified matching authorization and validated transaction type within various PSCU systems based on knowledge of

Card Association Guidelines

Created freeform letters on behalf of the credit union to update members on current status of disputes

Monitored and troubleshot daily workflow, making recommendations to management based on volume and trends

Ensured compliance with federal and state regulations in resolving issues

Conduct investigations of complex cross-channel fraud events or suspicious activity via detailed analysis of daily business records and ad-hoc risk assessments. Recommend and execute preventive actions resulting from those investigations
Maintain current working knowledge of all Velera offered products and service applications including its key functions, risk management options, and associated reports. Recommend reports which meet daily client needs and work with internal analytic teams to generate customized reporting options for the benefit of individual/all EFS financial institutions or where appropriate
Coordinate and monitor open risk management service tickets, inquiries and projects to ensure response timeliness, accuracy, and quality. Internally raise partner concerns to appropriate service team employees, and upper management, verbally and/or via Velera’s internal ticketing process. Ensure that all questions/inquires/issues from the financial institutions are recorded and tracked through resolution following defined process with the appropriate resolution comments
Maintain extensive knowledge of all fraud and risk applications and systems both internal to Velera and external (within financial institutions and industry)

Analyzed and resolved cardholder disputes within department and association guidelines/timeframes

Applied critical thinking skills to identify and resolve inquiries originating from members and credit unions daily

Handled volume, work queues, and reassigned or escalated cases where appropriate to maintain departmental and

contractual SLA's

Made outbound calls to members and credit unions to resolve cases, verifying and requesting information about

disputes

Provided professional written and verbal responses to external customers

Maintained knowledge of association and regulatory rules to assist in dispute resolution

Investigate fraud and non fraud claims