Shannon Rivers

Handle Dispute Investigations in debit and/or credit card

• Keen attention to detail & risk identification
• Basic knowledge of Banking Industry & Regulatory Environment within depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA
• Working knowledge of credit and debit card processes, terminology and software
• Familiarity with chargeback lifecycle including in depth knowledge of EMV mandate and liability determinations for fraud events
• Experience analyzing/investigating banking transactional activities and consumer behavior
• Performed transaction reviews to identify fraudulent activity for signature, POS and PIN based claims
• Experience with Card Network systems
• Visa Resolve Online (VOL), Visa Claims Resolution (VCR) or systems
• Familiar with Pega Systems or similar workflow tools
• Ability to articulate research findings to document that is reasonable investigation has been conduct .
• Adaptability to learn new processes, concepts skills and eye for detail. Reviewing over 100 transaction disputes daily.

• Contact new and existing members in regards to their insurance plan making sure members are maximizing their benefits within their plan
• Go over medications for cost savings and benefits
• Go over plan information and stages of a plan and educate the member
• Assist members with refills, payments, transfer to proper department
• Set up and activated customer accounts to maintain QA satisfaction levels
• Evaluated customer account information to assess current issues and determine potential solutions
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor
• Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.

• Kept detailed track of order inventories and verified timing and specifications of additional orders based on known customer preferences
• Inspected outgoing packages and documents to verify conformance to customer order requirements and requests
• Demonstrated self-reliance by meeting and exceeding workflow needs
• Leveraged information to input and compile data gathered from various sources
• Inspect items and make sure customer either receive refund or Change in size of product
• Maintain product knowledge and to meet required production on daily basis.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Posted room charges such as food, liquor and telephone calls based on individual customer actions
• Responded to inquiries and room requests made online, by phone or email
• Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement
• Transmitted information or documents to customers, using computer, mail or facsimile machine
• Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety
• Checked and secured building areas during off-hours to prevent entry by unauthorized individuals
• Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues
• Tracked office expenditures and managed office contracts, keeping meticulous records on all transactions
• Balanced accounts and conducted nightly audits to keep bookkeeping current
• Collaborated with housekeeping and maintenance staff to address and mitigate facility issues
• Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities
• Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
• Resolved customer problems and complaints.
• Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
• Monitored and screened visitors to verify accessibility to inter-office personnel.
• Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.

• Handled payment processing duties and provided customers with receipts and proper bills and change
• Met needs of walk-in customers by staying up-to-date on room availability and current promotions
• Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety
• Processed payments, issued bills and kept drawers accurate to meet financial targets
• Investigated and independently resolved all customer complaints to boost satisfaction
• Maintained clean and presentable reception area to maintain professional business reputation.

• Corresponded with applicable tax departments regarding customer requirements and issues
• Collected detailed information and required paperwork from clients to complete tax returns
• Produced work papers and lead sheets, tax projects and payment estimations
• To help client with debt with the IRS to offer Debt Consolidation
• Determined if client can qualify for debt programs or relieve the consolidation
• Helped clients integrate new tax software with accounting software
• Finalized and processed paperwork with local, state and federal government authorities
• Liaised between clients and tax authorities such as IRS representatives
• Responded to state and federal tax notices by preparing written responses or tax return amendments.
• Coordinated with auditors during examinations, ensuring smooth communication and resolution of any issues identified.
• Assisted clients in reducing their tax liabilities through comprehensive tax planning and analysis.