Ebony Young
Sanford,FL
Summary
To obtain a challenging and long-term career in the Financial Service Industry that will leverage my professional banking experience, leadership skills, and interpersonal skills effectively for organizational growth.
Overview
24
24
years of professional experience
Work History
Sr, Risk Analyst
Fiserv
01.2020 - Current
- Provide direct support of Fiserv clients’ card portfolio (debit, credit, prepaid) from a risk management consultative perspective to ensure optimal program performance and minimal fraud loss to basis points
- Conduct daily detailed analysis of transactional data from Falcon Fraud monitoring systems to identify fraud trends and aggressively develop comprehensive robust proactive mitigation strategy recommendations in accordance with clients’ risk tolerance
- Respond to financial institutions’ inquiries and provide real-time resolutions as it relates to credit and debit card transaction analysis, industry fraud trends, risk mitigation strategies, federal regulations, and Fiserv operating systems
- Develop Presentations, product demonstrations, or whiteboard sessions on monthly reports, and annual assessments with each institution/client.
Sr Chargeback Analyst II
Fiserv
01.2016 - Current
- Act as the primary Chargeback contact to provide support of Fiserv clients’ card portfolio chargeback programs
- Preforms analysis and chargeback input for a queue of clients: review and process dispute/fraud claims in a timely and accurate manner in support
- Effectively communicate appropriate dispute resolution processing for Visa/MasterCard network chargeback life cycle, multiple adjustment networks for Issuer and Acquirer disputes
- Respond to client escalations and resolve complex internal/external client concerns related to chargeback lifecycle in compliance with network timeframes and federal regulations.
Client Advocate II
JP Morgan Chase
01.2011 - 01.2016
- Provide the highest level of customer service to ensure first call resolution and client loyalty
- Recognized as Division Quarterly Top Performer for meeting /exceeding established business goals and Key Performance Indicators
- Responsible for functions related to detection and prevention of fraudulent activity including review of new accounts, suspicious client transactions, check and deposit fraud, card fraud, online fraud, and EFT billing disputes
- Performed account research and responded to complex client concerns related to clearing, reconciling, Electronic Funds Transfer, Federal Regulation E, and JP Morgan Chase operating systems and policies.
Supervisor
Convergys Corporation
01.2000 - 01.2011
- Managed daily operations for team/center and supervised up to 21 consultants
- Ensured client service levels were met by managing team’s attendance, non-billable time, and schedule adherence and compliance
- Coached and developed consultants on daily basis to improve performance metrics and to ensure program goals are met/exceeded
- Performed Bi-annual and annual performance appraisals for each consultant
- Facilitated weekly meetings and One on Ones to disseminate program updates and provide status of team goals and achievements
- Acclimated new hires by delivering welcome packet of information, setting goals and expectations then providing follow ups on a weekly basis
- Resolved escalated calls from internal and external customers
- Work closely with Product Management and Technology Operations teams to monitor and evaluate fraud platforms’ data integrity and make recommendations for enhancements and regular application maintenance.
Education
College Prep Diploma -
GA, Valdosta State University
Valdosta, GA2001
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Lowndes High School
Valdosta, GA1996
Skills
- Other related skills
- Proficient in MS Word
- MS PowerPoint
- Internet browsing: Internet Explorer and Netscape Navigator
- Lotus Notes
- ACD
- IVR
- IEX
- And Meridian Max
Timeline
Sr, Risk Analyst
Fiserv
01.2020 - Current
Sr Chargeback Analyst II
Fiserv
01.2016 - Current
Client Advocate II
JP Morgan Chase
01.2011 - 01.2016
Supervisor
Convergys Corporation
01.2000 - 01.2011
College Prep Diploma -
GA, Valdosta State University
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Lowndes High School
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