Felicia Rivas
Phoenix,AZ
Summary
Seasoned Dispute Analyst with background in effectively managing and resolving complex financial disputes. Strengths include adept problem-solving abilities, impeccable attention to detail, and proven expertise in negotiation. Notable contributions include streamlining dispute resolution processes and fostering beneficial client relationships through strategic communication and conflict management skills.
Overview
6
6
years of professional experience
Work History
Sr. Dispute Support
Visa, Inc.
Miami, FL
09.2018 - Current
- Responsible for knowledge of all advanced aspects of the cardholder transaction dispute cycle including chargebacks, adjustments, representments, pre-arbitration and pre-compliance, arbitration, and compliance
- Analyze claimant transaction history, online data, and leveraging knowledge of industry fraud trends to determine if claim is valid or fraudulent
- Review evidence or cases presented and leveraging networks (Visa, mastercard, Regional Networks, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery
- Assess claimant eligibility of access to affected funds during the dispute recovery process in accordance with US consumer laws if applicable
- Utilize network dispute process to attempt recovery on behalf of Visa DAS clients, ensuring that disputes are submitted in accordance with network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met
- Collaborate with associated analysts when disputes are challenged by the opposing party via representment, to review the new evidence to assess its validity and resolve the claim or counter challenge the representment through Visa's pre-arbitration, pre-compliance, arbitration, or compliance process or pass dispute to DAS client for decision
- Process all complex dispute types and reason codes
- Work and balance incoming/outgoing disputes with VISA DPS settlement and network financial general ledger
- Responsible for responding to Financial Institutions inquiries via phone and email regarding DPS and VDMS supported client dispute processing
- Act as liaison for the client, provide dispute processing guidance, up-training and best practice solutions in order to mitigate losses to Visa and the client
- Provide proactive operational support to ensure that both the client and Visa are operating in the most effective and cost-efficient manner while managing costs and increasing overall dispute processing performance, including compliance with Visa International Operating Regulations and Regulation E regarding dispute processing
- Identify and analyze processing problems with customer impacts, and communicate ongoing situation status to processing teams
- Investigated discrepancies between customers' accounts and records.
- Updated customer accounts with relevant dispute information as needed.
- Generated reports on dispute status, disputed items, and resolutions.
- Assisted in developing best practices for handling disputes efficiently and effectively.
- Analyzed transactions for potential fraud or errors.
- Assisted in the development of dispute resolution procedures and policies.
- Processed credit card refunds within established timelines.
- Researched account information to determine if dispute is valid.
- Ensured compliance with applicable laws, regulations, policies and procedures when resolving disputes.
- Developed strategies to resolve disputes in a timely manner.
- Reviewed customer inquiries and complaints to identify potential disputes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized various software and tools to streamline processes and optimize performance.
- Updated and maintained databases with current information.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
Education
Business Analytics - Spreadsheet Modeling, Business Analytics, Harvesting Spreadsheet Data, Visualizing and Communicating Insights in Excel, Making Predictions and Forecasts with Data and using Prescriptive Analytics in Excel
Cornell University
Ithaca, NY06.2024
Software Applications Specialist - Microsoft Applications
CEI - Career Education Institute
Henderson, NV03.2002
Skills
- Microsoft Office Proficiency
- Specialized Knowledge
- Visa's International Operating Regulations
- Network Operating Guidelines
- Knowledge of Federal Regulations E and Z
- Strong Organizational Abilities
- Analytical Problem Solving
- Self-Directed Decision Making
- Strategic Task Prioritization
- Effective Time Management
- Effective Verbal Communication
- Effective Written Communication
- Collaborative Teamwork
- Active listening
Languages
English
References
References available upon request.
Timeline
Sr. Dispute Support
Visa, Inc.
09.2018 - Current
Business Analytics - Spreadsheet Modeling, Business Analytics, Harvesting Spreadsheet Data, Visualizing and Communicating Insights in Excel, Making Predictions and Forecasts with Data and using Prescriptive Analytics in Excel
Cornell University
Software Applications Specialist - Microsoft Applications
CEI - Career Education Institute
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