Jennifer Afton
Kalamazoo
Summary
Credit card dispute analyst specializing in resolving disputed credit card transaction disputes through thorough investigations of billing inaccuracies, and issues concerning products and services. Expertise in data analysis and compliance with regulatory standards, ensuring accurate assessment of claims and effective communication with all involved parties. Proven ability to identify trends, manage cases efficiently, and deliver timely resolutions while maintaining high volume of standards of customer service in transacton disputes.
Overview
25
25
years of professional experience
Work History
Non-Fraud Credit Card Disputes Analyst
PNC Bank
Kalamazoo
02.2021 - Current
- Resolve customer disputes by investigating billing inaccuracies. Issues with goods and services, and analyzing transaction discrepancies.
- Validate claims through careful documentation review and thorough analysis of transaction records.
- Utilize dispute management software for effective tracking and management of cases.
- Engage directly with customers to address concerns and update them on the status of disputes.
- Identify trends in disputes, offering actionable suggestions for process optimization.
- Document all dispute-related activities accurately to fulfill audit requirements.
- Ensure compliance with relevant laws and regulations during the dispute resolution process.
Credit Card Customer Specialist
PNC Bank
Kalamazoo
02.2020 - 02.2021
- Primary point of contact for consumer credit card accounts.
- Assist customers with credit card account management, payments, transaction disputes, and service recommendations.
- Ensure customer satisfaction and provide professional customer support.
- Cardholder liaison with related PNC departments.
- Meet performance standards of average handle time, first call resolution, and schedule adherence.
Donor Care Specialist
Versiti Blood Center of Michigan
Portage
10.2019 - 12.2019
- Transport of equipment, supplies, and staff to and from mobile sites.
- Setting up and tearing down of mobile blood drives, registering, screening/mini physicals, and drawing blood products.
- Quality control of the product.
- Internal and external customer service.
Sales Associate/Customer Service
Style M.E. Boutique
Kalamazoo
12.2018 - 07.2019
- Responsible for providing excellent shopping experience to customers.
- Inventory regulation and placement.
- Store organization and cleaning.
- Processing payments, account inquiries, consignment payouts, and cash balancing.
Customer Service/Sales Support
TecNiq, Inc.
Galesburg
09.2012 - 12.2018
- Liaison between customer and sales staff.
- Order entry and warranty claim processing and coordinate daily shipments.
- Process daily reports in conjunction with inventory monitoring.
- Train and support new staff as well as work instruction and procedures writing.
Various Roles
Mercantile Bank of Michigan
Wyoming
07.2000 - 11.2011
- Mortgage loan processor, Card Services Specialist, Loss Prevention
Education
Phlebotomy Technician Academy -
Kalamazoo Valley Community College
Kalamazoo, MI06.2019
Some College (No Degree) - Visual Arts
Grand Rapids Community College
Grand Rapids, MISkills
- Dispute resolution
- Transaction analysis
- Documentation review
- Compliance assurance
- Customer relationship management
- Team collaboration
Affiliations
- The Cloisters Condominium Assocation Board of Directors
Timeline
Non-Fraud Credit Card Disputes Analyst
PNC Bank
02.2021 - Current
Credit Card Customer Specialist
PNC Bank
02.2020 - 02.2021
Donor Care Specialist
Versiti Blood Center of Michigan
10.2019 - 12.2019
Sales Associate/Customer Service
Style M.E. Boutique
12.2018 - 07.2019
Customer Service/Sales Support
TecNiq, Inc.
09.2012 - 12.2018
Various Roles
Mercantile Bank of Michigan
07.2000 - 11.2011
Phlebotomy Technician Academy -
Kalamazoo Valley Community College
Some College (No Degree) - Visual Arts
Grand Rapids Community College