Jose Vasquez Jr

• Investigate and resolve credit card disputes in compliance with Regulation E, Visa/Mastercard guidelines, and internal Wells Fargo policies.
• Review cardholder claims and supporting documentation to determine validity and ensure timely, fair resolution.
• Analyze merchant responses to disputes, assess evidence, and determine appropriate outcome based on policy and case details.
• Manage a high-volume case queue while consistently meeting accuracy, productivity, and SLA targets.
• Initiate outbound calls to cardholders and merchants to gather additional information or clarify discrepancies.
• Maintain thorough documentation of each case to support audit and compliance standards.
• Collaborate with internal departments including Fraud, Risk, and Customer Service to enhance claims processing efficiency and the overall customer experience.

Summary:

Served as a front-line representative in the Credit Card Claims Resolution department, responsible for handling incoming customer inquiries related to disputed credit card transactions. Played a critical role in delivering excellent customer service, ensuring accurate documentation, and initiating timely and compliant dispute investigations.

Key Responsibilities:

• Responded to a high volume of inbound customer calls regarding credit card disputes and claims.
• Actively listened to customers to understand the details and nature of the disputed transaction(s).
• Collected and documented necessary information to initiate a dispute investigation in accordance with federal regulations and internal procedures.
• Created and submitted accurate and timely dispute case files using internal systems.
• Provided clear explanations of the claims process, timelines, and potential outcomes to customers.
• Maintained a strong understanding of card network rules (Visa, Mastercard) and Wells Fargo policies related to fraud and non-fraud disputes.
• Worked closely with internal departments to gather additional information or resolve complex cases.
• Delivered consistent, empathetic, and professional service while adhering to compliance and privacy standards.

Conducted outbound calls to customers with past-due mortgage accounts to offer payment assistance and explore hardship solutions. Helped customers understand available options such as repayment plans, forbearance, or loan modifications. Maintained high productivity and compliance standards while delivering compassionate, solutions-driven service during financially sensitive situations.