Disputes Specialist
Citicorp I Bank
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Analyzed, researched and resolved payment claims within required timeframes.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Interacted with law enforcement agencies, merchants and persons of interest to obtain and review dispute information.
- Resolved disputes efficiently by conducting thorough investigations and applying appropriate resolution strategies.
- Prevented unnecessary escalations by addressing concerns effectively at the earliest stages of the dispute process.
- Supported management initiatives aimed at reducing overall dispute volumes through targeted interventions and policy adjustments.
- Developed expertise in industry regulations, staying current on changes and updates affecting the dispute resolution process.
- Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.
- Enhanced department efficiency by sharing knowledge and assisting colleagues with challenging cases as needed.
- Negotiated settlements with clients to achieve mutually beneficial outcomes while maintaining company interests.
- Built trust among customers through consistent and transparent communication during the dispute resolution process.
- Managed caseloads effectively, ensuring timely processing of disputes in accordance with established procedures.
- Collaborated with cross-functional teams for successful resolution of complex dispute scenarios.
- Conducted root cause analysis on recurring disputes to identify opportunities for prevention or mitigation of future occurrences.
- Assessed financial risk associated with each case, balancing customer needs against potential losses for the organization.
- Identified trends in disputes and communicated insights to management, prompting proactive measures to prevent future issues.
- Contributed to departmental goals by meeting or exceeding key performance indicators related to dispute resolution and customer satisfaction.
- Implemented process improvements that streamlined workflows, resulting in faster resolution times for customers.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Interceded between employees during arguments and diffused tense situations.
