Summary
Overview
Work History
Education
Skills
References
Timeline
Karla Stratton

Karla Stratton

Milwaukee,WI

Summary

Experienced professional seeking a challenging role at a dynamic and innovative company that values growth and development. Dedicated to utilizing current skills and acquiring new ones to drive organizational progress. Committed to pursuing excellence and embracing challenges for personal and professional growth.

Overview

30
30
years of professional experience

Work History

Chargeback Associate II

Genpact/FIS Corporation
11.2018 - 09.2024
  • Learns or remains current on Visa and MasterCard rules and regulations, federal and state regulations and internal procedures that affect chargeback dispute processing
  • Manages all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules, and regulations
  • Reviews, research, and initiates the resolution of dispute inquiries from cardholders, financial institutions, merchants and internal departments
  • Disputes that are not processed efficiently and effectively can result in financial loss for FIS and/or merchant
  • Ensures compliance with federal and state regulations in resolving billing errors
  • Responds to telephone inquiries from cardholders, financial institutions, and merchants regarding disputes
  • When unable to resolve the problem in a reasonable amount of time, escalates to the appropriate resource
  • Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
  • Handles/resolves non-posted items, retrieval projects and authorization chargebacks
  • Meets the standards of the job, such as quality standards and adherence to schedule
  • Other related duties assigned as needed.
  • Reduced instances of fraudulent transactions with thorough investigation and analysis of chargebacks.
  • Collaborated with cross-functional teams to establish best practices for chargeback prevention and mitigation.

Relationship Banker

BMO Harris Bank
08.2000 - 07.2018
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.

Correspondence Clerk

Hospital Correspondence Corporation
07.1994 - 06.1999
  • Checked record copies before handing them over to make sure they contained only the information that had been requested
  • Pulled patient records quickly so that requester received the information within [48] hours
  • Managed the day-to-day functions of the office
  • Provided respectful assistance to all parties, including patients, staff members and insurance company representatives
  • Logged all requests for medical records in a spreadsheet using words, excel
  • Maintained patient privacy and confidential patient information
  • Ensured HIPAA compliance
  • Exceed established productivity and quality standards
  • Answer phone calls and other duties as assigned.
  • Edited letters and written material for correspondence.
  • Communicated with executives about consistent customer issues.

Education

Certified - Accounting Clerk

01.1986

High School Diploma - Business

Englewood, Chicago, IL
01.1985

Skills

  • Positive learning process
  • Client-focused
  • Financial records and processing
  • Computer proficient
  • Adaptive learner
  • Purposeful
  • Microsoft Office
  • Time management skills
  • Excellent communication
  • File/records maintenance
  • Excel in customer service
  • Data Entry skill
  • Math aptitude
  • Knowledge of release of information
  • Knowledge of HIPAA rule necessary to perform
  • Banking knowledge
  • Payment Processing
  • Dispute Resolution

References

Available upon request

Timeline

Chargeback Associate II - Genpact/FIS Corporation
11.2018 - 09.2024
Relationship Banker - BMO Harris Bank
08.2000 - 07.2018
Correspondence Clerk - Hospital Correspondence Corporation
07.1994 - 06.1999
- Certified, Accounting Clerk
Englewood - High School Diploma, Business
Karla Stratton