Karla Stratton

Work History

Genpact/FIS Corporation

Brown Deer, WI

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.

BMO Harris Bank

Milwaukee, WI

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.

Hospital Correspondence Corporation

Chicago, IL

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.