Marina Garcia
San Antonio,TX
Summary
Banking professional supporting merchant disputes, dispute by phone, and pre-arbitration case work. Review transaction details, customer claims, and supporting evidence to document findings, evaluate representment, and reach accurate decisions across multiple systems while meeting quality and service-level goals.
Overview
12
12
years of professional experience
Work History
Cross-Skill Specialist – Pre-Arbitration & Dispute by Phone
Chase
San Antonio, Texas
04.2025 - Current
- Cross-trained in disputes by phone and pre-arbitration, enhancing support across multiple dispute functions.
- Investigated customer disputes by reviewing transaction details, claims, and documentation to determine effective resolutions.
- Evaluate pre-arbitration cases and merchant evidence to determine appropriate next steps in accordance with established procedures and guidelines.
- Transitioned between phone-based and back-office dispute workflows while ensuring compliance with quality, productivity, and accuracy standards.
- Utilize strong communication, analytical, and problem-solving skills to resolve complex dispute cases and accurately document case outcomes.
Merchant Dispute Specialist
Chase
San Antonio, Texas
04.2025 - 02.2025
- Conducted outbound customer outreach to gather and verify information for merchant dispute claims, ensuring accurate case assessment.
- Reviewed transaction and account information to assess dispute circumstances, determining appropriate next steps for resolution.
- Document customer responses, case details, and investigation findings accurately and in accordance with established procedures.
- Apply dispute policies and procedures while maintaining high standards of accuracy, quality, and compliance.
- Managed high-volume caseload, applying strong communication, attention to detail, critical thinking, and problem-solving skills.
Debit Card Fraud Specialist
Chase
San Antonio, Texas
06.2024 - 04.2025
- Conducted thorough investigations of suspicious activity, confirming fraud occurrences and mitigating potential losses.
- Conducted in-depth analyses of transactional data across multiple systems, identifying and addressing suspicious activity to protect customer accounts.
- Identify patterns of fraudulent behavior through transaction analysis and trend monitoring.
- Assess potential financial crime risks in customer transactions and accounts.
- Reviewed customer accounts for unusual patterns or activities, enhancing fraud detection capabilities.
- Review flagged transactions and make decisions on appropriate action based on available information.
- Implement verification processes to help prevent identity theft and account takeover.
- Adhered to service-level agreements for timely processing of requests while executing transactions, and queries.
Dispute by Phone Specialist
Chase
San Antonio, Texas
11.2024 - 04.2025
- Handle high-volume inbound customer calls regarding transaction disputes, providing accurate guidance and support throughout the dispute process.
- Conducted detailed customer interviews to gather information and investigate disputed transactions, determining next appropriate steps for resolution.
- Review transaction details, account information, and supporting documentation to make accurate, policy-based dispute decisions.
- Explained dispute procedures, requirements, and potential outcomes, ensuring professional and customer-focused experience throughout interactions.
- Accurately document customer interactions, investigation findings, and case resolutions while maintaining confidentiality and compliance.
- Utilized active listening, critical thinking, and problem-solving skills to resolve complex disputes, consistently meeting quality and productivity standards.
Customer Service Representative
TaskUs
San Antonio, Texas
11.2020 - 09.2023
- Handled customer calls, addressing inquiries about services, malfunctions, promotions, and billing to enhance customer satisfaction.
- Addressed customer concerns in a timely and effective manner.
- Worked to understand customer needs and provide appropriate solutions.
- Assisted customers in accessing and navigating their accounts over the phone, ensuring a seamless user experience.
- Maintained up-to-date knowledge of products and services.
- Collaborated with team members on various tasks and projects to improve service delivery and support team goals.
Receptionist
Alamo College
San Antonio, Texas
02.2015 - 01.2016
- Provided friendly assistance to customers upon arrival. in a friendly and helpful manner.
- Scheduled appointments and documented updates in scheduling software.
- Handled incoming phone calls and addressed inquiries promptly, directed calls, and took messages.
- Responded to inquiries from customers and employees, clarifying information and enhancing communication.
- Compiled, copied, sorted, and filed records of office activities and business transactions.
- Operated office machines and computer systems, including scanners and photocopiers.
Education
Some College (No Degree) - Psychology
Northwest Vista College
San Antonio, TX09-2026
Skills
- Merchant dispute resolution
- Pre-Arbitration
- Dispute Investigation
- Chargeback review
- Transaction analysis
- Fraud Risk Assessment
- Documentation review
- Customer Account Analysis
- Critical Thinking
- Problem Solving
- Attention to Detail
- Communication
- Time Management
Timeline
Cross-Skill Specialist – Pre-Arbitration & Dispute by Phone
Chase
04.2025 - Current
Merchant Dispute Specialist
Chase
04.2025 - 02.2025
Dispute by Phone Specialist
Chase
11.2024 - 04.2025
Debit Card Fraud Specialist
Chase
06.2024 - 04.2025
Customer Service Representative
TaskUs
11.2020 - 09.2023
Receptionist
Alamo College
02.2015 - 01.2016
Some College (No Degree) - Psychology
Northwest Vista College