Matt Nelson
Newark
Summary
Seasoned Disputes Specialist with comprehensive background in dispute resolution. Have effectively managed and resolved high-volume caseloads, demonstrating strong time management skills. Proven ability to adapt to new technologies and procedures while maintaining high standards of compliance and accuracy. Previously, have made significant improvements in process efficiencies and customer satisfaction levels through strategic problem-solving abilities.
Overview
3
3
years of professional experience
Work History
Disputes Specialist
Discover Financial Services
02.2025 - Current
- Educated customers on the dispute initiation process via telephone.
- Performed dispute investigations, chargebacks, and resolutions for unrecognized charges.
- Assisted customers in identifying possible fraudulent activity or other unrecognized activity,
Team Compliance Liaison
Discover Financial Services, DFS
05.2024 - Current
- Collaborated with management to identify areas of improvement within existing team strategies.
- Identified trends in compliance defects within the team and the department as a whole.
- Led coaching sessions for the team to remedy defect trends.
Credit Card Customer Service Representative
Discover Financial Services, DFS
05.2024 - 02.2025
- Resolved escalated customer issues in a timely manner while maintaining positive relationships with customers.
- Assisted customers in day-to-day account maintenance, including payments, credit line increases, transaction review, and other customer inquiries.
- Assisted management with ensuring team members remained schedule compliant.
Sr. Teller
Park National Bank
Newark
08.2022 - 05.2024
- Upheld compliance standards set forth by federal regulations such as Bank Secrecy Act Anti-Money Laundering.
- Provided support to customers with inquiries regarding their accounts.
- Recognized suspicious activity or behavior from customers and took appropriate action according to established procedures.
- Performed periodic audits on teller operations to ensure compliance with bank policies and procedures.
- Coached and mentored junior tellers on best practices for customer service and processing transactions.
Education
High School Diploma -
Licking Valey High School
Newark, OH06-2020
Some College (No Degree) - Business Administration And Management
University of Massachusetts Global
Some College (No Degree) - Psychology
Ohio State University
Newark, OHSkills
- Fraud detection
- Regulatory compliance
- Customer service
- Conflict management
- Case management
- Team collaboration
- Coaching and mentoring
- Problem solving
- Attention to detail
- Case analysis
- Verbal and written communication
References
References available upon request.
Timeline
Disputes Specialist
Discover Financial Services
02.2025 - Current
Team Compliance Liaison
Discover Financial Services, DFS
05.2024 - Current
Credit Card Customer Service Representative
Discover Financial Services, DFS
05.2024 - 02.2025
Sr. Teller
Park National Bank
08.2022 - 05.2024
High School Diploma -
Licking Valey High School
Some College (No Degree) - Business Administration And Management
University of Massachusetts Global
Some College (No Degree) - Psychology
Ohio State University
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