Melissa Dooley
Tampa,FL
Summary
Dedicated Bank Dispute Specialist with a proven history of resolving complex cases, identifying fraud, and ensuring compliance with Regulation E. Known for being a reliable team player who takes initiative, supports peers, and consistently delivers quality results. Experienced in balancing member advocacy with regulatory requirements, while helping to improve processes and protecting members accounts.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Bank Dispute Specialist
USAA Federal Savings Bank
Tampa, FL
10.2024 - Current
- Conduct complex debit card fraud investigations, ensuring full compliance with Regulation E, and internal bank policies.
- Apply advanced analytical skills, knowledge of laws, payment network rules, and internal policy to resolve disputes.
- Execute recovery actions through chargebacks, representations, and arbitration to maximize fund recovery.
- Determine cardholder liability through detailed, reasonable investigations, and accurate documentation in case management systems.
- Support the onboarding and development of new team members through training, process walkthroughs, and coaching.
- Partner with management to identify trends, recommend process improvements, and uphold quality and compliance standards.
Bank Deposit Acquisition and Servicing Specialist
USAA Federal Savings Bank
Tampa, FL
10.2023 - 10.2024
- Handle inbound member calls in a fast-paced contact center environment, providing timely and accurate assistance.
- Utilize effective communication, probing questions, and critical thinking to identify member needs, and provide tailored solutions, including promoting relevant banking products.
- Navigate multiple systems and channels efficiently while maintaining engaging, professional member interactions.
- Develop and maintain comprehensive knowledge of banking products and services to attract new members, and deepen relationships with existing members through cross-selling.
- Demonstrate empathy, active listening, and professionalism to deliver outstanding member service.
- Supported onboarding of new hires by providing hands-on guidance and answering questions during their first four weeks on the phones, helping ensure a smooth transition into their roles.
- Identify and escalate potential fraud or suspicious activity observed during member interactions, contributing to early detection and prevention efforts.
Team Lead Server, Trainer & Bartender
Bahama Breeze
Tampa, FL
07.2022 - 11.2023
- Supervised and coordinated front-of-house operations, ensuring smooth service flow and excellent guest experiences during high-volume shifts.
- Trained new servers and bartenders on customer service standards, menu knowledge, and point-of-sale systems.
- Delivered exceptional customer service by efficiently taking orders, serving food and beverages, and managing guest requests.
- Managed bar operations, including drink preparation, inventory control, and compliance with safety and alcohol service regulations.
- Fostered a collaborative team environment to drive productivity, morale, and adherence to company policies.
Education
BBA - Business Administration
University of Massachusetts Global
MASkills
- Fraud Investigation & Resolution
- Effective Communication & Conflict Resolution
- Regulatory Compliance (Reg E)
- Process Improvement & Quality Assurance
- Analytical Problem Solving
- Time Management & Multitasking
- Team Leadership & Mentoring
- Training & Onboarding
Leadership and Academic Honors
Vice President, Kappa Delta Pi | International Honor Society in Education
- Coordinated chapter meetings, member engagement, and education outreach events.
- Mentored new members and supported their academic and professional development
- Promoted academic excellence and community service initiatives.
Third Grade Student Teacher, Internship | Hillsborough County School District
- Took initiative in leading daily classroom activities and instructional support
- Facilitated small group learning to reinforce academic concepts and build confidence
- Collaborated with lead teacher to design and implement engaging lesson plans
- Managed classroom behavior and supported a positive, inclusive learning environment.
Certification
- ABA Certificate in Fraud Prevention
- ABA Certificate in Compliance Essentials
- ABA Certificate in BSA & AML Compliance
Timeline
Bank Dispute Specialist
USAA Federal Savings Bank
10.2024 - Current
Bank Deposit Acquisition and Servicing Specialist
USAA Federal Savings Bank
10.2023 - 10.2024
Team Lead Server, Trainer & Bartender
Bahama Breeze
07.2022 - 11.2023
BBA - Business Administration
University of Massachusetts Global
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