Michelle Bell
Columbus
Summary
Results-driven FCPS Analyst at JP Morgan Chase with expertise in arbitration and risk analysis. Successfully managed high-stakes merchant disputes, ensuring compliance with regulatory standards. Recognized for exceptional problem-solving skills and delivering personalized resolutions, enhancing customer satisfaction and operational efficiency. Proven track record in handling complex complaints with urgency and precision. Goal-driven analyst polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Several years of experience in industry.
Overview
29
29
years of professional experience
Work History
FCPS Analyst
JP Morgan Chase
Columbus
01.2022 - Current
- Investigated and responded to Executive Office, CFPB, OCC, BBB, and Attorney General complaints.
- Produced detailed timelines, case documentation, and reports to support dispute findings.
- Handled high-priority executive escalations with urgency and accuracy, correcting errors and providing coaching as needed.
Merchant Dispute Escalations SME (QCC) Senior Specialist IV
JP Morgan Chase
Columbus
01.2016 - 01.2022
- Managed customer correspondence and escalations including social media complaints, leadership referrals, and credit balance refund reviews.
- Ensured Chase compliance with Visa/MasterCard Association Rules and UDAP guidelines.
- Coordinated with Visa directly for case rulings, arbitration clarifications, and special escalation handling.
Representments Specialist (Sr. Specialist III)
JP Morgan Chase
Columbus
01.2005 - 01.2016
- Directed merchant responses to chargebacks, including customer/merchant outreach and written correspondence.
- Filed pre-arbitrations and arbitrations in line with Association and regulatory requirements.
- Assigned high dollar cases of $10k+ due to my due diligence and thoroughness in case handling and loss prevention.
- Managed chargebacks end-to-end (“Cradle-to-Grave” model), delivering personalized dispute resolution.
Dispute by Phone – Merchant Disputes
Bank One/JP Morgan Chase
Columbus
01.1997 - 01.2005
- Handled high-volume inbound credit card inquiries and disputes.
- Assisted with new hire training, mentoring, escalated calls, and call quality reviews.
Education
High School Diploma -
Steubenville High School
05-1989
Skills
- Arbitration
- Pre-Arbitration Case Handling
- Merchant Dispute Management
- Chargeback Management
- CFPB Complaints resolution
- OCC Complaints resolution
- BBB Complaints resolution
- AG Complaints resolution
- Risk Analysis
- Operational Loss Prevention
- Regulation Z Compliance
- UDAP Compliance
- Legal Obligation Compliance
Timeline
FCPS Analyst
JP Morgan Chase
01.2022 - Current
Merchant Dispute Escalations SME (QCC) Senior Specialist IV
JP Morgan Chase
01.2016 - 01.2022
Representments Specialist (Sr. Specialist III)
JP Morgan Chase
01.2005 - 01.2016
Dispute by Phone – Merchant Disputes
Bank One/JP Morgan Chase
01.1997 - 01.2005
High School Diploma -
Steubenville High School
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