Michelle Sutter
Global Federal Credit Union
Anchorage,AK
Summary
Professional who generates detailed, structured reports for operational needs. Used to fast paced environments. Familiar with analyzing surveillance footage.
Work History
Dispute Resolution Specialist 3
- Retrieved and analyzed surveillance footage and attached to cases
- Managed de-escalation and conflict resolution calls from peers.
- Processed chargeback requests using card network and regulatory guidelines.
- Reviewed transaction history to validate fraud, billing, and authorization claims.
- Communicated clearly with members and internal support teams to resolve issues.
- Trained new team members on company policies, procedures, and best practices to ensure consistent performance across the department
Dispute Resolution Specialist 1 and 2
- Investigated dispute cases using transaction records, account notes, and policy guidelines.
- Communicated with internal teams to clarify issues and gather evidence.
- Documented case activity, decisions, and correspondence in case management systems.
- Managed high caseloads, ensuring timely resolution of conflicts and promoting client satisfaction.
- Managed high volume calls daily using active listening and empathetic communication skills while documenting call live.
Loss Prevention Specialist
- Retrieved, reviewed, and exported surveillance footage and attached to cases
- Detected, deterred/apprehended, and interviewed external theft suspects
- Identified potential safety and theft risks and brainstormed best practices to minimize risks.
- Reduced customer and associate dishonesty by initiating and encouraging actions that prevent theft
- Investigated all incidents of theft or injury that occurred on company property
- Typed detailed reports of incidents that occurred into the company system
- Conducted internal surveillance
- Conducted store security and merchandise audits in a timely manner
- Coordinated evidence collection and documentation for police regarding shoplifting, fraudulent transactions, counterfeit money, and other criminal activities on company property.
Education
High School Diploma
Skills
Compliance and Documentation
De-escalation and Conflict resolution
Problem-solving and Critical thinking
Timeline
Mount Edgecumbe High School
High School Diploma
Read More
Dispute Resolution Specialist 3
Global Federal Credit Union
2018 - 2026Read More
Dispute Resolution Specialist 1 and 2
Global Federal Credit Union
2018 - 2020Read More
Loss Prevention Specialist
Fred Meyer
2011 - 2018Read More