Raquaya Carter

• Performs chargeback/dispute resolution processing and handles dispute inquiries, provide supporting documentation in various systems while minimizing risk for the company.

• Review electronic documentation produced from various sources to code transactions as fraud/non-fraud disputes within the Velera processing platform.

• Review, research and initiate the resolution of dispute inquiries from cardholders, credit unions, merchants and internal departments.

• Handle all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations.

• Send written communication to members and Credit Unions to provide case status or retrieve additional information to continue with the case.

• Identify matching authorization and validate transaction type within various Velera systems based on knowledge of the Card.

• Analyze transactions to identify fraud and Non-fraud dispute types to determine reason codes.

• Pay attention to details to mitigate financial losses, review merchants’ response, and recover funds on behalf of members.

• Create freeform letters on behalf of the Credit Union to the member to update current status of dispute.

• Handle/resolve non-posted items, retrieval projects and authorization chargebacks.

• Monitor and trouble shoot daily workflow and make recommendations to management based upon volumes and trends.

• Ensure compliance with federal and state regulations in resolving issues.

• Discern when follow up with cardholder for additional documentation is needed and take the appropriate actions.

• Responsible to process de-conversion and conversion files and will need to be adept at reading dispute/fraud processing reports as well as knowledgeable of trailing activity

• Utilize multiple resources to validate fraud/non-fraud dispute reason code(s) for accuracy before submitting as well as troubleshooting errors.

• Provide back up to documentation services when requested, to meet departmental SLA’s

• Provide back up to the Relationship Team when requested, to meet departmental SLA’s

• Perform other duties as assigned

Initiate, assign, complete a reasonable investigation, and resolve Fraud Application cases on behalf of customers and identity theft victims.

Reviewing all system of records and utilizing multiple tools to gather information pertaining to the case, analyzing, documenting, and summarizing all results.

Interviewing customers, or suspects, speaking with merchants, other banks, updating accounts, system of records, and credit reports, imaging documentation, al

communicating results to the applicable departments.

Customer service duties such as answering customer inquiries, resolving customer problems, and responding to customer requests for information.

Ability to handle the pressure of a fast-paced environment, think outside the box, work independently but with a team, along with exceptional prioritization, organization skills, and effective time management.

Conducting investigations of suspicious loss or account activity related to straightforward or moderately complex fraud schemes. Investigations involve highly confidential data and communication w/external and internal partners Executing SQL data pulls and batch processes related to fraud investigations.

Recommending actions on merchants, accounts and fraud strategy for rules implementation.

Processing any daily queue work or email referrals as needed to the support the Fraud Operations team

Manage and develop teams of individual contributors or managers to ensure proactive identification, prevention, detection, investigation, or reporting of fraud and claims activity

Engage and influence stakeholders or business leaders associated with fraud and claims activity

Identify and recommend opportunities for improving the process of fraud and claims activity across the company

Determine appropriate strategy and actions of fraud and claims team to meet business deliverables

nterpret and develop procedures, controls, analytics, and trend data in order to ensur roactive identification, prevention, execution, detection, investigation, recovery, c either government or internal reporting of fraud and claims activity Collaborate with and influence supervisors, analysts, specialists, consultants or business partners

Interact directly with cross channel business leaders

lanage allocation of people and financial resources for Frauds and Claims Operatio evelop and guide a culture of talent development to meet business objectives ai

strategy

Maintain a working knowledge of fraud prevention guidelines, operating system processes and procedures, and regulatory and policy requirements.

Processes late and trailing transactions on fraud status accounts and processes zero fraud loss cases.

EDUCATION

Updates information from merchant receipts to the case information screen.

Takes both inbound and outbound calls to customers for transaction verification Process and document customer case file.

Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity

Makes decisions based on judgment, research and extensive job experience, following established procedures and guidelines while leveraging multiple systems Assesses the level of risk and makes decisions

Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution

Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls

Investigate complex fraud situations including account takeover, elder and vulnerable abuse, and identity theft.

Secure accounts by placing security block and/or restrictions to prevent financial loss.

Identify fraud trends and escalate appropriately.