Rebecca Zorn
Citibank, NA
Martin Township,MN
18
Years of experience
Detail-oriented professional with extensive experience in customer service, dispute resolution, and process improvement. Skilled in investigating complex issues, documenting accurate case actions, and communicating clearly with customers and internal teams. Known for strong teamwork, problem-solving, and a consistent focus on service quality.
Work History
Requirements Anylyst
5 Years 8 Months- Facilitated requirement walk throughs with cross-functional teams to align scope, priorities, and delivery expectations.
- Coordinated user acceptance testing, validating defects and supporting timely resolution with technology partners.
- Gathered business requirements from stakeholders, translating needs into clear functional specifications and acceptance criteria.
- Validated defects and supported timely resolution with technology partners.
- Partnered with product, operations, and compliance teams to support regulatory and policy-driven enhancements.
- Collaborated with cross-functional teams to ensure accurate requirement translation into functional specifications.
Billing Dispute Representative
12 Years 3 Months- Resolved billing disputes by reviewing account histories, transaction details, and supporting documentation.
- Investigated chargeback cases and applied policy guidelines to determine accurate account adjustments.
- Communicated dispute status and resolution steps clearly with cardholders and internal partners.
- Documented case actions in workflow systems to maintain accurate, compliant dispute records.
- Coordinated with fraud, operations, and merchant support teams to expedite complex claim resolution.
- Guided junior representatives on dispute procedures, documentation standards, and quality expectations.
- Improved case handling consistency by refining review steps and escalating exceptions promptly.
- Resolved billing disputes for enhanced customer satisfaction and loyalty.
- Achieved consistent high-quality scores on performance evaluations by adhering to company standards in resolving billing disputes professionally and courteously.
- Supported team members during peak periods or absences, displaying adaptability and a strong work ethic under pressure situations.
- Provided timely responses to customer inquiries regarding their billing disputes, demonstrating professionalism and empathy.
- Contributed to the development of improved billing dispute resolution processes, actively participating in team discussions and offering constructive feedback.
- Assisted in training new Billing Dispute Representatives, sharing knowledge and best practices for successful outcomes.
- Educated customers on company policies and procedures relating to billing disputes, fostering understanding and compliance.
- Ensured security of confidential data by adhering strictly to privacy policies during the handling of sensitive customer information.
- Conducted thorough research on disputed charges, ensuring accurate account adjustments.
- Identified recurring issues in the billing process, recommending improvements to prevent future disputes.
Education
GED
Skills
Requirements elicitation
Use case development
User story creation
Cross-functional coordination
Problem-solving
Attention to detail
Requirements documentation
Collaboration
Multitasking
Teamwork
Team collaboration
Task prioritization
Interests
Documenting and sharing travel experiences.
Exploring famous landmarks
historical sites
and cultural attractions in a new destination.
Historical Exploration
Road Trips
Timeline
Requirements Anylyst
Citibank, NA
01.2021 - 09.2026Read More
Billing Dispute Representative
Citibank, NA
10.2008 - 01.2021Read More
Washington High School
GED
Read More