BECU is the 4th largest credit union in the United States and the largest credit union in Washington State. I joined BECU as a contractor to enhance my work/life balance. Within a month, I was hired as a full-time Card Services Specialist I, and in May 2021, I was promoted to Card Services Specialist II. - Reconcile general ledgers for debit card transaction processing and debit card disputes for Mastercard, Maestro/Cirrus, and NYCE, including merchant adjustments and back-up settlement documents. - Maintains knowledge of government regulations and laws, such as Regulation E, Regulation Z, UDAP/UDAAP, as well as card network requirements for transaction processing and chargebacks. - Highlights the benefits of change to influence the team during times of adjustment and in effect aid leadership with obtaining buy-in as the volunteer Change Ambassador for debit card servicing. - Collaborates with multiple business units on complex issues. - Researches and assists with the resolution of customer escalations involving the Better Business Bureau (BBB) and Consumer Financial Protection Bureau (CFPB) complaints for debit card disputes. - Leverages Mastercard’s chargeback process to recover for BECU for charged-off accounts, current recovery totals over $75K.Products/software:Fiserv DNAQuavo Quantum Fraud & Dispute (QFD)FIS eFunds (CH Maintenance; DataNavigator for signature and PIN debit card transactions), CardPro (pulls, obtaining tracking numbers, order research)Mastercard Connect, Mastercom Claims Manager & Dispute Resolution, Transaction Investigator, Single Message Transaction Manager, eService Cancellation (stop pays)

Jack Henry is a prominent provider of essential and supplementary financial products for credit unions and banks. I advised credit unions with a net value over $500 million in transaction research, plastic ordering and inventory management, and dispute resolution. - Processed 700+ fraud and non-fraud chargebacks for Visa and Mastercard monthly and reported fraud to networks as required. - Researched advanced inquiries about Falcon, EMV 3DS, and batching (APBATCH, positive balance files, 352 messaging), then educated teammates on resolutions/outcomes. - Tracked and coordinated blank plastic orders when the chip card inventory of 50+ credit unions expired, in effect retaining their customers and maintaining customer confidence in Jack Henry. - Maximized value for credit union customers of Jack Henry’s legacy processing platform Powerlink, which led to an improved experience for customers also using Jack Henry’s host platform Symitar and the elimination of technical debt related to Mastercard address verification service (AVS). - Assisted credit unions with the transition from Powerlink to Fiserv First Data dispute platforms.Product/software:JHA PowerlinkFiserv First DataMastercard Connent, Mastercom Claims Manager & Dispute ResolutionVisa Online, Visa Resolution Online (VROL)IDEMIA (Oberthur Technologies)

Acquired by Brookdale Senior Living in 2014, Emeritus provided independent living, assisted living, Alzheimer's care, and skilled nursing for seniors. - Coordinated ACH direct debit program for 180+ senior living communities. - Reconciled accounts daily to guard against fraud and incorrect reporting and sent daily cash position to top executives. - Improved credit card dispute process to save the company $10K a year on lost revenue from chargebacks and chargeback-related fees. - Reduced out-of-company policy transactions to zero by coaching community representatives on PCI compliance and auditing credit/debit card acceptances for transactions outside company and industry standards. - Reduced one-off transactions for ACH payments by 80%, resulting in increased ACH direct debit participation and decreased corporate fees. - Increased direct debit participation by $2 million resulting in corporate savings from ACH vs. check cashing costs.

Worked independently and as a team to reach branch goals. Support of financial leadership. Maintained appropriate cash flows within personal cash drawer and upheld security protocols. Cash handling, credit/ACH payments. Kept close attention to detail. Teller buddy for new hires as needed. Researched new company products and procedures to keep branch up-to-date.

Cash handling, refunds, credit payments. Recognized flow of customers to manage floor duties and customer assistance. Detected trends to maximize items purchased by customers. Regularly achieved sales goals. Maintained positive customer experience surveys.

KCWU is the award-winning nonprofit radio station of Central Washington University, also known as 88.1 the ‘Burg. I began as a core staff assistant. A year later, our manager created the lead staff training position to promote me. In my final year, I was promoted again to programming lead. - Developed 200+ volunteers, collaborating with them to determine career development paths and identify opportunities to expand skills. - Conducted monthly check-ins (air checks) with volunteers to calibrate their performance and continuously improve their communication skills. - Participated in the interview panel for full-time IT Specialist. - Used predictive (waterfall) methods to create a business case to add more mainstream music to align with the station’s current product vision.Official job titles:Broadcast Programming Coordinator 06/2010 - 02/2011Staff Training Coordinator 06/2008 - 06/2010Core Staff Assistant (Trainer) 09/2007 -06/2008