- Manage the Account Data Compromise program end-to-end. - Collaborate with financial partners on ongoing compromise cases and case trends- Manage communications with merchants from initial notification to remediation queries to case resolution.- Development, management, and maintenance of documentation with regards to workflows, policies, nuances, and training materials- Partner with engineering teams to stay abreast of safer integration options.

- Completed in-depth investigations of account activity (transaction patterns, account ownership, IP usage and risk scoring) for the detection of fraudulent activity - Collaborated with product, security, and fraud teams to scope and implement policies and preventative protections for account integrity- Consulted as a subject matter expert prior to product launches affecting account integrity, verification/compliance, and disputes/chargebacks

- Owned the user facing experience and communications for priority users as the first line of defense for Trust and Safety topics (account integrity, lockout, disputes/chargebacks)- Worked cross functionally with engineers and policy teams to improve product offerings and ensure quick and accurate remediation- Developed and maintained internal content on new or unfamiliar support workflows

• Owned and managed delivery of content via social media software to drive weekly brand engagement campaigns, increase Followers on Facebook, Google, Yelp, LinkedIn, and Twitter, and manage doctor reputations on industry websites • Managed monthly marketing budget including ongoing reporting to senior management• Monitored the physicians’ social media sites to maintain a reputable presence online and responded appropriately to both positive and negative reviews.• Served as primary point of contact for all third party vendors in regards to ordering supplies, processing invoices, and investigating account discrepancies.

• Top performer in department based on volume/error ratio of charity accounts processed on a monthly basis. • Calculated income, expenses, and outstanding medical debt in regards to patient applications and recommended or denied charity care. • Responsible for timely follow up on patient accounts designated as potential charity care for the purpose of assessing patients’ financial status for charity and/or indigent care classification.• Resolved issues with Hospital Groups regarding patient eligibility and application discrepancies.• Trained incoming employees on proper phone handling in compliance with HIPAA regulations.

• Checked attorney authorization forms for compliance with HIPAA regulations and routed accounts accordingly.• Performed various duties such as sorting correspondence, filing, scanning, and indexing attorney documents.• Compiled daily credit card reports to submit for posting to collections system.