Elizabeth Pickens Email and Phone Number

Oversees financial forecasts for magazines. Runs python reports, reconciles financial accounts, researches and updates financial discrepancies, presents monthly/quarterly predictions, develops budgets for each quarter, builds relationships with company partners, discusses ways to create better processing models.

• Acts as the face for multiple Credit Unions for Cardholder accounts, while reviewing and verifying client account details • Resetting client Debit/Credit bank cards for efficient use• Apply critical thinking skills to identify and resolve inquiries originating from possible fraudsters and determine the best course of action to resolve the case within established departmental timeframes• Receive incoming calls, validate cardholder information, work queues and reassign or escalate cases where appropriate, to maintain departmental and contractual guidelines, while providing best in class customer service.• Ensure compliance with federal and state regulations• Make outbound calls to members to resolve cases including verifying valid or fraudulent transactions• Provide professional written and verbal responses to external customers• Analyze and perform L/S reports on fraudulent transactions confirmed by the cardholder• Communicate trends to management, provide feedback in the development of training tools and procedures directly related to the L/S report process movement process.• Handle daily priorities to assure pending work and callbacks are completed within departmental and contractual requirements• Escalate priority issues to management when required• Review, process, or close work cases, as appropriate• Maintain knowledge of association and regulatory rules to help diagnose fraud reports or compliance cases.• Be proficient in all areas of first level fraud/non-fraud dispute processing and maintain knowledge in all aspects of disputes and fraud.• Perform other duties as assigned.

• Analyze and assists in the dispute process of all incoming transactions through general reloadable and prepaid gift cards through Mastercard, Visa and Discover. • Reviews, organizes and processes all incoming reports with over 500-1200 transactions daily, to locate and submit chargebacks for fraudulent transactions, discrepancies and high negative balances. • Manages negative balance programs associated with Bancorp mc/visa gift cards, Metabank MC/Visa gift cards and Peoplestrust mc/visa gift cards while reporting out daily totals and data to Senior Management and Executives. • Recovered over 29 Billion + dollars annually through our chargeback processes while preventing a decrease in financial loss for the company.• Acts as a primary liaison for company to resolve cases submitted by national merchants on transaction rebuttals. • Works to ensure that all associated chargeback regulations are adhered to while attempting the highest recovery rate possible and minimal losses to the company. • Organizes, investigates and tracks customer dispute inquires to completion. • Works with partnering companies to train and update teams on new policies and procedures. • Utilizes Microsoft excel, word and outlook to maintain quality documentation, policy and procedures. • Utilizes CCA, Concourse, VMS, Visa resolve online, Discover/ Pulse platforms frequently to investigate and submit chargebacks. • Administers and facilitates training and refresher courses for team members who need assistance in job duties and performance.• Researches and investigates any technical or physical discrepancies within job tasks and creates a plan of action to resolve problems that arise within the team’s ability to perform their daily functions efficiently.

• Manages and administrates front office affairs while working independently to support office staff, new home buyers, real estate agencies and partnering subcontractors. • Establishes new working relationships with new prospects for homebuying as well as subcontractors, by providing them with detailed information pertaining to their direct needs.• Administers and directs all incoming calls and emails from lenders, outside subcontractors and new home buyers.• Evaluates closing documents and stipulations to ensure accuracy.• Prepares and organizes all new home- owner closing documents and collaborates with closing attorneys to ensure that each new homeowner has all final paperwork for a successful closing.• Updates, reviews and creates new and closed homes spread sheets and expense reports. • Coordinates with utility companies, city and county permit affiliates daily, regarding details of homes. • Trains and delegate daily task to interns.• Records and organizes subcontractor information, new home-owner information, northwest exterminations, quality builders warranty information, new subdivisions and covenants into the management system.• Approves office supplies, business cards and other special items for the entire office including two additional offices located in different states and ensures that each are distributed.• Manages calendar, meetings and events for the CEO and COO. • Coordinates company gatherings and functions. • Collects incoming purchase orders as well as corrects, updates and distributes for approval and payment. • Reviews incoming contract agreements, amendments and stipulations for errors or incompletions.• Completed the development of a new procedural handbook for office staff.• Created and implemented new business structures to help maintain the ongoing workload for each department.

• Managed and oversaw 20+ employees in multiple states while ensuring the completion of each daily job function.• Requested daily bids from collaborative partners on behalf of each employee for new patients.• Prepared and processed payroll for each employee and staff member. • Approved and denied time off request submitted by employees• Created and updated job functions and descriptions for new hires.• Conducted interviews and administered onboarding arrangements for new hires. • Managed and facilitated the work-related appointments, assignments and request for managerial staff and employees. • Communicated with corporate offices as the primary liaison on behalf of each employee and patient concerning benefits, treatments or general questions.• Conducted assessments and reviews on each employee while providing effective feedback to help improve where needed. • Organized and moderated monthly meetings with the entire staff to help strengthen and develop strong relationships and unity within the teams.• Analyzed and reviewed reports and patient care logs for accuracy and updated as needed.

• Coordinated with employees on general and complex payroll questions. • Utilized different software platforms to facilitate, manage and process employee payroll. • Processed and analyzed weekly, bi-weekly and semi-monthly payroll for over 4,000 employees. • Coordinated with multiple firms to complete verification of employment forms for employees. • Reviewed and processed garnishment and wage statement forms as well as FMLA claims. • Administered incoming and outgoing request made by employees, site coordinators and resolved ongoing errors pertaining to payroll discrepancies. • Documented, organized and updated all employment information.• Collaborated with multiple departments to ensure the accuracy in the payroll process. • Trained and advised new employees of their job duties while ensuring that each team member could perform their job efficiently.• Maintained normal office duties including the use of Microsoft Excel, Word, Outlook, faxing, filing, copying, printing and mailing.

• Maintained sales agenda for sales staff• Prepared direct marketing materials for prospective customers• Handled incoming sales calls and directed them to the appropriate departments• Maintained CSI at or above company standards• Followed up with non-buying customers through email and outbound calls• Answered all incoming calls from prospective customers and set up appointments• Provided surveys to all customers regarding their satisfaction with the dealership• Reinforced company policies and adhered to company standards • Worked closely with department managers• Updated all prospects in the system• Provided detailed and knowledgeable information about the company products• Trained new employees on systems, products, and services