Melisa Cooper Email & Phone Number

Knoxville, Tennessee, United States

• Knowledge for merchant transaction processing for single and dual message transactions (debit and credit cards) and card brand Technical requirements published by Discover, Visa, MasterCard, American Express, and Union Pay. • Analyze and research mandates and new products for business requirements, features, and user-stories. • Point of contact for acquirer and card brands when implementing new projects, products, or mandates. • Serve as Product Manager/SME for Technical Card Brand Management team. Responsible for gathering requirements and acceptance criteria for requests and features.• Collaborate with agile teams, product owners, business analysts, engineers, architects, etc. on features, user stories, backlog goals, and PI planning. • Assist teams with research, issues, or inquiries related to card brand technical layouts, infrastructure, products, etc.• Communicate technical documents and bulletins to organization on projects or distributions.• Liaison between acquirer and the card brands for projects, issues, and research. • Support teams on issues (such as missing files, auth declines, etc.) and escalate production issues.• Secure resources and testing support for teams. Fill out implementation documents and other related tasks to open and facilitate projects between the card brands and acquirer. • Attend Card Brand bi-annual conferences and workshops and communicate updates and changes to organization.

Maryville, Tennessee, United States

Research and review property tax data, legal documents, closing documents, etc. Assist new home registrations and communicate with tax/local government and city authorities to ensure property assessment and tax information is correct and updated in VMF systems. Decision loans for tax payments. Review and maintain accurate property tax escrow information on VMF loans, including vendor payment information, dates, amounts, and any other requirements to ensure property taxes are paid in a timely manner. Research and complete requests for customer service. Review correspondences and complete customer requests. Coordinate with internal resources, such as bankruptcy, collections, portfolio managers, and attorneys to research delinquent taxes and protect VMF interests.

Knoxville, Tennessee Area

• Project knowledge for merchant transaction processing and card brand technical compliance for American Express, Visa, MasterCard, and Discover. Business owner of bi-annual (April/October) card brand regulatory enhancements. • Analyze and research technical mandates and products for business requirements, features, and user-stories. • Point of contact/liaison for acquirer and card brands when implementing new projects, products, or mandates. • Product Manager and Subject Matter Expert agile roles. Gather requirements/acceptance criteria for features.• Facilitate meetings for projects. Collaborate with agile teams on features, user-stories, backlog goals, and PI planning. • Assist teams with research, issues, or inquiries related to card brand technical layouts, infrastructure, products, etc.• Communicate and distribute technical documents and bulletins to organization.

Knoxville, Tennessee Area

• Review technical documents and bulletins for business impacts. Translate documents for end-users and work with department trainer on presentations. • Communicate new bulletins and documents from card brands to management team. • Research, analyze, and gather high level requirements for bi-annual card brand regulatory mandates (Discover, Visa, American Express, MasterCard). • Write business high levels and facilitate meetings between project analysts, business analysts, developers, and department management team. • Subject matter expert for single and dual message (credit and debit card) disputes and contribute to business requirements/user stories on projects or bi-annual regulatory releases. • Prepare test data for testing. Analyze and plan test cases. Coordinate testing efforts with internal and external resources. • Write test scripts and scenarios. Prepare and plan for weekly irritations and testing efforts. • Execute test scripts and production implementation. • Log tickets and issues for production and UAT environment. Troubleshoot issues with users and coordinate with developers and external resources to resolve issues. • Manage content on internal department website, such as creating new pages, revising content, and posting updates.

Knoxville, Tennessee, United States

• Review technical documents and bulletins to create training presentations. This included new products or services, regulatory mandates, and any other communications needed. Responsible for translating technical documents for end-users.• Contribute to rules and procedural changes based on new card association rules and regulations.• Facilitated training classes and presented to 90+employees. • Trained new hires in small groups and individuals. • Coordinated job shadow training for other departments and management who wish to learn more about disputes processing. • Write training manuals, supplementary documents, and edit department recovery manuals. • Editor and writer for department newsletter. Included reviewing other writer’s pages and editing content before distributing to department. • Department photographer. Photographed special events, employee awards, and any other events needed by department. • Record daily employee production numbers for 90+ in database. Correct numbers and provide to management team.

Knoxville, Tennessee Area

• Dispute resolution specialist with expert knowledge on dispute rules and regulation for Visa, Discover, MasterCard, and American Express. • Make financial decisions on chargebacks and other dispute cycles (pre-arb, arb, etc.) for merchant processing. Provide education for merchants on how to avoid disputes via notifications. • Researched GL imbalances, exceptions, and missing funds. Assist financial control (accounting) on reconciliations. • Subject matter expert for single message (debit card) disputes. Decision financial cases for Maestro, Interlink, Nyce, Pulse, Star, etc. Managed daily incoming, representments, and merchant calls. • Use internal and external applications to research authorizations, sales/clearings, credits, POS, and dispute transactions.