Michael Jackson Email & Phone Number

Duluth, Georgia

Directly responsible for the day-to-day activities of twenty or more associates with a focus on driving results. The Unit is involved in providing services in the area of hazard outsourcing; processing renewals, maintenance, reinstatements, binders, applications, substitutions and cancellations of residential mortgage insurance for J.P. Morgan Chase.• Administrative accountability for creating and updating reports to track productivity and quality.• Participated in planning process and managed to establish goals and objectives for the unit.• Provided analysis and supports the implementation of improved workflow.• Communicated vision and strategies that are focused on key business goals to the unit.• Managed a unit of 22 associates with focus on driving results.• Managed a team that processed 11,000 exceptions daily.• Provided timely coaching and feedback to employees regarding development.

Ensure that the internal and external flow of Credit Processing and Debit Processing are handled effectively and efficiently by all Associates (27). Liaison between all departments that interact with Exceptions on excessive chargeback issues. Act as a liaison between RBS WorldPay and National Account Tier 1 & Tier 2 merchants. Assist National Merchants with all Exceptions related concerns. Review Incoming MasterCard, Discover and Visa items from the Retrieval and Chargebacks report for Excessive Merchant Activity. Review daily Excessive Chargeback to Transaction Reports. Monitor JSO e-mails for VROL failures. Track Incoming Misc. Fees and ensure the items are distributed and processed in a timely manner. Implemented and preformed Risk Control Self Assessment for chargeback area. RCSA is used to test and make sure the proper controls are in place to help minimize operational risk within the department.

Ensure that the internal and external flow of Credit Processing and Debit Processing are handled effectively and efficiently by all Associates within the required Service Level Agreement. Monitor disputed transactions for recurring compliance violations to Discover, Visa and MasterCard Rules Regulations.

Process Incoming MasterCard and Visa Chargebacks. Review each case for adherence to technical rules as established by MasterCard and Visa. Contact Issuing bank fraud area to verify large ticket transactions out of the normal for a particular merchant. Member of the Escalation Team and the Chargeback Response Team.

Managed risk for merchant services partnership with First Data Corporation.

Reviewed all credit accounts with risk over $250K , existing accounts with risk greater than $1MM and accounts adversely rated. Maintained a loss percentage of .0005% or less of annual sales volume. Enforced credit policy and assisted Account Executives with signing new accounts in accordance with bank underwriting guidelines and federal regulations. Guided prospective accounts through the override process when necessary.

Analyzed personal and business credit reports, business financials statement and any other pertinent information needed to make sound credit decision. Approved increases for both credit cards and business line of credit. Discuss credit approvals and decline decisions with both the banker and customers. Maintained limit increase log used to track volume. Highest Lending Authority $50K

Analyzed personal credit reports and financial statements. Approved credit cards applications and reviewed accounts for credit limit increases. Prepared and distributed exception reports to bankers and their managers notifying them of any exceptions to credit policy. Developed and implemented procedures and guidelines for credit card limit of 15k and above. Audit programmed data fields for scorecards against actual information retrieved.

Managed staff, which consisted of; customer services representative, data entry clerks, word processors and file clerks. Provided supported other departments with staff and workflow as required. Trained, and evaluate employees. Implemented tracking system. .__________________________________________________________________________________________________________Management Development Programs, Developed Exceptions Management Tool used to effectively structure and enhance client disputes and reporting, now going into its second phase merchant will be able to respond to disputes on line.Developed Risk Control Self Assessment program for the Chargeback Department to help mitigate risk. This program consists of identifying controls and administering test to ensure that the controls in place function properly. This program was essential to the ongoing the chargeback department which has a monthly volume of $5.5MM. The RCSA was administered quarterly.

Master Of Science - Ms, Leadership And Human Resource Development

Bachelor Of Science, Cybersecurity

Associates, Information Technology