Tonisha Fields Email & Phone Number

Columbus, Georgia

Columbus, Georgia Area

Customer Service Specialist II• Determine if disputed transactions are covered under federal regulations.• Establish oral and written communications with cardholders and merchants.• Gather and analyze transaction data to include sales drafts, sales receipts, and account history.• Determine if chargebacks should be initiated, or if the transaction should be placed back on a cardholder’s account.• Communicate decisions and appropriate rationale to the cardholder (calculate… Show more Customer Service Specialist II• Determine if disputed transactions are covered under federal regulations.• Establish oral and written communications with cardholders and merchants.• Gather and analyze transaction data to include sales drafts, sales receipts, and account history.• Determine if chargebacks should be initiated, or if the transaction should be placed back on a cardholder’s account.• Communicate decisions and appropriate rationale to the cardholder (calculate finance charges using past account history if necessary)• Maintains acceptable level of productivity. Applies and develops basic skills in procedures, processes and techniques appropriate for this position.• Refers questions and problems to higher levels.• Researches and processes disputed cardholder transactions that are received in writing from cardholders and merchant customers.• Handle several aspects of the dispute process while ensuring compliance with VISA/MasterCard/AMEX and Federal regulations.• Monitor disputed transactions for possible fraudulent activity.• Maintain accurate and complete documentation of every phase of the dispute process.• Establishes a positive rapport with the Client(s)• Accountable for ownership of Client’s needs and requestsSeptember 2014-PresenrEscalation Gate• Answer and assist team members with escalated calls• Respond to Urgent issues per Risk Management Help Desk• Monitor call volume and adjust skill levels as needed via CMS• Update Schedules as needed IEX• More involvement with client on bank specific issues Show less

Columbus, Georgia Area

• Customer Service for Inbound and Outbound calls• Sales for current and future customers.• Troubleshooting for cable boxes and television sets• Product Knowledge for different services that were offered (DVR, Video On Demand)• Review of billing with customers to determine accuracy• Collection and adjustments of payments if necessary

Columbus, Georgia Area

• Insurance Verification (Determination of eligibility )• Benefits Verification (HCPCS and ICD-9)• Claims adjustment for members (and provide detailed explanation if needed)• Processing claims for providers and facility (and provide detailed explanation if needed)• Customer Service for inbound and outbound calls (provide benefits, claims, and insurance verification)• Work with employers and other Blue Cross Blue Shield Companies to solve member inquiries• Establishes a… Show more • Insurance Verification (Determination of eligibility )• Benefits Verification (HCPCS and ICD-9)• Claims adjustment for members (and provide detailed explanation if needed)• Processing claims for providers and facility (and provide detailed explanation if needed)• Customer Service for inbound and outbound calls (provide benefits, claims, and insurance verification)• Work with employers and other Blue Cross Blue Shield Companies to solve member inquiries• Establishes a positive rapport with the Client(s)• Accountable for ownership of Client’s needs and requests Show less