Monica Maxwell

Communicates and educates clients on product features and benefits to enhance understanding and satisfaction. Demonstrates the ability to handle the majority of customer interactions independently, providing exceptional service and support.

Proactively monitored daily merchant activities to identify and mitigate instances of fraud, potential financial losses, and chargebacks. Conducted meticulous reviews, and submitted written reports of flagged accounts, addressing issues related to chargebacks, elevated sales volumes, and risk assessment details.

Executed meticulous investigations and secured requisite documentation for diverse claim categories, encompassing fraud and non-fraud cases such as Debit, ACH, ATM, POS, and Bill Pay. Demonstrated expertise in overseeing representments, pre-arbitration activities via Visa Resolve Online, and meticulous inventory management controls.

Conducted thorough investigations into fraud and identity theft, mitigating potential revenue loss for the company. Spearheaded synchronized data sharing and best practices initiatives across multiple fraud departments, contributing to the development and implementation of company-wide methods and procedures.

Orchestrated and managed high-priority escalations, customer appeals, and mitigations for top-tier clientele. Provided on-the-job assistance and guidance to Service Representatives in processing customer requests, ensuring accuracy and efficiency in service delivery.

Studied merchandising and design principles. Gained foundational knowledge in the field.