I lead dispute investigations for the Apple Cash program at Green Dot Bank, managing high-volume card and ACH dispute operations.
I lead 5–7 onshore staff and help manage 15–20 BPO/Wipro agents, maintaining a quality score above 96% across caseloads of around 15,000 cases each month.
I build training and coaching programs that reduce new-hire ramp time, monitor provisional credit, refunds, ACH validation, and daily workloads, and partner with BPO teams to manage expectations.
With more than 12 years in payments and disputes, I'm NACHA-certified and focused on Regulation E compliance, chargeback lifecycles, KPI and SLA performance, and turning complex workflows into measurable gains.
