Stephanie Hancock

Achieved a 47/47 initial chargeback win record including Discover and pre-arbitration cases, conducted fraud analysis and compliance reviews to minimize financial exposure. Built VIP program KPIs, partnered with vendors to expand rewards, and produced executive reports tracking operational risk and player trends.

Managed VIP accounts and developed engagement strategies that boosted retention and revenue, while monitoring payment activity and proactively addressing discrepancies to minimize chargebacks. Collaborated with compliance to flag potential fraud and designed targeted player campaigns using Braze.

Supervised five representatives and improved support quality and escalation management while reviewing and processing chargeback claims via Stripe with detailed documentation. Trained and coached staff to increase consistency and operational efficiency.

Investigated high-volume chargeback cases and ensured compliance with Reg E, Reg Z, and card network rules while processing and coding 2,500+ fraud cases weekly. Utilized VROL and Microsoft Dynamics 365 to identify fraudulent activity and coordinate resolutions with banks and merchants.

Managed accounts receivable, invoicing, and reconciliations for 175 files monthly, processed payments and tracked outstanding balances to maintain financial accuracy. Streamlined account tracking and payment allocation processes to improve efficiency.

Completed a Bachelor of Science in Applied Human Science, graduating in May 2013.

Completed coursework in Business and Applied Human studies; no degree indicated.