Lindiwe Martha Tshabalala
Chargeback Analyst
620 White City Jabavu, Soweto,GP
Summary
Experienced with chargeback analysis, ensuring compliance and accurate dispute resolution. Utilizes strong investigative skills to identify fraudulent activities and mitigate financial risks. Track record of maintaining detailed records and providing clear communication with stakeholders.
Overview
19
19
years of professional experience
Work History
Chargeback Analyst
FNB Merchant Services
Johannesburg
09.2013 - Current
- Strengthened financial operations by conducting bank reconciliations and financial reporting.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Minimized fraudulent claims by thoroughly reviewing transaction data and substantiating evidence provided by merchants or customers.
- Conducted detailed investigations into complex cases, resulting in successful resolutions for both company and clients.
- Improved company reputation for secure transactions with vigilant monitoring of potential fraudulent activities.
- Streamlined the dispute resolution process through effective communication with merchants, banks, and customers.
- Exceeded performance metrics for chargeback resolution timeframes and customer satisfaction scores on a consistent basis.
- Navigated sensitive situations involving disputes between merchants and customers with professionalism and diplomacy, achieving mutually satisfactory outcomes whenever possible.
- Identified trends in fraud patterns, enabling proactive measures to mitigate risks associated with high-risk transactions or industries.
- Identified fraud and reported suspected cases to appropriate contact.
- Increased customer satisfaction by providing prompt and accurate resolutions to chargeback disputes.
- Investigated disputed credit or debit card transactions.
- Reduced financial losses from chargebacks by closely monitoring transactions and identifying suspicious activity.
- Resolved disputes by processing refunds and debits to cardholders or merchants.
Interchange Administrator
FNB Merchant Services
Johannesburg
03.2011 - 08.2013
- Visa/ Mastercard/Bankserve process on represents and fulfillment
- Run an effective Copy Request fulfillments on the different systems
- Run an effective Notifications to merchants
- Printing of the Visa copy request and documentation to be done daily
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
Financial Administrator
FNB Merchant Services
Johannesburg
01.2007 - 03.2011
- Answering phones professionally
- Respond to customers enquiries
- Handle and resolve customer complains
- Process forms and applications
- Provide customers with products and service information
- Research required information using available resources
- Complete call logs
- Complete call reports
- Follow up customer calls where necessary
- Route calls to appropriate resources
- Identify and escalate priority issues
- SUMMARY OF MY WORK AS AN INTERCHANGE ADMINISTRATOR
- Capture of new merchant setup for various regions on CIS ; CAMS, TDC and REMEDY
- Receive email via Remedy by the team leader or Prep Clerk
- Print and distribute accordingly by Regions
- Capture information provided on CIS; CAMS, TDC and REMEDY Screens
- Merchant numbers will be generated
- Terminal numbers been supplied by regions via email & captured accordingly
- Merchant numbers sent back to Regions via Remedy
- Non FNB- African Subs
- African Subs email us Merchant Setups
- Creating a profile on CIS ; CAMS
- Print and distribute accordingly
- Capture information provided on CIS: CAMS & TDC Screens
- Capture information on Remedy
- Send Merchant numbers via email back to the African Subs
- Responsible for maintenance( changes ), linkages on new & existing merchants
- Diners And Amex Cards
- Responsible for Linkages, Diners, American Express and Merchant information for Diners Amex And First Auto
- Fax and email information to them
- Financial Capturing
- Capturing of new application for Credit Cards and Debit Cards which might include client v.a.t. and registration numbers.
- Handling queries from merchants from various countries
- Linking of the terminal numbers to the new and already existing merchants.
- Telephonically assisting merchant and technicians about queries relating to both the merchants and terminals.
- Customer Service
- Updating clients data
- Administration
- Conflict Handling
- Foreign Cash Advance for Botswana, Malawi and Namibia
- Balancing of the payments from Botswana to the GL and give to the (Settlement Clerk)
- Assisting in the Team in Team Leader’s Absence, do OTP Rejections, Audit Mass and Non Financial Capturing
- Bad Batches ( Sub Reject System)
- Release transactions/ amounts for Fraud, Amex, Diners, 667
- Dump transactions (110)
- Handling Large amounts of Fraud, Amex and Diners
- Outstanding Large amounts for Fraud, Amex and Diners
- Credits (058)
- Outstanding Credits
- Delete transactions
- Answering phones professionally
- Respond to customers enquiries
- Handle and resolve customer complains
Education
High School Diploma -
Supreme Educational College High School
Johannesburg, South Africa01.2001
High School Diploma -
UNISA
Johannesburg, South Africa12.2007
Skills
Investigation techniques
Payment processing
Dispute resolution
Credit card processing
Chargeback management
Deadline management
Microsoft Excel
Bank reconciliation
Customer service
Time management
Journal entries
Data entry
Bank statement reconciliation
Transaction monitoring
Microsoft office
Timeline
Chargeback Analyst
FNB Merchant Services
09.2013 - Current
Interchange Administrator
FNB Merchant Services
03.2011 - 08.2013
Financial Administrator
FNB Merchant Services
01.2007 - 03.2011
High School Diploma -
UNISA
High School Diploma -
Supreme Educational College High School