Detra Kirby
Lexington,SC
Summary
Professional chargeback specialist prepared for this role. Skilled in transaction analysis, fraud detection, and dispute resolution. Focused on team collaboration and achieving results. Reliable and adaptable, with strong problem-solving and communication skills.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
9
9
years of professional experience
Work History
Chargeback Analyst 2
Velera
St. Petersburg, Florida
01.2022 - Current
- Review, research and resolve dispute inquiries for cardholders, credit unions, and internal teams.
- Analyze fraud and dispute documentation and apply regulatory and card-association case actions.
- Process chargebacks and funds recovery within required timeframes.
- Interpret merchant responses and determine next steps, including arbitration and compliance.
- Maintain accurate case files, documentation, and timely actions throughout case cycles.
- Generate compliant cardholder correspondence.
- Monitor workflow trends and recommend improvements to leadership.
- Train and mentor Chargeback Analyst I on complex cases.
Case Manager
Wells Fargo
09.2018 - 01.2022
- Conduct investigations into fraud, unauthorized transactions, and account irregularities.
- Analyze accounts and transaction patterns to identify risks and policy violations.
- Review documentation to validate dispute legitimacy and ensure compliance with regulations including Reg E, Reg Z, and AML.
- Communicate findings to customers and internal teams and recommend reimbursement or escalation.
- Provide high-quality customer service via phone, chat, and written communication.
- Resolved over 300 investigations monthly with 98% accuracy.
- Recovered over $250,000 in fraudulent losses through early detection.
- Reduced claim-processing time by 20%.
- Escalated more than 150 high-risk cases annually to the Financial Crimes team.
Fraud & Claims Operations Specialist
Wells Fargo
09.2017 - 01.2022
- Investigated suspicious financial activity including fraud, chargebacks, and unauthorized transactions.
- Assessed customer accounts for risks and policy violations.
- Maintained documentation accuracy and ensured regulatory compliance.
- Delivered strong customer support in a remote environment.
- Resolved more than 300 investigations monthly with high accuracy.
- Helped prevent high-risk fraud by identifying patterns and escalating critical cases.
- Trained new investigators to improve team productivity.
Claims Resolution Specialist
Teleperformance
Columbia Sc, South Carolina
01.2017 - 09.2018
- Reviewed and processed pharmacy benefit claims and resolved claim discrepancies.
- Investigated billing errors and responded to member and provider inquiries.
- Ensured HIPAA compliance and maintained case documentation accuracy.
- Handled over 100 cases weekly with high accuracy.
- Reduced escalations by 20% through thorough investigation and proactive communication.
- Resolved complex claims issues through effective communication with clients and stakeholders.
- Collaborated with cross-functional teams to streamline claims processing workflows, enhancing efficiency.
- Mentored junior staff on best practices for claims resolution and customer service excellence.
- Facilitated resolution of escalated claims by employing negotiation and problem-solving techniques.
Education
High School Diploma -
Midlands Middle College
West Columbia, SC01.2015
Skills
- Microsoft office
- Transaction monitoring
- Investigation techniques
- Dispute resolution
- Banking operations
- Client relationship building
- Document coordination
- File management
- Organization skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking
- Critical thinking
- Microsoft Excel
- Financial records and reporting
- Data entry
- Analytical thinking
- Financial analysis
Languages
English
Native or Bilingual
Timeline
Chargeback Analyst 2
Velera
01.2022 - Current
Case Manager
Wells Fargo
09.2018 - 01.2022
Fraud & Claims Operations Specialist
Wells Fargo
09.2017 - 01.2022
Claims Resolution Specialist
Teleperformance
01.2017 - 09.2018
High School Diploma -
Midlands Middle College