Years of experience: 8

Complaint Resolution SpecialistChief Customer Officer (CCO)Customer ServiceProduct Manager⚖️ LegalIT

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Terry's Career Path
Disputes ManagerJun. 2023 -
Jul. 2025
Trade RepublicDisputes Manager
Berlin/BremenPre-Launch (Card Product Readiness) - Collaborated with Product to scope and negotiate MVP requirements, ensuring compliance, analyst workflows, and customer experience were balanced. - Prepared end-to-end process documentation and visual flowcharts to support launch readiness. - Helped build the initial case manager in low-code tools, integrating workflows for dispute intake, cross-team hand...
Card Operations CoordinatorSep. 2022 -
May. 2023
DenizBank AGCard Operations Coordinator
Vienna, Austria-Collaborated with Compliance and Legal teams to prepare outsourcing documentation for FMA regulatory notifications, including risk assessments, exit plans, and due diligence on partners. - Designed KPIs for card operations processes, creating a framework for monitoring efficiency and compliance. - Helped design and document a chargeback process for the banking app, improving dispute handling...
Cards and Chargebacks Team LeaderDec. 2021 -
Jun. 2022
BitpandaCards and Chargebacks Team Leader
Vienna, Austria- Built Bitpanda’s first acquiring chargeback process (Worldpay → later Paysafe) from scratch, including playbooks, comms guides, and templates. - Trained and scaled a team of specialists to manage acquiring chargebacks and escalations, ensuring SLA compliance and recovery of funds. - Partnered with the newly created Fraud Risk team to align chargeback handling with fraud investigations. - De...

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