Scott Kelley
About Scott Kelley
Scott Kelley is a Retail Card Disputes Analyst at Starling Bank in Cardiff, Wales, specializing in chargeback disputes through Mastercard Connect. He has over a decade of experience in customer service, previously serving as a Customer Service Manager at Tesco.
Work at Starling Bank
Scott Kelley has been employed at Starling Bank as a Retail Card Disputes Analyst since 2021. In this role, he specializes in managing chargeback disputes through Mastercard Connect. He ensures compliance with established timeframes and regulations while evaluating cases to determine the most effective dispute type for customers. Prior to his current position, he worked as a Customer Contact Representative at Starling Bank from 2020 to 2021, where he communicated with cardholders and retailers through in-app chat, calls, and emails.
Previous Experience at Tesco
Before joining Starling Bank, Scott Kelley worked at Tesco as a Customer Service Manager from 2010 to 2018. During his eight years in this role, he developed skills in customer service management and team leadership. His experience at Tesco provided him with a solid foundation in handling customer inquiries and resolving issues effectively.
Education and Expertise
Scott Kelley possesses expertise in chargeback disputes and compliance with Mastercard regulations. His current role requires him to stay informed about the latest Mastercard rules to ensure accurate submission of claims. His background in customer service, combined with his analytical skills, supports his ability to evaluate disputes effectively.
Skills in Customer Communication
In his roles at Starling Bank, Scott Kelley has demonstrated strong communication skills. He utilizes various channels such as in-app chat, phone calls, and emails to interact with cardholders and retailers. His ability to communicate effectively is essential for resolving disputes and ensuring customer satisfaction.