May 2024 – Jul 2025 · 1 yr 2 mos · Gurugram, Haryana, India · On-site

• 1. Handling team as a subject matter expert, leading team for achieving the kpi and sla given by the client.
• 2. Performing in-depth investigations on payment/consumer errors, ACH transactions and unauthorized funds transfers to analyze fraud occurrence.
• 3. Analyzing high-risk activities, including high-dollar transactions, abnormal spending patterns, account takeovers, and inconsistent IP addresses to detect and mitigate potential fraud.
• 4. Perform chargebacks and other pieces of the fraud management lifecycle to recover funds on behalf of the financial institution and/or customer.
• 5. Managed calls, secured documentation, resolved disputes, and consistently maintained a 95% compliance rate, boosting customer satisfaction.
• 6. Conducting thorough research, analysis, and documentation of account activity, and exercising personal judgment to take appropriate actions that eliminate or reduce fraud and suspicious behavior.
• 7. Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations.

Feb 2023 – Apr 2024 · 1 yr 2 mos · Gurugram, Haryana, India · On-site

• Perform research on customer disputes for transactions (credit card, debit card, ATM/PIN, POS) to determine if an unauthorized transaction has occurred and take appropriate actions to help resolve the claim within required timeframe.
• Analyzing abnormal activities such as high dollar unauthorized transactions, abnormal spending pattern, account takeover, etc.
• Perform chargebacks, compile and evaluate the presentments received from the merchant.
• Complete issuance of provisional credits, customer letters and handling presentments and pre-arbitration/compliance cases.
• Document the investigation, preparing proper evidences and decision for claim resolution.
• Inbound or outbound contact with merchants and/or customers to verify transaction information.