Oct 2023 – Dec 2024 · 1 yr 2 mos · Gurugram, Haryana, India · On-site

• As a Dispute Analyst, I am responsible for handling both fraud and non-fraud customer disputes. My key duties include monitoring transactions to detect suspicious activity, mitigating potential losses, and protecting the reputational risk. I review reported transactions to validate, investigate, and file disputes, ensuring a chargeback win rate of 95% and that resolutions are completed within the SLA timeframe. Additionally, manage credit allocation data, review ATO and third-party fraud cases, and collaborate with the fraud team to make informed decisions on losses. I also handle cases involving 3DS and token authentication for Mastercard Zero Liability (MCZL) to appropriately book losses. I present bi-weekly updates to stakeholders, work on Request for Information (RFI) tickets to gather essential data for quick resolutions, and consider issuing goodwill credits to maintain customer satisfaction. Also analyze risky merchants and recommend medium/high/very high rules on Sardine to safeguard our platform and reduce fraud losses.

Dec 2021 – Oct 2023 · 1 yr 10 mos · India · On-site

• Fraud Analyst: Experienced in investigating suspicious activity for the company. Also served as the Fraudulent Applicant (FAP) Queue Subject Matter Expert (SME). Possesses strong knowledge of Chargeback, Pre-arbitration, and Representment stages, following both Visa and MasterCard association policies and procedures. Additionally, has a solid understanding of Ethoca responses and Electronic Funds Transfer (EFT)/Merchant Credit (MIC) rebill workbaskets. Actively participated in the transition process, identifying loopholes, escalating issues, and resolving them promptly. Led the All Hands meeting in Q3, prepared business presentations, and is involved in various networks within the organization. Always available to support the team with tech-related issues and assist in building a roadmap to meet KPIs. Promotes exemplary skills in project management, analytics, and fraud pattern detection.