Aug 2015 – Dec 2019 · 4 yrs 4 mos · Bengaluru Area, India

• Roles & Responsibilities :
• Fraud and Risk investigation
• Analyze fraudulent account behavior/transactions to determine root cause losses and perform analysis on customer accounts to identify potential fraudulent operations.
• Reduced family fraud, credit card frauds, account takeovers (ATO), identity theft analyzing fraud trends and monitoring fraud Indicators and taking appropriate preventive measures.
• Analyzed extensive chargeback and high spender data to establish behavioral patterns of good and risky customers.
• Handling Escalations
• In recognition of my ability to manage high pressure customer-facing situations, I was asked to manage the Escalations Management team. Worked on escalations escalated for buyer abuse check, including social media escalations, executive escalations raised by internal stakeholders. I had sole responsibility for devising and documenting the processes and procedures used to manage critical service failures
• Mentor and Trainer
• Mentored four batches of total 26 investigators and trained one batch of six investigators. Batches were able to meet and exceed their Goals and Won Best Performance Award during the mentoring period
• Business to business verification Team
• Companies opening business accounts need to be authenticated and documents to be validated. Initially learned and worked with the business team to verify business accounts and then did check for high $ fraud related to the very business accounts
• Additional Responsibilities
• Arranging & chairing weekly team meetings, focusing on targets & achievements. Motivating the team to achieve high standards and targets.
• Preparing daily workloads for staff & coordinating the daily allocation of work.
• Preparing shrinkage and schedule adherence report for the team. performance matrix with quality goals of the team.
• Mentoring and training up junior and new staff. Implementing new initiatives
• Key Project Details
• Relations SOP
• Easy Ship Fake Order Investigations
• Worldwide SIPH ANALYSIS