Shubham S. — Associate Consultant

I am a Senior Investigation & Regulatory Analyst at PayPal, where I focus on resolving account limitations, disputes, risk holds, and transactional concerns for US-based clients. My work involves safeguarding the platform from fraud, financial theft, and compliance risks (OFAC, KYC/KYB, CIP), while ensuring a seamless and secure user experience. Alongside my core responsibilities, I have also served as an Execution Escalation Specialist, managing high-impact legal and financial escalations. This includes handling UCC liens, security interests, guarantees, and legal demand letters, as well as verifying accounts, agreements, and collateral for legal accuracy. I actively collaborate with internal legal teams, leveraging 11+ internal tools to deliver timely and compliant resolutions. My experience also extends to GCCA Lite case management, where I handled escalated customer complaints across chat, email, and voice, ensuring accurate documentation, investigation, and resolution. These roles have sharpened my ability to work across complex regulatory, legal, and operational frameworks. Previously, I worked as a Senior Quality Analyst at DeliverHealth Solutions, supporting Xfinity processes for US clients, and at 247.ai for over 4 years, delivering customer support for global clients including Capital One (Banking), Hilton (Hospitality), and Target (eCommerce). These experiences built my foundation in quality analysis, customer service, and process excellence across banking, hospitality, and eCommerce domains. With a diverse career spanning risk management, legal escalations, compliance investigations, and customer experience, I bring a data-driven and strategic approach to every challenge. ✨ In addition, I am trained in Generative AI with expertise in 12+ AI tools, which I leverage to bring innovation, automation, and efficiency to regulatory and operational problem-solving. By combining financial, regulatory, and AI-driven insights, I aim to create sustainable and secure digital finance solutions.

Stackforce AI infers this person is a Fintech professional with expertise in fraud prevention and regulatory compliance.

Location: Bengaluru, Karnataka, India

Experience: 8 yrs 5 mos

Skills

Fraud Prevention
Compliance
Quality Assurance
Customer Service
Semantic Web

Career Highlights

Expert in fraud prevention and regulatory compliance.
Proficient in leveraging AI tools for operational efficiency.
Strong background in quality analysis and customer service.

Work Experience

PayPal

Investigation and Regulatory Analyst Agent 3 (1 yr)

Investigation and Regulatory Analyst (2 yrs 5 mos)

DeliverHealth

Senior Quality Analyst (9 mos)

[24]7.ai

Executive Analyst (5 mos)

Support Specialist (4 yrs 3 mos)

National Institute of Technology , Patna

Project Intern as a Research Scholar (4 mos)

Globsyn Technologies

Trainee (2 mos)

NIIT Technologies

Trainee (2 mos)

Aptech

Trainee (1 mo)

Education

Bachelor of Technology (B.Tech.) at Sikkim Manipal Institute of Technology

School level education at Kendriya Vidyalaya

High School Diploma at St. Karen's High School

Shubham S.

Associate Consultant

Bengaluru, Karnataka, India8 yrs 5 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in fraud prevention and regulatory compliance.
Proficient in leveraging AI tools for operational efficiency.
Strong background in quality analysis and customer service.

Stackforce AI infers this person is a Fintech professional with expertise in fraud prevention and regulatory compliance.

Contact

Skills

Core Skills

Fraud PreventionComplianceQuality AssuranceCustomer ServiceSemantic Web

Other Skills

Adobe PhotoshopAnalytical SkillsAnti-Money LaunderingBank Fraud PreventionBusiness DevelopmentCC++Card-Not-Present Fraud PreventionChange ManagementCommunicationComputer Network OperationsCredit Card Fraud PreventionData AnalysisDispute ResolutionDispute Settlement

About

Experience

Paypal

2 roles

Investigation and Regulatory Analyst Agent 3

Apr 2025 – Present · 1 yr · Bengaluru, Karnataka, India · Remote

As a dedicated professional within PayPal’s Global Financial Crimes and Customer Protection team, I specialize in safeguarding the platform by ensuring compliance with PayPal’s Acceptable Use Policy (AUP) and mitigating financial risks. My role focuses on risk management, fraud prevention, and regulatory compliance to protect both users and the platform.
Key Responsibilities:
Limitation & Dispute Resolution: Serve as the primary liaison for addressing risks related to account fraud, financial theft, and transaction disputes.
Fraud & Risk Investigations: Conduct thorough investigations into chargebacks, unauthorized activities, security holds, risk declines, KYC/KYB verifications, AML compliance, and AUP violations while adhering to strict regulatory and legal standards.
Advanced Fraud Detection: Utilize transaction analysis, customer verification, IP and phone tracking, linked account reviews, and external database checks to validate activities and prevent financial crimes.
Execution Escalation Specialist | PayPal
Alongside my core role, I’ve managed high-priority legal and financial escalations involving legal firms, secured parties, and merchants. My responsibilities include:
Handling UCC liens, guarantees, and demand letters
Verifying accounts, signatures, agreements, and collateral for compliance
Collaborating with legal teams via Kana and 11+ internal tools
I’ve also worked on GCCA Lite cases, addressing customer complaints from chat, email, and voice. This involves documenting cases in multiple systems and sending final email responses with clear case outcomes.
With a strong background in financial crime prevention, risk assessment, legal case handling, and compliance enforcement, I am committed to ensuring a secure and compliant digital finance ecosystem at PayPal.

limitationsDispute ResolutionDispute SettlementKYCPayment GatewaysFraud Detection+10

Investigation and Regulatory Analyst

Oct 2022 – Mar 2025 · 2 yrs 5 mos · Bengaluru, Karnataka, India · Remote

As a key member of PayPal's Global Financial Crimes and Customer Protection team, I ensure adherence to PayPal’s Acceptable Use Policy (AUP) while actively managing risks on the PayPal platform. My responsibilities include:
Serving as the primary point of contact for Limitation & Dispute Resolution, proactively identifying and mitigating risks related to account-level fraud, financial theft, and disputes.
Conducting thorough investigations into chargebacks, Customer Identification Program (CIP) verifications (KYC/KYB), unauthorized transactions, security holds, risk declines, Anti-Money Laundering (AML), Business Risk Management (BRM), and AUP violations in strict compliance with legal and regulatory requirements.
Utilizing comprehensive fraud detection tools and methodologies, such as customer contact, PayPal activity analysis, phone and IP address verification, linked account assessments, and external databases, to authenticate transactions and activities.

SecurityPayment SystemsDispute ResolutionFraud InvestigationsFraud DetectionFraud Prevention+7

Deliverhealth

Senior Quality Analyst

Jan 2022 – Oct 2022 · 9 mos · Bengaluru, Karnataka, India · Remote

As a Senior Quality Analyst at DeliverHealth, I specialized in managing client relationships with a focus on U.S.-based customers seeking Xfinity services, including Internet, TV, and Home phone.
Key Responsibilities:
Customer Needs Assessment:** Engaged extensively with clients to discern their specific requirements regarding Xfinity services.
Customized Service Recommendations:** Advised clients on optimal service packages tailored to their individual needs through effective questioning and analysis.
Strategic Upselling: Implemented successful upselling strategies to introduce additional services aligned with client interests and requirements.
Online Order Facilitation: Facilitated seamless online ordering processes for clients, ensuring a streamlined and satisfactory customer experience through chat support.
Resource Utilization: Leveraged diverse digital platforms and resources to swiftly resolve customer inquiries and provide comprehensive support.
Achievements:
Recognized for consistently achieving upselling targets, contributing to an increase in revenue by X%.
Commended for maintaining high customer satisfaction ratings, averaging Y% throughout tenure.
Skills and Expertise:
Proficient in customer needs analysis and personalized service delivery.
Effective communicator with a demonstrated ability to enhance client satisfaction through proactive engagement.
Expertise in utilizing digital tools and platforms to optimize customer support and service delivery.

Network SecurityQuality ControlData AnalysisQuality AssuranceResearchInternal Audits+2

[24]7.ai

2 roles

Executive Analyst

Aug 2021 – Jan 2022 · 5 mos

As a Senior Semi Voice Technical Support Executive at 247.ai, I specialized in managing client interactions across diverse processes including Banking, Hospitality, and eCommerce. My role focused on assisting clients from the US, UK, Canada, and Australia through both voice and non-voice channels.
Key Responsibilities:
Process Expertise: Successfully managed operations across Banking, Hospitality, and eCommerce sectors, ensuring efficient client support.
Client Engagement: Provided comprehensive assistance to clients, utilizing both voice and non-voice mediums such as chat and email.
Global Client Support: Engaged with clients based in the US, UK, Canada, and Australia, ensuring tailored solutions and exceptional service delivery.
Voice and Non-Voice Balance: Delivered support through a balanced approach of 70% voice interactions and 30% non-voice interactions to effectively meet client needs.
Achievements:
Recognized for consistently meeting and exceeding service level agreements (SLAs) across multiple processes.
Commended for maintaining high client satisfaction ratings through proactive and personalized support strategies.
Skills and Expertise:
Proficient in managing multi-process environments with a focus on Banking, Hospitality, and eCommerce sectors.
Strong communication skills demonstrated in voice and written interactions.
Expertise in providing efficient and customer-centric support solutions across global markets

ManagementMicrosoft WordMicrosoft ExcelCustomer Service

Support Specialist

Oct 2017 – Jan 2022 · 4 yrs 3 mos

Microsoft PowerPointEnglishMicrosoft OfficeCommunicationMicrosoft WordMicrosoft Excel

National institute of technology , patna

Project Intern as a Research Scholar

Jan 2016 – May 2016 · 4 mos · Patna

Semantic Web Specialist | Tuberculosis Treatment Project
I led a major project focusing on Semantic Web within the field of Web Mining. Our initiative centered on designing a hierarchical framework for Tuberculosis treatment in India, aligning closely with WHO guidelines. Notably, this was not a conventional Database project.
Key Contributions:
Semantic Web Expertise:*Utilized SQWRL and SWRL rules to develop an ontology framework tailored for Tuberculosis treatment protocols, employing Protege software for implementation.
Project Leadership: Directed the creation and maintenance of a comprehensive hierarchical structure, ensuring adherence to WHO standards and optimizing treatment strategies.
Collaborative Development: Worked closely with multidisciplinary teams to integrate semantic technologies effectively, enhancing accessibility and usability of treatment guidelines.
Achievements:
Successfully implemented a robust ontology framework, significantly improving accessibility and efficacy of Tuberculosis treatment protocols.
Recognized for expertise in Semantic Web technologies and contributions to advancing healthcare initiatives.
Skills and Technologies:
Proficient in SQWRL and SWRL rules for ontology development.
Experienced with Protege software for semantic modeling and implementation.
Strong background in Web Mining and Semantic Web methodologies, with a focus on healthcare applications.