Anindita Ghosh

Operations Associate

Kolkata, West Bengal, India3 yrs 5 mos experience

Most Likely To Switch

Key Highlights

Spearheaded complaint management at Revolut.
Top performer in customer support metrics.
Expert in fraud investigation and compliance.

Stackforce AI infers this person is a Fintech professional with strong expertise in customer support and fraud prevention.

Contact

Skills

Core Skills

Problem SolvingCommunicationCustomer Support

Other Skills

TeamworkConflict Resolution

Experience

3 yrs 5 mos

Total Experience

1 yr 8 mos

Average Tenure

2 yrs 2 mos

Current Experience

Revolut

2 roles

Complaints Analyst

Promoted

Oct 2025 – Present · 7 mos · Remote

Spearheading end-to-end management of formal complaints, ensuring resolution within strict regulatory timelines (FCA, FOS, BOL).
Investigating and resolving complex cases related to fraud, AML, and financial crime with a focus on accuracy, compliance, and fairness.
Drafting Final Response Letter to customers, regulators, and legal authorities, ensuring clarity, transparency, and regulatory alignment.
Partnering with cross-functional teams (Risk, Compliance, Operations, and Legal) to drive effective complaint resolution and prevent recurrence.
Leading root cause analysis of recurring issues and contributing to process optimization and control improvements.
Delivered measurable improvements in customer trust, regulatory compliance, and operational efficiency through structured complaint handling.

CommunicationTeamworkProblem SolvingConflict Resolution

Support Specialist III

Mar 2024 – Oct 2025 · 1 yr 7 mos · Remote

Handled high-volume customer inquiries related to missing, delayed, and failed transfers, ensuring timely and accurate resolution.
Investigated and resolved cases of fraudulent transactions by analyzing transaction patterns, coordinating with internal fraud teams, and communicating outcomes to customers.
Reviewed and escalated unrecognized and unauthorized transactions for deeper fraud investigation, ensuring customer accounts were protected and recovery processes initiated promptly.
Identified scam-related activity including phishing-based payment requests, social engineering scams, and refund fraud, helping reduce customer impact through proactive education and preventive holds.
Maintained strong awareness of compliance protocols, including source of funds and source of wealth concerns in inbound transactions, to ensure customer interactions aligned with regulatory expectations.
Provided specialized support for cryptocurrency transactions.
Contributed to support team KPIs by maintaining high customer satisfaction and first contact resolution rates.
Was awarded as the top performer multiple times within the department for maintaining the highest KPI.

CommunicationTeamworkProblem SolvingCustomer Support

Ttec

Chat Associate

Nov 2022 – Feb 2024 · 1 yr 3 mos · India · Remote

Assisted customers from the United States, United Kingdom, Australia, and Ireland with payment, verification, fincrime, and KYC-related queries.
Monitored and flagged suspicious financial activities, including ghost transactions, synthetic identity fraud, and unusual transaction patterns, in alignment with AML and compliance protocols.
Conducted first-level reviews and escalations of potential money laundering cases, aiding in timely SAR (Suspicious Activity Report) filings and enhancing fraud detection capabilities.
Investigated card-not-present (CNP) fraud cases by analyzing transaction behaviors, IP mismatches, geolocation flags, and device fingerprinting inconsistencies.
Supported global compliance efforts by ensuring all KYC (Know Your Customer) data was accurately collected, validated, and stored in adherence to local regulations and global risk policies.
Led investigations into “Item Not Received” (INR) scams, identifying fraud rings exploiting refund loopholes, manipulating delivery confirmations, and using synthetic or mule identities to bypass detection.
Flagged and escalated accounts exhibiting high INR dispute ratios, inconsistent delivery addresses, or repeat INR claims across multiple merchants—common indicators of organized refund scams.
Partnered with the FinCrime, Fraud Risk, and Compliance teams to develop mitigation strategies and continuously improve red-flag detection methods.
Played a key role in stabilizing the new FinCrime monitoring process by effectively communicating investigative insights and contributing innovative process improvements.
Worked with the team to understand client needs and improve communication strategies.
Effectively conveyed both complex and simple information to help establish and stabilize the new process with my innovative ideas.
Received rewards, recognition, and spot awards for excellent customer verbatim and maintaining top scores pertaining to all metrics.