Jan 2024 – Present · 2 yrs 4 mos · India · Remote

• SME for Chargeback and Disputes - Fraud , | Managed global issuing & acquiring operations for Visa/Mastercard compliance at Revolut
• Lead and managed end-to-end chargeback, fraud, and collections processes across issuing and acquiring teams in compliance with Visa and Mastercard regulations.
• Handled complex disputes via VROL (Visa Resolve Online) and Mastercom, ensuring timely resolution and minimized financial exposure.
• Analyzed chargeback trends to perform root cause analysis, recommend corrective actions, and drive process improvements.
• Served as the SPOC for queue monitoring, ensuring balanced workload distribution and strict adherence to SLAs.
• Managed and resolved JIRA tickets within defined turnaround times and tracked performance against service goals.
• Supported critical escalations by participating in SLA/CRT bridge calls to ensure timely and compliant dispute resolution.
• Created and maintained SOPs, internal documentation on Confluence, and contributed to knowledge-sharing initiatives.
• Delivered training sessions for new hires and existing team members, in collaboration with the L&D team.
• Generated and tracked inflow/outflow reports, CRT breaches, and quality metrics to support continuous improvement.
• Ensured regulatory compliance for dispute handling across US and EU markets, in line with regional and card network requirements.
• Tools & Platforms:
• VROL, Mastercom, JIRA, Confluence, Jove, Looker, Metabase And Back Office

Nov 2022 – Oct 2023 · 11 mos

• Lead and manage end-to-end Chargeback Dispute , fraud , collections, acquiring teams and issuing banks processes in alignment with Visa and Mastercard regulations, including fraud and collections cases. Coordinate with acquiring banks and internal stakeholders to ensure timely and accurate resolution of disputes via VROL (Visa Resolve Online) and Mastercom platforms. Analyze and resolve credit/debit card transaction disputes, including Chargebacks, Re-presentments, Arbitration, and Compliance cases, ensuring regulatory compliance. Perform root cause analysis and process optimization for dispute trends; identify recurring issues and implement corrective actions. Drive Quality Monitoring (QM) processes, develop performance metrics, and report trends for continuous improvement initiatives.

Mar 2019 – Nov 2022 · 3 yrs 8 mos

• Prepare and deliver training sessions to new joiners and existing teams; collaborate with L&D to support continuous learning and upskilling. Create, maintain, and update SOPs, Confluence documentation, and internal knowledge bases to promote standardized workflows and knowledge sharing. Handle JIRA tickets, ensuring timely resolution of assigned cases within defined SLAs. Act as SPOC for queue monitoring, ensuring adherence to workload distribution and resolution timelines across global teams. Coordinate and participate in SLA/CRT bridges for handling high-priority escalations and ensuring resolution within critical timelines. Analyze and address regulatory dispute cases across US and EU markets, ensuring compliance with regional requirements and card network rules. Create and manage inflow/outflow reports and track CRT (Critical Response Team) breaches, ensuring timely escalation and resolution of high-impact cases.

Nov 2021 – Jun 2024 · 2 yrs 7 mos · Bengaluru, Karnataka, India

• 🔹 Subject Matter Expert – FinCrime Chargebacks & Disputes
• 📅 Nov 2022 – Oct 2023
• Led and managed chargeback, fraud, and collections processes across issuing and acquiring teams in compliance with Visa, Mastercard, and Regulation E guidelines.
• Acted as a Subject Matter Expert for US Reg-E cases, ensuring consumer protection compliance for unauthorized transactions and EFT disputes.
• Served as SPOC for queue monitoring, handled SLA breaches, CRT escalations, and dispute resolution via VROL and Mastercom.
• Delivered training sessions, maintained SOPs and Confluence documentation, and collaborated with L&D for onboarding and upskilling.
• Participated in bridge calls for high-priority escalations, supported dispute handling across US and EU regions, and ensured audit-ready documentation.
• Tools used: VROL, Mastercom, JIRA, Confluence, Looker, Jove, Metabase.
• 🔹 Senior Analyst – Card Disputes & Chargeback Operations
• 📅 Mar 2019 – Oct 2022
• Processed end-to-end credit/debit card disputes for Visa and Mastercard customers, including cases covered under US Regulation E (EFT and unauthorized transactions).
• Investigated chargeback, re-presentment, arbitration, and compliance disputes in line with card scheme rules and federal consumer regulations.
• Performed root cause analysis of recurring dispute issues and contributed to ongoing process optimization and compliance alignment.
• Monitored queues, maintained SLAs, and logged detailed case notes for regulatory and internal audits.
• Collaborated with internal teams to close compliance gaps and maintain consistent dispute handling practices across jurisdictions.
• Delivered customer support via chat, ensuring fast and compliant resolution of sensitive transaction issues.
• Tools used: VROL, Mastercom, JIRA, Confluence, Back office and Metabase.

Mar 2019 – Nov 2021 · 2 yrs 8 mos · Bangalore Rural, Karnataka, India · On-site

• Handled end-to-end chargeback and fraud dispute resolution for debit card transactions in alignment with Visa and Mastercard regulations.
• Researched and resolved cardholder disputes related to unauthorized and fraudulent transactions, ensuring timely case closure within SLA/TAT targets.
• Managed daily operations of the chargeback process including initiating appropriate reason codes, issuing temporary credits, and coordinating case documentation.
• Responded to retrieval requests and chargebacks, ensuring compliance with regulatory and card network standards.
• Investigated and processed high-risk and high-value disputes, including those involving premier clients, maintaining exceptional service quality.
• Reported fraud cases, blocked compromised cards, and conducted account reviews based on customer inquiries and suspicious activity.
• Maintained production dashboards, tracked daily inventory, and submitted EOD reports to leadership for SLA and productivity tracking.
• Provided account maintenance support and guided customers through bank statement reviews related to disputed transactions.
• Tools & Processes:
• Visa, Mastercard portals, internal banking CRM tools, Excel, production dashboards.