Mar 2016 – Mar 2022 · 6 yrs · Gurgaon, India

•  Ensure accurate analysis of Fraudulent Application claims and make sound decisions to approve or decline the same through systematic analysis.
•  Responsible for providing world-class customer service to card members, merchants and internal customers while gathering and analyzing pertinent data to determine the appropriate course of action.
•  Making sound business decisions while managing critical business processes such as referrals/Escalations, Legal Requests, Compliance.
•  Identifying fraud trends and developing continuous process improvements while meeting or exceeding performance guidelines.
•  Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.
•  Provide Feedback on Performance Gaps and Improvement Opportunities..
•  Act as a consultant to the internal client, developing robust business solutions and tangible
• project opportunities while developing and maintaining strong relationships.
•  Respond to all customer queries in a timely and comprehensive manner to ensure customer
• satisfaction
•  Making a pro-active attempt to identify fraudulent charges
•  Balance customer interests with the interests of American Express.
•  Identify and investigate unauthorized/suspicious fraud claims and high-risk transactions