Richa Lalwani

• Served as Subject Matter Expert (SME) for the American Express Fraud Operations process, CBO (Credit Bust
Out) specialising in Fraud Analysis, Fraud Prevention, KYC (Know Your Customer), AML (Anti-Money Laundering),
and Transaction Monitoring.
• Led and managed a team of 14 Fraud Analysts, providing performance coaching, workflow management, quality
oversight, and process guidance to ensure adherence to client SLAs and compliance requirements.
• Conducted investigations into suspicious transactions, potential fraud activities, and high-risk customer accounts
while ensuring compliance with regulatory and internal risk-management standards.
• Supported fraud-risk mitigation initiatives by identifying emerging fraud trends, recommending preventive controls,
and driving process-improvement opportunities.
• Acted as the primary escalation point for complex fraud, compliance, and customer-risk cases, ensuring timely
resolution and effective stakeholder communication.
• Delivered training, knowledge-sharing sessions, and process updates to improve team productivity, accuracy, and
customer outcomes.
• Promoted to Quality Analyst based on strong domain expertise and leadership performance.
• Performed quality audits, transaction reviews, and compliance assessments to ensure adherence to American
Express policies, KYC/AML regulations, and operational standards.
• Analysed quality trends, identified root causes of errors, and implemented corrective actions that improved overall
process accuracy and service quality.
• Prepared quality scorecards, audit reports, and performance dashboards for management reviews and continuous
improvement initiatives.

• Managed end-to-end fraud investigations and transaction-dispute cases for global card members across
consumer, corporate, and premium segments, aligned with Amex network rules.
• Investigated unauthorised transactions, account-takeover attempts, and suspected fraud patterns; documented
findings, initiated chargebacks, and recovered losses while protecting customer relationships.
• Maintained consistently high CSAT and quality-audit scores while handling sensitive, time-critical cases in a fully
regulated environment.
• Educated card members on fraud-prevention best practices and account-security controls, reducing repeat case
volumes, and supported cross-sell of relevant financial products.

• Delivered concierge-level service to Executive Club, Gold, and Silver-tier members, managing complex
international itineraries, upgrades, and bespoke travel requests.
• Owned end-to-end booking, re-accommodation, and disruption-handling for high-value clients, ensuring premium
customer SLAs were consistently met across multiple time zones.
• Achieved and exceeded monthly revenue targets by upselling premium cabin upgrades, ancillary services, and
loyalty-program benefits.

• Supported UK merchants on Barclaycard payment systems, resolving transactions, settlement, billing, and
chargeback queries within agreed SLAs.
• Advised small and medium businesses on payment-acceptance solutions, helping merchants optimise cash flow
and reduce payment-failure rates.
• Investigated complex merchant disputes, liaising with internal risk, compliance, and operations teams to deliver
fair, timely outcomes.

Managed all front-desk and reception operations for a high-footfall venue, serving as the welcoming first point of contact for guests, visitors and corporate clients. Handled client inquiries, reservations and corporate/group bookings end-to-end — coordinating schedules and confirming appointments. Built relationships with corporate clients and repeat guests, and supported administrative, HR-documentation and travel-coordination tasks. Gained direct UAE workplace experience with a diverse, international clientele.