Assistant Manager Operations Support
CashU
Total years of experience :6 years, 3 Months
• Provide complete assistance to new e-commerce merchants in integration with IT and CPSP system.
• Complete System and Fraud Rules training provided to merchants.
• Train the merchants for fraud detection and reconciliation.
• Full operation support provided to merchants for System, IT, Fraud or any Transaction Issue.
• Monthly meetings with Key Merchants like Cobone, Souq and Sukar etc. to analyze the fraud sales ratio.
• Performs daily review of sales and decline transactions ratio of all merchant.
• Timely resolution of all queries and issues raised by merchants.
• Complete analysis of all the merchants’ transactions on monthly basis.
Emirates NBD, Network International (Dubai, UAE)
Analyst Dispute Resolution Unit (Sep 2011 - Continue)
• Analyze issuing bank disputes and resolve as per Visa & Master guidelines.
• Assists in reviewing transactions for fraud risk indicators and compliance.
• Daily correspondence with Key Merchants in order to resolve disputes in timely manner.
• Assisting customers while making the transactions or by any other requested task
• Ensure maintenance and audit of MIS for all incoming Retrievals, Chargeback's, Pre-Compliance, Pre-Arbitration, Compliance and Arbitration.
• Analyzing genuine and fraudulent usage on credit cards
• Making debit and credit adjustments as and when required.
• Timely escalation of suspicious activities to fraud and risk management unit for further investigation.
• Ensure significant issues identified are reported and escalated in a timely manner to Manager and IT.
• Daily correspondence with Issuing & Acquiring Business for solving any discrepancies found in Merchant Account.
• Timely resolution of disputes/hardships of key merchants.
Standard Chartered Bank (Karachi, Pakistan)
Chargeback Analyst (May 2008 - May 2011)
• Analyze customer disputes and raise retrievals/chargeback as per Visa & Master guidelines.
• Ensure maintenance and audit of MIS for all incoming Retrievals, Chargeback's, Pre-Compliance, Pre-Arbitration, Compliance and Arbitration.
• Performs daily review of exception and risk reports.
• Reviews potential fraudulent accounts for the prevention and detection of Fraud.
• Maintaining and reconciling receivable account and aging of the receivable Account.
• Making debit and credit adjustments as and when required.
• Timely escalation of suspicious activities to fraud and risk management unit for further investigation.
• Ensure significant issues identified are reported and escalated in a timely manner to Manager.
• Daily correspondence with Visa and AMEX (American Express) through Visa Online and GNS.
• Daily correspondence with Acquiring Business for solving any discrepancies found in Merchant Account.
Standard Chartered Bank (Karachi, Pakistan)
Priority Phone Banking Officer (Dec 2006 - May 2008)
• Handling customer complaints/queries and providing information as per defined standards.
• Effective resolution of all customer complaints and providing solutions/escalating problems
• Follow up on escalations and closing them.
• Cross Sell existing products and services to customers.
• Generating leads and passing them to concerned department.
• Co-ordinate with IT, Admin and Operations for quick resolution of Priority Customer requests/complaints and do strong follow up for immediate resolution.
• MBA (Marketing) from PIMSAT (Preston Institute of Management and Science) 2009, Pakistan.
• BBA (Marketing & Finance) from Preston University (2006), Pakistan.