Fraud Analyst
American Express - India
Total years of experience :3 years, 10 Months
• Conducted review, evaluation and processing of Fraud Complaints, utilizing internally verified data and conducting comprehensive end-to-end reviews of customer accounts. Maintained a consistent 98% Procedural and Compliance Adherence rate over successive weeks.
• Conducted in-depth GNC testing to pinpoint opportunities for enhancing the functionality of the GDM Portal. Expedited the resolution of tool and domain vulnerabilities by promptly escalating them to the technical team. Ensured strict regulatory compliance while addressing customer inquiries and consistently met stipulated SLAs for issue resolution.
• Sucessfully transitioned to the role of JCC within a brief three-month period after probation. Guided and mentored three successive batches, totalling 41 cross-skilled colleagues. Provided comprehensive coaching encompassing TFO, TBO queues, FDT principles, compliance guidelines, and mastery of operational tools.
• Devised and executed strategies to bolster the progress, efficiency, and calibre of internally transferred colleagues over 12-week periods for each batch. Facilitated effective governance reviews and tracked Key Performance Indicators (KPIs), tailoring huddle plans to cater to the specific learning needs of the trainees.
• Continuously monitored the effectiveness of governance and adherence to Standard Operating Procedures (SOPs). Conducted internal audits at predefined intervals to promptly identify and rectify operational gaps. Meticulously tracked progress, compiled detailed reports encompassing Productivity, Quality, and Governance, and presented these reports to Leadership during Governance Review Meetings.
• Collaborated closely with the Team Captain and Special Handling Team (SHT) to address inaccuracies in dispute handling, prevent SOP breaches, minimize business losses, and actively contributed to process improvement initiatives. Focusing on optimizing operational workflows, identifying bottlenecks, eliminating inefficiencies, reducing redundancies, and identifying opportunities for improvement.
• Conducted thorough macro-level industry analysis to assess the potential for Initial Public Offerings (IPOs), Secondary Public Offerings (SPOs) and Tender Offers for both listed and unlisted firms. Evaluated the financial performance of private equity investments by scrutinizing financial articles and annual reports, leveraging proprietary databases such as Capital IQ, Bloomberg, Factiva, and Dow Jones.
• Evaluated the feasibility of Mergers & Acquisitions (M&A) opportunities among GLG clients, ensuring the safeguarding of Material Non-Public Information (MNPI) and Non-Disclosure Agreements (NDAs). Utilized digital investigation tools and fraud detection methods to assess the effectiveness of internal control frameworks in addressing risks and achieving compliance objectives.
• Delved into legal proceedings across US, EMEA, and APAC markets and provided consultation and guidance on the selection of subject matter experts, aligning with legal and compliance frameworks as well as adhering to US Office of Foreign Assets Control (OFAC) and Securities and Exchange Commission (SEC) EDGAR regulations.
• Collaborated seamlessly with global teams to evaluate and implement clients' compliance requests, utilizing tools like Zendesk and Salesforce to ensure timely resolution. Managed compliance settings for 25 client accounts monthly, contributing significantly to enhanced compliance adherence for those accounts
• Proficiently mitigated substantial financial risks by effectively identifying and countering identity fraud, suspicious transactions, and fraudulent methodologies within the e-commerce platform.
• Diligently assessed and resolved over 400 claim tickets submitted each week by Customer Service, customers, and the GC Team, meticulously cross-referencing them with both internal and external data sources to ensure accuracy and reduce financial exposure.
• Leveraged data interpretation techniques to derive shopping behavior patterns, promptly alerting the Risk Mining team to any anomalies, thus enhancing proactive risk management strategies.
• Spearheaded a strategic intervention during the critical Christmas Peak season, successfully preventing potential monetary losses exceeding 100K Euros by proactively countering identity fraud practices, safeguarding the financial integrity of the organization.
Interned at Tata Steel and submitted a report with the L&D Team on Employee Satisfaction with Training and Development module.
Submitted a dissertation on Socio-Economic welfare of marginal community in rural India.