naw2011

Fraud Operations Specialist ● End-to-End Fraud & Forensic Investigation: Conduct deep-dive forensic investigations into suspicious transactions, user application histories, and high-risk accounts originating from In-House Detection Systems and direct customer reports. Perform structured investigative interviews with users to confirm fraudulent activities and compile comprehensive investigative reports for confirmed and unconfirmed cases. ● Card Scheme & Network Fraud Monitoring: Actively monitor real-time and post-transaction alerts via Mastercard Fraud Detection System and Sardine. Perform thorough checks on transaction locations and travel history to identify unauthorized usage, compromised cards, and counterfeit transaction patterns. ● Chargeback & Dispute Resolution: Execute end-to-end chargeback and dispute management processes across Mastercard Resolution Center, VISA Portal, and ALTO Portal. Gather critical evidence, prepare dispute documentation, and comply with strict scheme regulations to resolve disputed claims and recover financial losses. ● KYC Security & AI Anti-Fraud Filter Operations: Analyze credit card application data and utilize Artificial Intelligence filtering systems to detect fraudulent application attempts. Execute advanced verification checks during KYC video calls to identify identity spoofing and AI-generated fraud techniques. ● Customer Interception & Incident Response: Engage directly with users via phone calls and in-person consultations to confirm high-risk alerts, explain investigation findings, and provide security guidance. Seamlessly track all fraud incidents on the internal tracker while gathering user feedback to recommend fraud-product enhancements. Key Achievements ● Drastically Reduced Application Fraud: Successfully reduced credit card application fraud rates by up to 100% by optimizing Know Your Customer (KYC) verification frameworks and leveraging AI-powered filters to catch falsified data and identity spoofing during VKYC sessions. ● High-Volume Investigation Efficiency: Maintained a 90%+ completion rate for complex transaction investigations, delivering thorough forensic reports within strict Operational Level Agreements (OLAs). ● Flawless Verification Accuracy: Achieved 100% data verification accuracy across transaction and user monitoring, safeguarding company assets while significantly boosting legitimate customer trust. ● Proactive Synthetic Identity Detection: Identified and intercepted multiple high-risk fraud syndicates attempting to exploit credit card applications using altered document data and facial/AI-spoofing techniques.

Customer Care and Fraud Operations ● Fraud Monitoring & Transaction Verification: Monitored internal fraud detection systems to identify high-risk, suspicious activities, proactively contacting customers via telephone to verify transaction legitimacy and prevent potential financial exposure. ● VKYC & Risk-Based Onboarding: Executed Video Know Your Customer (VKYC) protocols for new credit card applicants, conducting thorough identity verification and data re-validation to mitigate enrollment risks and ensure strict compliance with regulatory standards. ● Client Risk Review & Data Integrity: Conducted comprehensive client profile reviews and application data verifications to detect anomalies, while maintaining accuracy across internal user databases. ● Multi-Channel Customer Engagement & Resolution: Handled end-to-end customer inquiries across live chat, inbound calls, email, and social media fan pages, delivering step-by-step problem resolution and product guidance while maintaining an Average Handling Time (AHT) under 10 minutes. ● Customer Retention & Loyalty Restoration: Successfully engaged with high-risk churning customers and those intending to close accounts, resolving complex product grievances to restore client trust and strengthen long-term loyalty. Key Achievements ● Outstanding Customer Satisfaction (CSAT): Consistently achieved and sustained a 90% CSAT score across live chat, phone, and social media channels by delivering prompt, solution-oriented resolutions to complex user inquiries. ● High-Volume Operational Efficiency: Efficiently resolved 90 to 130 customer inquiries daily via WhatsApp and inbound calls, maintaining an AHT under 10 minutes while preserving strict analytical accuracy and verification standards. ● Proactive Fraud & Risk Mitigation: Successfully intercepted high-risk fraudulent applications at the onboarding stage by leveraging AI-powered filters and conducting rigorous Video KYC (VKYC) identity verifications. ● Customer Retention & Churn Reduction: Spearheaded targeted customer retention initiatives, successfully turning around churning accounts, revitalizing brand loyalty, and maintaining a 90% satisfaction benchmark among retained clients. ● Consistent Top Performance: Rated "Exceeds Expectations" / "Satisfactory" in quarterly KPI reviews for consecutive months, demonstrating exceptional operational reliability and adherence to strict service level agreements (SLAs).