Senior Digital Banking Associate - Bluevine India Private Limited - Bengaluru, KA
(2022-05)
- End-to-End Adjudication: Lead investigations into complex transaction disputes, ensuring strict adherence while maintaining high recovery rates.
- Fraud Forensics: Utilize Sky Walker and Galileo to conduct deep-dive audits into unauthorized transactions, identifying discrepancies and preventing multichannel fraud.
- Collaborative Risk Strategy: Partner with Risk and Legal departments to analyze emerging fraud trends and implement proactive measures to reduce institutional exposure.
- Complex Onboarding: Orchestrate the onboarding journey for diverse business entities (LLCs, Corporations, Partnerships), verifying high-stakes documentation to ensure fraud-free entry.
- Advanced Risk Reviews: Perform secondary account audits to detect sophisticated fraud patterns, such as synthetic identities and duplicate account clusters.
- Escalation Management: Resolve high-priority bottlenecks within the Salesforce queue, including complex banking follow-ups and checkbook fulfillment escalations.
- Systems Migration & Testing: Acted as a Subject Matter Expert (SME) during the Zendesk-to-Salesforce migration; currently serve on the Chatbot Testing Team to optimize AI workflows.
- Mentorship: Drive team performance by providing product knowledge support and sharing best practices for navigating the Bluevine ecosystem.
Business Service Associate - Groupon Shared Service Pvt Ltd - Bengaluru, KA
(2018-07 - 2022-04)
- Data-Driven Optimization: Leveraged Tableau to analyze query trends, identifying root causes for service friction and proposing process improvements.
- High-Stakes Resolution: Negotiated and resolved complex customer escalations, specializing in unauthorized transaction investigations and payment-related discrepancies.
- Operational Quality: Managed end-to-end user support workflows, consistently maintaining high-quality service benchmarks in a high-volume environment.
Customer Service Associate - Intelenet Global Service Pvt Ltd (Flipkart) - Bengaluru, KA
(2017-11 - 2018-05)
- Fraud Detection: Monitored account activity for indicators of policy abuse, escalating suspicious patterns to the fraud unit for immediate intervention.
- Recognition: Earned multiple Monthly Metal Awards for exceeding performance metrics and maintaining top-tier quality scores.
