Krishan Kumar

Financial Crime & Dispute Lifecycle professional with 6+ years of experience in Tier-1 banking and FinTech, specializing in transaction monitoring, chargebacks, fraud investigations, CDD/EDD, and operational risk control. Recognized in the "Best Performing Retail Chat Team – 2022" for service excellence and audit compliance. Skilled in fraud mitigation, representment, and cross-functional risk management.

Process Developer — Financial Crime & Dispute Analyst - Genpact - Delhi, India

(2024-07)

Client: National Australia Bank (NAB)

• Conducted transaction monitoring and fraud analysis to identify dispute trends and prepare forensic evidence for chargeback cases.
• Managed 1,200+ chargeback disputes with 98% accuracy across investigation, representment, under Visa Card regulations.
• Ensured PCI-DSS, card scheme, and audit compliance with zero non-compliance findings.
• Collaborated with fraud and risk teams to improve workflows, reduce resolution time by 30%, and maintain service quality standards.

Senior Process Associate — KYC & Merchant Compliance - WNS Global Services - Gurugram, India

(2023-10 - 2024-03)

Client: Stripe

• Conducted KYC due diligence and verified government IDs and tax documents with 99% accuracy.
• Collaborated with compliance and risk teams to identify suspicious merchant documentation and support AML compliance.
• Managed 1,000+ SMB merchant onboarding and support queries via email and live chat.
• Provided end-to-end onboarding guidance, reducing repeat inquiries by 20%.

Customer Support Specialist - Bizcon Fintech Labs Private Ltd - Delhi, India

(2023-08 - 2023-10)

• Managed FinTech customer support, resolution, transaction and onboarding compliant with financial services protocols.
• Developed foundational understanding of FinTech workflows, payments, and customer risk identification, strengthening a focused approach for compliant financial crime roles.

Personal Banker — Senior Process Associate (SME) - Concentrix Daksh Services - Noida, India

(2021-04 - 2023-08)

Client: Barclays

• Resolved banking queries and disputes, including transaction discrepancies and escalations, ensuring compliance with data protection and internal standards.
• Provided chat-based retail banking support, handling account queries, transaction issues, direct debit requests, and fraud/non-fraud dispute initiation in line with banking guidelines.

Customer Service Agent - Noon.com - Gurugram, India

(2020-09 - 2021-03)

• Managed 80+ daily email queries with 98% accuracy using Salesforce/Zendesk, improving efficiency by 20% through effective case tagging and categorization.

Customer Support Associate - Tech Mahindra Pvt. Ltd

(2018-09 - 2020-09)

• Handled 90+ daily live chat interactions with 95%+ CSAT; supported new hire onboarding as provisional trainer, reducing ramp-up time by 20%.

Bachelor of Commerce - Commerce - University of Delhi (2019)