Richika Sharma

Risk and fraud professional with 6 years of experience in payments and financial services, including 3 years handling Buyer/Seller Risk Operations, AML screening, KYC validation, and transaction dispute review at PayPal. Skilled in analyzing large data sets to identify suspicious account and transaction activity, investigating fraud trends, and making sound, timely risk decisions within SLA.

Strong

Excel-based analytical skills, clear written and verbal communication in Hindi and English, and proven experience working cross-functionally with operations and business teams to resolve escalations.

Technical Support Representative - Sensehq Pvt. Ltd. - Bangalore

(2024-01 - 2024-11)

Supported staffing-industry clients on a product platform, resolving issues via ticketing tool, email, and calls, with close attention to accuracy and turnaround time (TAT). Maintained clear, professional client communication while managing multiple concurrent cases in a fast-paced, SLA-driven environment.

Customer Solution Agent-II (Risk & Fraud Operations) - PayPal India Pvt. Ltd. - Bangalore

(2021-02 - 2024-01)

Performed risk and KYC reviews on customer/merchant accounts, handling 29 distinct account limitation types across Buyer Risk Operations (25) and Seller Risk Operations (4) — directly analogous to merchant onboarding and account risk review.

• Reviewed onboarding and supporting documentation to validate authenticity of transactions and activity, communicating with customers to gather additional information before making time-bound risk decisions.
• Investigated potential Anti-Money Laundering (AML) and suspicious financial activity across multiple jurisdictions, applying analytical techniques to complex data sets to reach well-supported conclusions.
• Monitored customer/merchant profiles and transaction data to distinguish normal from abnormal activity, incorporating industry watchlist and KYC checks into every review.
• Reviewed unauthorized transaction disputes and made risk-based decisions under PayPal's Buyer and Seller Protection policies — equivalent to chargeback and dispute handling in a merchant-acquiring context.
• Used Argus to review account-level fraud activity and flag risk associated with logins from OFAC-sanctioned countries; used Lexis Nexis and MRZ tools for identity and document verification.
• Documented investigation findings in manual and automated case management systems and prepared reports for management review.
• Exercised independent judgment on ambiguous, policy-gray-area cases, balancing risk mitigation with customer experience while meeting strict SLAs.

Senior Representative - Concentrix Pvt. Ltd. - Bangalore

(2019-01 - 2020-06)

Supported the Avalon/iTunes billing process globally, resolving customer billing queries via chat and email. Collaborated within a team environment to meet quality and productivity targets.

Digital Interactive Executive - [24]7.ai - Bangalore

(2017-10 - 2019-01)

Handled customer queries for the Sears retail process, applying sales, service, and problem-solving skills in a high-volume support environment.

Bachelor of Technology (B.Tech.) - Computer Science & Engineering - RVS College of Engineering & Technology (2010-09 - 2014-09)