Surinder Kapoor

With over 8 years of dedicated experience in financial crime prevention, I am a highly accomplished professional specializing in Anti-Money Laundering (AML), Know Your Customer (KYC), and Chargeback operations. My expertise extends to Know Your Business (KYB), fraud prevention, transaction monitoring, and risk assessment, making me adept at safeguarding financial institutions from illicit activities. I possess a comprehensive understanding of regulatory compliance and have a proven track record of developing and implementing robust strategies to mitigate financial crime risks.

Throughout my career, I have held diverse and impactful roles at leading organizations such as Genpact, FIS, Revolut, Concentrix, IndiaLends, and WNS. These experiences have equipped me with a deep insight into the intricacies of financial crime prevention across various sectors, including traditional banking, fintech, and lending. My tenure has allowed me to hone my skills in identifying emerging threats, conducting thorough investigations, and ensuring adherence to global compliance standards.

As an experienced Fincrime Analyst, I possess expertise in utilizing advanced analytical tools and methodologies to identify suspicious patterns and anomalies. My proficiency in transaction monitoring enables me to proactively detect high-risk activities and implement effective control measures. Furthermore, I am highly experienced in the preparation and submission of Suspicious Activity Reports (SARs), ensuring their timely and accurate conveyance to the relevant authorities.

Beyond my analytical capabilities, I demonstrate robust leadership qualities, having successfully guided and mentored teams within complex operational environments. My tenure as a team leader has encompassed driving performance, fostering professional development, and optimizing workflows to achieve departmental objectives. I am adept at communicating intricate information with clarity and conciseness, collaborating effectively with cross-functional teams, and influencing stakeholders to adopt best practices in the prevention of financial crime.

My skill set is further augmented by my comprehension of nascent financial technologies, including cryptocurrency, and the distinct challenges they present in the endeavor to combat financial crime. I am committed to continuous professional development and remain current with the latest regulatory amendments and industry trends, thereby ensuring that my strategies remain at the forefront of financial crime prevention. I am confident in my capacity to make a substantial contribution to organizations seeking a senior analyst or mid-management professional to enhance their financial crime compliance frameworks.

Lead Associate-operations - WNS

(2025-01 - 2026-08)

As a Lead Associate in Enhanced Due Diligence (EDD), I specialize in analyzing high-risk business profiles, ensuring regulatory compliance, and mentoring new joiners. My role involves conducting in-depth investigations into high-risk individuals, entities, and businesses, using tools like CLEAR, Thomson Reuters, to perform screening, adverse media checks, sanctions screening, and KYC refresh.

• Led a team of 20 Analysts, overseeing and conducting Pre-Quality Control (QC) checks on samples across critical financial crime domains: Enhanced Due Diligence (EDD), Anti-Money Laundering (AML) Sanctions Screening, Know Your Customer (KYC), Fraud prevention (GFI/MIF), Transaction analysis
• Validated entity documents by open search of US/Europe (Registry, Incorporation certificate, AOA, Ubo, Website evaluation)
• Conducted negative news screening and PEP and sanction screening
• Ensured the maintenance of overall process quality and adherence to established standards
• Developed and delivered comprehensive training sessions on production updates and new knowledge to enhance team capabilities and ensure compliance
• Functioned as a Subject Matter Expert (SME), providing in-depth guidance and resolving complex issues related to EDD, Fraud Prevention, AML, Sanctions, and KYC processes
• Prepared detailed Process Knowledge Transfer (PKT) documents to standardize procedures and facilitate efficient onboarding and continuous learning
• Managed and facilitated rebuttal meetings, addressing discrepancies and ensuring accurate resolution of quality-related feedback
• Oversaw attendance management for the team, ensuring operational efficiency
• Prepared and presented comprehensive reports on team performance, quality metrics, and operational issues to senior management, contributing to strategic decision-making
• Conducted thorough investigations of high-risk customers to identify potential financial crime risks
• Performed adverse media, sanction screenings, and KYC refresh to ensure compliance with AML/KYC regulations
• Utilized CLEAR, Thomson Reuters, and other tools for deep-dive risk assessment
• Trained and mentored new joiners, providing guidance on EDD processes, screening methodologies, and risk mitigation strategies
• Offered on-floor support to help analysts clear the nesting phase, ensuring seamless integration into the workflow
• Prepared detailed EDD reports and memos, documenting findings and recommendations for senior management and clients
• Ensured accuracy and consistency in investigations by maintaining high standards of quality assurance
• Stayed updated on FATF recommendations, AML/KYC guidelines, and evolving regulatory requirements
• Identified and implemented process improvements to enhance the efficiency of EDD investigations

Support Specialist - (Mid-I) - Revolut

(2023-12 - 2025-01)

• Acted as the final decision-maker for complex, high-value, and escalated chargeback disputes, ensuring 100% adherence to Visa/Mastercard operating regulations and internal Revolut compliance standards
• Trained and mentored a team of 15+ FinCrime/Dispute Analysts on best practices for compelling evidence preparation and chargeback defense, resulting in a documented 12% increase in the representment win rate
• Led monthly Root Cause Analysis (RCA) initiatives on key chargeback drivers to pinpoint systemic fraud and operational vulnerabilities, collaborating directly with Product and Engineering to implement proactive preventative controls
• Developed and maintained comprehensive Standard Operating Procedures (SOPs) and the internal knowledge base for the entire chargeback lifecycle, ensuring team consistency and readiness for regulatory audits
• Directed the end-to-end chargeback process, from initial cardholder inquiry and evidence collection (e.g., in-app logs, communications) to managing the complexity of Second Chargeback and Pre-Arbitration/Compliance stages
• Specialized in defending Card-Not-Present (CNP) fraud and claims related to Visa Code 10.4 and Mastercard Code 4837, compiling sophisticated evidence packages utilizing 3D Secure data, IP address, and device identification
• Expertly reviewed and defended against friendly fraud disputes (e.g., Visa Code 13.1 / MC Code 4855 - Goods/Service Not Provided) by leveraging detailed Proof of Delivery (POD) and merchant transaction logs, minimizing avoidable losses
• Investigated and successfully resolved operational disputes, including those related to duplicate billing (MC 4834) and incorrect transaction amounts (Visa 12.1), streamlining internal reconciliation processes
• Achieved a reduction of 2% in the monthly chargeback-to-sales ratio by strategically optimizing representment rules and implementing targeted velocity controls on high-risk merchant categories
• Maintained advanced proficiency in FinCrime and dispute platforms, including Revolut's internal dispute resolution system, Visa (Vrole) and mastercard for chargeback filling (e.g., Sherlock block for fraud prevention)
• Utilized business intelligence tools to conduct deep-dive analysis on chargeback trends, providing executive-level, data-driven insights to the Risk leadership team for strategic planning
• Successfully managed the full resolution of complex Visa/Mastercard Compliance Cases, ensuring the organization maintained low chargeback program enrollment thresholds and avoided financial penalties

Team Member / Process Associate - FIS Global Business Solution India Pvt Ltd (Genpact Payroll for Same work)

(2021-10 - 2023-11)

As a team member at FIS and Genpact, I specialized in mitigating financial risks through comprehensive fraud prevention and dispute management.

• Accurately categorized and reviewed incoming claims, transactions, and supporting documents as fraud or general dispute, ensuring strict compliance with US regulatory guidelines, including Regulation E (Reg E) and Regulation Z (Reg Z)
• Conducted comprehensive investigations and detailed analyses of disputed cardholder transactions in full adherence to specific Mastercard and Visa operating regulations and reason codes
• Executed the entire chargeback process for diverse client banks of FIS, including providing mandated provisional credit by adjusting cardholder balances directly within the MAINFRAME system, and ensuring timely claim closure
• Supported and operated on multiple critical chargeback platforms, including VISA, Mastercard, E-Access, PT Web, and MAINFRAME, demonstrating proficiency in key industry systems
• Quickly onboarded and applied new skills to daily tasks, resulting in enhanced operational efficiency and contributing to improved team productivity and service delivery
• Resolved complex client and Financial Institution (FI) queries regarding dispute status and chargeback policy using professional, standardized language, managing resolution through the Snow Team ticketing system
• Actively participated in continuous process improvement initiatives, generating actionable suggestions and engaging in problem-solving activities to enhance team workflow and support a safe working environment

Operation Executive - Concentrix

(2020-06 - 2021-01)

• Managed end-to-end onboarding processes for Amazon merchants, ensuring smooth integration, and compliance with platform requirements
• Accurately processed and verified merchant documentation, maintained meticulous records, and ensured adherence to regulatory standards
• Provided timely and effective support to Amazon Italy merchants, resolving queries, and addressing concerns to enhance merchant satisfaction

Subject Matter Expert - Legal name - GC Web Ventures Pvt Ltd / Dba name - Indialends.com

(2017-03 - 2020-01)

First Term: Mar 17 - May 19. Rejoin term: Sep 19 - Jan 20.

• Provided specialized knowledge in credit card and loan operations, focusing on KYC, risk assessment, and fraud prevention for major lenders like Amex, HDFC, Citi, and SBI
• Conducted thorough KYC document verification for credit card and loan applications, ensuring compliance, and mitigating potential risks
• Performed detailed risk analysis for credit and loan applicants, identifying potential risks, and offering recommendations for mitigation
• Assisted in fraud investigations, identifying risks proactively, and working with banks to resolve fraud-related issues
• Led operational oversight and training for new team members, enhancing team performance, and ensuring smooth operations in achieving targets

M.B.A - Marketing & International Business - BHARATI VIDYAPEETH UNIVERSITY PUNE PASCHIM VIHAR DELHI (2020)

B.Sc(honours) - Instrumentation Science - UNIVERSITY OF DELHI BCAS (2016)