Swetha Viswanath

Fraud and risk operations professional with 6+ years of experience in fraud investigation, Fraud Detection , ATO , PTO , ID Theft, risk assessment, customer verification, AML/KYC operations, quality auditing, and compliance. Experienced in investigating Account Takeover (ATO), chargeback fraud, arrears fraud, collusion, and promotional abuse. Skilled in analyzing suspicious customer activity and transactions, making risk-based approve, decline, and escalation decisions, and managing high-volume casework while maintaining accuracy and SLA standards.

Strong experience in SOP adherence, audit readiness, case documentation, process improvement, and cross-functional collaboration.

RISK ANALYST at Accenture Solutions Pvt. Ltd. (2017-08 – 2023-11)

US Client

• Reviewed customer accounts and transactions to identify suspicious activity, potential fraud, and risk indicators.
• Investigated Account Takeover (ATO), chargeback fraud, arrears fraud, collusion, and promotional abuse cases.
• Investigated Account Takeover (ATO) incidents by analyzing unauthorized account access, login anomalies, and compromised credentials.
• Handled Payment Takeover (PTO) cases by identifying fraudulent payment activities and implementing preventive controls to reduce payment fraud.
• Managed Transaction Takeover (TOA) investigations by reviewing suspicious transaction activities and verifying customer authentication.
• Conducted detailed Identity Theft (ID Theft) investigations by validating customer identities, detecting impersonation attempts, and preventing fraudulent account creation.
• Reviewed high-risk alerts generated by fraud monitoring systems and performed thorough investigations to determine genuine or fraudulent activity.
• Applied fraud prevention policies, compliance guidelines, and risk management procedures during Fraud Investigations to ensure regulatory adherence.
• Managed banning, rejecting, and escalation queues in accordance with established Standard Operating Procedures (SOPs).
• Conducted risk-based reviews and made accurate approve, decline, or escalation decisions based on evidence, risk indicators, and internal policies.
• Maintained accurate case records, investigation reports, and fraud metrics to support compliance audits and management reporting.
• Assisted in improving fraud detection strategies by identifying new fraud patterns, attack vectors, and operational process gaps.
• Demonstrated strong analytical, problem-solving, and decision-making skills while handling high-volume Fraud Investigations involving ATO, PTO, TOA, and ID Theft.
• Achieved high investigation accuracy and service quality by resolving Fraud Detection cases within defined SLAs while ensuring excellent customer protection and regulatory compliance.
• Handled high-volume casework while consistently maintaining quality standards and SLA timelines.
• Analyzed customer behavior and transaction patterns to identify potential fraud trends and suspicious activity.
• Shared fraud trends and actionable insights with team members and stakeholders to support fraud prevention efforts.
• Collaborated with internal teams and stakeholders to investigate and resolve complex fraud cases.
• Recommended improvements to internal tools and operational processes and followed up on implementation activities.
• Maintained accurate and complete case documentation to support audit, compliance, and operational review requirements.

QUALITY s AUDIT EXPERIENCE at Accenture Solutions Pvt. Ltd. (2017-08 – 2023-11)

US Client

• Performed quality reviews of cases handled by team members to ensure accuracy, policy adherence, and process compliance.
• Provided constructive feedback to improve case-handling accuracy and reduce operational errors.
• Prepared monthly audit reports and communicated findings to relevant stakeholders.
• Identified process gaps and recommended improvements to strengthen operational quality and efficiency.
• Participated in team meetings and performance discussions focused on quality, process adherence, and continuous improvement.

B.Sc. in Mathematics, Physics & Computer Science (MPCS) – Osmania University, Hyderabad (2017)

Intermediate in MPC – Sarojini Naidu Vanitha Junior college (2014)

10th - SSC – Narayana English Medium High School (2011)