Vaishali Pal

Fraud Risk & Operations professional with 8+ years of experience in fraud assurance, KYC and financial crime prevention across banking and fintech. Experienced in leading quality initiatives, mentoring teams, improving fraud detection process, and collaborating with stakeholders.

Quality Analyst-Fraud Risk & Operations (Fraud Investigation/Transaction Monitoring) - Airtel Payment Bank - Noida

(2024-08)

• Investigated and resolved 3000 + fraud complaints while ensuring compliance with internal policies regulatory requirements and defined SLA.
• Conducted detailed investigations of suspicious transactions to identify fraud patterns and mitigate financial risk.
• Collaborated with law enforcement and other financial institutions to gather intelligence and enhance fraud prevention strategies.
• Developed and maintained comprehensive reports on fraud trends, enabling proactive measures and improved risk management.
• Trained team members on best practices for handling fraud complaints and leveraging technological tools for efficient case management.
• Proactively identified and resolved potential issues, anticipating challenges and developing contingency plans to mitigate risks.
• Mentored and coached 43 team members, providing guidance and support for their professional development.
• Analyzed data and identified trends to improve process efficiency.
• Improved team quality score to 98% through process improvements and coaching initiatives.

Senior Fraud Analyst - NTT Data

(2024-01 - 2024-05)

• Conducted thorough reviews and updates of KYC records for high-risk clients, ensuring compliance with regulatory standards.
• Evaluated and monitored transactional activity to assess potential suspicious activity.
• Verify the identity of clients to understand the nature and purpose of their relationship with the financial institution for the purposes of performing Know your Customer (KYC) Procedures.
• Work and contribute in a team-oriented and collaborative environment.
• Implemented Customer Due Diligence (CDD) procedures to verify client identifies and assess risk levels in accordance with relevant regulations.

Fraud Analyst - Spice Money Pvt Ltd

(2021-01 - 2023-12)

• Liaised with NPCI, Law Enforcement Agencies (LEA), Cyber Cell, and the Ministry of Home Affairs (MHA) in addressing and resolving banking-related complaints and fraud incidents.
• Coordinated closely with internal teams to investigate and respond to complaints in a timely and effective manner, ensuring compliance with regulatory guidelines and industry best practices.
• Monitor transactions and merchant activity for suspicious patterns that might indicate financial crime.
• Collaborate with internal teams like risk & fraud and compliance to share information and coordinate efforts.
• Blocks and restricts accounts to minimize risk of loss during the investigation process.
• Investigate and manage chargeback and dispute cases, ensuring timely resolution.
• Collaborate with internal teams to assess and improve risk detection and prevention strategies.
• Coordinate with law enforcement agencies (LEA) in cases related to fraud and cybercrime.
• Work closely with banking partners to resolve disputes and address payment-related issues.
• Analyse and monitor transactions to identify potential risks and fraudulent activities.
• Collaborated with external stakeholders to provide necessary documentation and support for investigations, facilitating successful outcomes and contributing to the reduction of fraud and financial crime.

KYC Analyst - Spice Money Pvt Ltd

(2018-05 - 2020-12)

• Performed end-to-end KYC verification for individual and merchant onboarding in compliance with regulatory and company policies.
• Verified customer documents including Pan, Aadhar, Bank account details & business documents to ensure accurate onboarding.
• Conducted Customer Due Diligence (CDD) and identified discrepancies, escalated suspicious cases for further review.
• Worked on CRM tools to process onboarding request while maintaining defined TAT and quality standards.
• Performed onboarding quality audits and recommended process improvements to enhance accuracy and operational efficiency.
• Coordinated with internal teams to resolve KYC discrepancies and ensure timely customer onboarding

MBA - Banking - GLA Mathura University (2024)

Bachelor of Commerce - Accounting - ChitraGupt Degree Collage (2016)