Vishnu Pm

Fraud and Financial Crime Investigator with nearly 2 years of experience at Lloyds Bank UK, backed by 7+ years of customer-facing experience. Experienced in payment, e-commerce and account-level fraud investigations, risk assessment and customer verification. Skilled in transaction analysis, suspicious activity identification, independent decision-making and process improvement across remote, global operations.

Senior Fraud Advisor (Fraud Investigations) at Lloyds Bank, UK (2024-05 – 2026-01)

• Independently managed 7,500+ fraud investigations, maintaining 99.7% accuracy while meeting FCA requirements, internal controls and investigation SLAs.
• Assessed APP, ATO, social engineering, phishing, mobile app, OTP, wallet payment and online marketplace fraud, reviewing account activity, transaction history and supporting evidence.
• Reviewed suspicious payment activity involving Stripe, PayPal, wallet and digital payment channels, identifying transaction anomalies, behavioural patterns and fraud indicators.
• Assessed e-commerce fraud involving Amazon and eBay, validating customer claims, gathering relevant information and determining appropriate case outcomes.
• Engaged directly with customers to verify transactions, clarify account activity and gather information, while communicating protective actions and investigation outcomes clearly.
• Applied independent risk-based judgement to determine card restrictions, unblocking, escalation and protective actions, with 50+ high-risk cases referred for specialist compliance review.
• Operated Outseer, Falcon, Pega and Athena to assess fraud alerts, analyse recurring patterns and document cases; identified operational issues and submitted process improvement recommendations through Catalyst, including improvements to automated customer transaction-verification alerts and calls.

Business Operations & Sales Intern (Work Placement) at Sony UK Technology Centre (2023-06 – 2023-09)

• Analysed operational datasets and performed data validation and quality assurance checks to support business reporting, performance monitoring, data accuracy and data-driven decision-making.
• Reviewed data discrepancies with internal stakeholders, supporting issue resolution and improving reporting reliability and documentation standards.

Tech Sales Representative, SaaS & Client Management at Appmaker.xyz (2021-04 – 2022-08)

• Managed onboarding and account setup for SME and enterprise SaaS customers, including customer verification and documentation.
• Served as a primary customer contact, resolving account issues, escalations and service queries while maintaining accurate CRM records.
• Coordinated with Product and Engineering teams to resolve customer issues and maintain service quality and customer satisfaction.

Marketing & Sales Specialist at Puppetry Media Hub (2019-06 – 2021-03)

• Built and managed B2B client relationships and partnerships across India and the Middle East, supporting business growth and campaign delivery.
• Led the execution of a Dubai marketing campaign valued at approximately AED 44,000, coordinating planning, budgeting, vendors, production, logistics and on-ground delivery.

Marketing & Sales Representative at Raw Squeezed (2017-06 – 2019-06)

• Managed customer relationships, digital marketing activities, events and business partnerships supporting day-to-day commercial operations.
• Secured a franchise partnership worth approximately ₹10 lakh, supporting business expansion.

MSc in Business Strategy and Entrepreneurship – Cardiff University (2022-09 – 2023-09)

MBA in Marketing – Jain College (2015-07 – 2017-06)

B.E. in Mechanical Engineering – Visvesvaraya Technological University (2011-07 – 2015-06)