Akshay Mehta
Indore
Summary
Dynamic Financial Crime Analyst with expertise in Chat/email/call (L1,L2 and L3) support. fraud analysis and chargeback management at Revolut. Proven track record in reducing friendly fraud through effective customer education and conflict resolution. Skilled in utilizing advanced investigation tools and collaborating with teams to enhance regulatory compliance and transaction monitoring.
I am a hardworking professional experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations.
Overview
4
4
years of professional experience
2019
2019
years of post-secondary education
1
1
Certification
Work History
Financial crime Analyst
Revolut
Remote
01.2024 - Current
- Investigated and responded to chargeback claims across major payment networks (Visa, Mastercard) within required timeframes with quality above 98%
- Reviewed transaction history, communication logs, delivery confirmations, and customer behavior to determine the validity of chargeback claims.
- Managed chargeback cases using tools such as Backoffice, Visa portal, Mastercom, Confluence.
- Educated customers on refund policies and clarified misuse of the chargeback process, helping reduce friendly fraud.
- Flagged and escalated accounts with excessive or suspicious chargeback activity for further fraud investigation or account review.
- Reviewed transaction history, communication logs, delivery confirmations, and customer behavior to determine the validity of chargeback claims.
- Mentoring new analysts and contribute to internal knowledge-sharing sessions.
- Investigated and Resolved customer complaints related to transfers, card payments, banking products in line with internal policies and regulatory standards.
- Drafted formal responses to Customer complaints with supporting evidence, investigation summaries, and remediation steps taken.
- Provided frontline support for card-related queries including activation issues, failed transactions, lost/stolen cards, and foreign exchange disputes.
Customer Support Specialist
Task Us
Indore
07.2023 - 01.2024
- Investigated ATO cases for cryptocurrency platform, triggered by suspicious login patterns, credential stuffing, device mismatch, or unusual IP activity.
- Used fraud detection platforms and behavioral analytics to detect and block unauthorized access attempts in real time.
- Collaborated with fraud, security, and tech teams to trace the root cause of login-based fraud and prevent recurrence.
- Trained new customer support agents on tools, processes, and communication standards during onboarding.
- Handled high volumes of customer inquiries via email and live chat, maintaining a fast and friendly response rate.
- KYC/login issues/troubleshooting.
Customer Service Teammate
Teleperformance
Indore
02.2023 - 05.2023
- Assisted customers with inquiries and resolved issues effectively.
- Utilized company systems to track and manage customer interactions.
- Collaborated with team members to ensure timely service delivery.
- Resolved customer complaints regarding product or service issues.
- Resolved 40–60 support ti ckets daily with 95% CSAT score
Sales Executive
Sharekhan by BNP Paribas
Indore
01.2022 - 08.2022
- Engaged clients to understand their investment needs and preferences.
- Presented financial products and services to potential customers effectively.
- Built strong relationships with clients through regular follow-ups and support.
- Used cold calling and networking to sell products and services.
Education
BBA - Foreign Trade
Devi Ahilya Vishwa Vidhyalaya
Indore 07.2015 - 08.2018
National Public School
IndoreSkills
- Fraud analysis & Fraud prevention
- Proficient in work and investigation tools
- Chargeback management
- Financial investigation
- Regulatory compliance
- Team collaboration
- Conflict resolution
- Transaction analysis
- Dispute resolution
- Behavioral analytics
- AML/KYC/transaction monitoring
- Time management abilities
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Certification
- Data Science (Udemy)
- NISM series VIII - Equity & Derivatives
Timeline
Financial crime Analyst
Revolut
01.2024 - Current
Customer Support Specialist
Task Us
07.2023 - 01.2024
Customer Service Teammate
Teleperformance
02.2023 - 05.2023
Sales Executive
Sharekhan by BNP Paribas
01.2022 - 08.2022
BBA - Foreign Trade
Devi Ahilya Vishwa Vidhyalaya
07.2015 - 08.2018
National Public School