ANKIT SRIVASTAVA
Senior Dispute Operation
Allahabad,Uttarpradesh
Summary
Career Objectives: To be associated with an organisation that provides career development opportunities that shall yield the twin benefits of job satisfaction and steady paced professional growth. Successful at reviewing suspicious activities and uncovering fraud. Experienced in meticulously and methodically assessing merchant portfolio batches each day. Excellent reporting and documentation skills.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
Work History
Senior Dispute Analyst
Novo
Gurgaon , Delhi
09.2021 - Current
- Essential Functions
Identify opportunities to optimize team performance and counsel staff and support staff (quality assurance, training, documentation) on dispute related matter in order to maximize resource utilization and service delivery quality
Provide subject matter expertise during internal and external projects and engagements
Monitor daily workload and allocate or assign cases based on priority, work type, and available resources
Incubate new services, processes, and new Client case work to ensure that programs are set-up correctly and working as expected
Review and approve high-dollar dispute claims
Facilitate or participate in monthly change control meetings
Analyze claimant transaction history, available online data, and leveraging knowledge of industry fraud trends to determine if claim is valid or fraudulent
Review evidence or case presented and leveraging Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery
Assess claimant eligibility for access to affect funds during the dispute recovery process in accordance with US consumer laws if applicable
Utilize Network dispute process to attempt recovery on behalf of Visa DAS Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met
Process all complex dispute types and reason codes
Open tickets and communicate system or settlement issues to leadership or internal partners
Stay current with industry and client trends and maintain a strong knowledge of Visa international Operating Regulations and Regulation E with regard to dispute processing.
Identify and analyze processing problem with customer impacts; communicates ongoing situation status to processing teams
Communicate via email and phone to Visa DAS Clients and Network associates as necessary
Work in a matrixed environment - Analyzed, researched and resolved payment claims within required timeframes.
- Reviewed and analyzed opposing sides of disputes to objectively assess situations from legal perspective.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Increased customer satisfaction by resolving issues.
Risk Analyst
Accenture
Gurgaon, Haryana
01.2018 - 08.2020
- Working as Risk/Fraud Investigator for Amazon Transaction Risk Management Services (TRMS).
- Handle customer accounts and assess potential transnational risk.
- Process transactions with step by step elimination of risk factors.
- Contact account holder and verify transnational details.
- Send emails to customers relating to account closure and regarding suspicious activity on account.
- Investigate and detect legitimacy of transaction.
- Prepare SOP & maintain it time to time as per the updates from client side.
- Prepare RCA (Route Cause Analysis) if any error and escalation get from client team.
- Investigated allegations to check validity and recommend actions to minimize risk.
Senior Fraud Analyst
Quatrro Global Service Pvt. Ltd
Gurgaon, Haryana
01.2016 - 10.2017
- Chargeback Process (J P research, analysis and documentation of account activity and used personal judgment to determine appropriate actions that removes or minimizes fraud exposure.
- Researched documents and claims to initiate appropriate chargeback.
- Strong investigation and analytical skills.
- Possess problem – solving and decision – making skills.
- Responsible for training and assisting all team members within claims.
- Building motivation in the team.
- Responsible for observing various customer transactions to flag or identify suspicious activity.
- Prepare SOP & maintain it time to time as per the updates from client side.
- Prepare RCA (Route Cause Analysis) if any error and escalation get from client team.
- Any transactions or series of transactions that do not fit the expected activity generate a 'red flag'.
- Flag the account and keep it suspended until it can be checked and verified, if any suspicious transactions are found.
- We directly contact the customer through chat.
- Investigated cases of insurance and credit card fraud, which involved upwards of $[Amount] per case.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Education
Secondary Examination (10th) -
M.K.G.I.C Soram Allahabad
07.2007 - 07.2007
Senior Secondary Examination (12th) -
S.V.P ASHOK NAGAR Allahabad
07.2008 - 07.2009
BCA - Computer Application
NIPS P.TU
07.2009 - 01.2013
MBA - Marketting & International Business
DOON BUSINESS SCHOOL
01.2013 - 01.2015
Skills
Adaptability
Accomplishments
- PARTICAPTION CERTIFICATE IN AIMA.
- PARTICIPATION CERTIFICATE IN INDUSTRIAL EXPO ORGANISED BY MSME.
- PARTICIPATION IN THE NATIONAL VENDOR DEVLOPMENT PROGRAM.
- Communication training in Accenture: I had facilitated training for Amazon's inbound dispute pilot process.
Certification
Lean Six Sigma Green Belt
Timeline
PMP BASIC
03-2022
- Google Anlytics
03-2022
Senior Dispute Analyst
Novo
09.2021 - Current
Risk Analyst
Accenture
01.2018 - 08.2020
Senior Fraud Analyst
Quatrro Global Service Pvt. Ltd
01.2016 - 10.2017
SAP SD
11-2014
Lean Six Sigma Green Belt
09-2014
MBA - Marketting & International Business
DOON BUSINESS SCHOOL
01.2013 - 01.2015
BCA - Computer Application
NIPS P.TU
07.2009 - 01.2013
Senior Secondary Examination (12th) -
S.V.P ASHOK NAGAR Allahabad
07.2008 - 07.2009
Secondary Examination (10th) -
M.K.G.I.C Soram Allahabad
07.2007 - 07.2007
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