Srinivas Bhamidipati
Senior Fraud Officer
Hyderabad,TS
Summary
Senior Fraud Officer investigating and resolving confirmed fraud and scam cases, verifying transactions, and monitoring account activity against bank fraud policy and regulatory standards. Delivers 100% quality audit scores across random call audits with zero operational errors while supporting timely case resolution. Brings fraud operations judgment and customer authentication.
Overview
19
19
years of professional experience
Work History
Senior Fraud Officer
HSBC
01.2025 - Current
- Investigate and resolve confirmed fraud and scam cases through detailed case documentation and escalation management.
- Verify transactions and monitor account activity to support fraud risk analysis and suspicious activity reporting.
- Apply compliance and policy adherence standards while handling fraud cases and maintaining consistent bank controls.
- Deliver 100% quality scores across random call audits while maintaining zero operational errors in fraud support work.
- Strengthen fraud case documentation and root cause analysis to improve review consistency and support better fraud trend analysis.
Customer Service Representative
HSBC
08.2022 - 01.2025
- Maintained 100% accuracy in customer authentication checks across business banking requests and password resets.
- Handled 50 customer cases per shift while following banking authentication and compliance procedures.
- Contacted private banking customers to verify authorization for high- and low-value cheque payments, coordinating releases with fraud teams.
- Processed password reset requests for business telephone banking and internet banking platforms, restoring account access quickly.
- Strengthened escalation management by routing suspicious payment cases through fraud verticals and documenting customer authorization details.
Senior Customer Service Representative
Synchrony Financial
01.2018 - 07.2022
- Handled inbound customer service calls for US-based private-label store credit card holders, resolving account and billing questions.
- Filed Adverse Action credit bureau disputes to correct customer credit scores and support accurate account records.
- Identified 7 process improvement opportunities through the Employee Voice and Vision portal, including 2 approved enhancements.
- Partnered on an IVR enhancement that let customers save routing and account numbers for instant bill payments, reducing call center bill-payment volume by 95%.
- Supported complaint resolution and account verification across high-volume calls while maintaining recognition for written customer compliments from 2018 to 2021.
Customer Service Representative
HSBC
01.2008 - 12.2017
- Reviewed $95 in payment investigations monthly across India, the Middle East, and the UK.
- Handled 125 inbound customer calls daily for business banking inquiries and routine account support.
- Resolved bank account and credit card issues while supporting outbound sales conversations for business banking customers.
- Investigated suspicious payments with transaction verification, fraud case documentation, and scam case management.
- Maintained strong call quality and schedule adherence through consistent performance across regional support work.
- Earned Top Performer, Super Star, and Global Champion awards across Asia Pacific, Middle East, and UK regions.
- Served as Certified Call Coach and Transform Process Trainer, supporting Learning & Development teams.
Education
Bachelor of Commerce - Accounting
Osmania University
Hyderabad05-2018
Skills
- Fraud Investigation & Prevention
- Scam Case Management
- Transaction Verification
- Compliance & Policy Adherence
- Quality Audit
- Case escalation protocols
- Root cause analysis
- Fraud metrics reporting
- Fraud risk analysis
- Payment investigation
- Account monitoring
- Fraud case documentation
- Escalation management
- Customer authentication
- Suspicious activity reporting
- Fraud rule tuning
- Link analysis
- Fraud trend analysis
PROFESSIONAL EXPERIENCE
Awarded 1st Runner-Up, Global Operations Award, Customer Service category (2024)., Recognized for the highest number of customer written compliments across the portfolio, 2018–2021., Earned Top Performer, Super Star, and Global Champion awards across Asia Pacific, Middle East, and UK regions.
Timeline
Senior Fraud Officer
HSBC
01.2025 - Current
Customer Service Representative
HSBC
08.2022 - 01.2025
Senior Customer Service Representative
Synchrony Financial
01.2018 - 07.2022
Customer Service Representative
HSBC
01.2008 - 12.2017
Bachelor of Commerce - Accounting
Osmania University