Hi, I’m
BIJU PILLAI
Bangalore
Summary
Experienced banking professional with a successful 15-year career in customer service, complaint resolution, and fraud investigation. Demonstrated expertise in resolving complex customer issues, consistently meeting productivity targets, and implementing effective fraud prevention strategies. Highly skilled in team mentoring and fostering seamless coordination across departments.
Overview
15
years of professional experience
2
Certifications
Work History
STANDARD CHARTERED BANK Bangalore
Associate Manager - Fraud Investigator
01.2021 - Current
Job overview
- Rigorous Application Review: Conducted detailed reviews of credit card applications to detect inconsistencies and potential fraud indicators, utilizing a combination of manual checks and automated systems
- Verification Processes: Implemented advanced verification techniques, including document authentication, cross-referencing applicant information with internal and external databases, and direct communication with applicants to confirm the legitimacy of their claims
- Fraud Detection Strategies: Developed and applied tailored fraud detection strategies to identify high-risk applications, focusing on patterns and anomalies that typically indicate fraudulent behaviour
- Database Cross-Checking: Cross-checked applications against negative databases, including blacklists of known fraudulent entities, to prevent repeat fraud attempts
- Collaboration with Credit Bureaus: Engaged with credit bureaus to verify applicant credit history and assess the credibility of submitted information, ensuring thorough scrutiny of all applications
- Fraud Prevention Training: Provided training and guidance to team on best practices for identifying and handling fraudulent applications, promoting a proactive approach to fraud prevention
- Reporting and Documentation: Prepared detailed reports on findings from application reviews, documenting the investigation process, identified fraud risks, and actions taken, ensuring transparency and accountability in all fraud investigations.
Standard Chartered Global Business Services / Standard chartered BankBangalore
Associate Manager - Fraud Investigator
01.2021 - Current
Job overview
- Responsibilities: Conduct thorough investigations into suspected fraud cases, including credit card fraud and secure transaction disputes
- Utilize experience in various secure transaction methods such as 3D Secure, UPI, IMPS, NEFT, RTGS, and payment gateway-related transactions
- Handle account takeover frauds with a strategic and methodical approach
- Conducted in-depth reviews of credit card applications to detect potential fraud
- Investigated suspicious applications using various verification techniques and databases
- Report and propose fraud prevention strategies to the strategy team
- Implement rules and guidelines resulting in a significant reduction in fraudulent activities
- Avoid listed beneficiary accounts, fraudulent numbers, email IDs, and other documents in the negative database
- Follow up with beneficiary banks to place a freeze on fraudulent accounts
- Target recovery of funds from beneficiary banks through persistent follow-ups
- Key Achievements: Successfully reduced fraudulent activities through strategic rule implementation
- Recovered INR 700000 from Jan 24 till present in funds from beneficiary banks through diligent follow-ups.
Standard Chartered Global Business Services
Specialist - CRU (Complaint Resolution Unit)
01.2011 - 12.2020
Job overview
- Handled complex customer complaints and ensured complete resolution
- Supported various units within the department for effective functioning
- Met defined productivity targets consistently
- Handled senior management and RBI escalated complaints
- Coordinated with other department heads to maintain committed turnaround times
- Mentored team members for overall performance improvement.
Standard Chartered Global Business Services
Customer Service Officer (Service Operations)
05.2010 - 12.2010
Job overview
- Resolved customer queries and provided end-to-end resolutions
- Met productivity targets consistently
- Promoted consumer banking products through professional sales approach
- Focused on analysing and satisfying customer's financial needs and objectives.
Standard Chartered Bank (Collections)
Collection Officer
09.2009 - 04.2010
Job overview
- Contacting delinquent borrowers to arrange payment of overdue accounts
- Negotiating repayment plans and loan modifications
- Performing skip tracing to locate borrowers
- Maintaining accurate records of collection activities and borrower interactions
- Analysing account histories and payment patterns
- Recommending charge-offs for uncollectible accounts.
Education
BBA (Bachelor of Business Administration)
Skills
In-depth knowledge and experience with secure transaction methods: 3D Secure, UPI, IMPS, NEFT, RTGS
Expertise in handling credit card fraud, application fraud and account takeover frauds
Strong analytical and investigative skills
Effective communication and coordination with banks and financial institutions
Certification
Cyber Crime and Fraud Management: Online Fraud Protection
Personal Information
- Date of Birth: 12/07/1982
- Gender: Male
- Marital Status: Married
References
Available upon request
Languages
English
Intermediate (B1)
Hindi
Upper intermediate (B2)
Malayalam
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Timeline
Associate Manager - Fraud Investigator
STANDARD CHARTERED BANK
01.2021 - Current
Associate Manager - Fraud Investigator
Standard Chartered Global Business Services / Standard chartered Bank
01.2021 - Current
Specialist - CRU (Complaint Resolution Unit)
Standard Chartered Global Business Services
01.2011 - 12.2020
Customer Service Officer (Service Operations)
Standard Chartered Global Business Services
05.2010 - 12.2010
Collection Officer
Standard Chartered Bank (Collections)
09.2009 - 04.2010
BBA (Bachelor of Business Administration)
04.2005