Deepansha
Lead Account Protection Specialist
New Delhi
Summary
Being an enthusiastic, curious, resilient, adaptable, ambitious and kind person makes a good leader and team member.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Lead Account Protection Specialist
American Express
10.2025 - Current
- Moved to productive tasks in August, 2025 and through consistent performance got promoted to Lead Account Protection Specialist.
- Consistently delivering numbers with good quality.
- Supported my leader with enhancement of team quality during complete calendar year.
Master Account Protection Specialist
American Express
10.2024 - 09.2025
- My role was elevated to an auxiliary Resident Expert(RE)/Subject Matter Expert(SME), enabling me to specialize in processing various types of control reports independently from production operations.
- As Resident Expert worked on projects like Project Prism to enhance process knowledge awareness and Toggle to save company losses by 1 Million approximately by mid year out of which 20% is covered by me.
- Targeting aged inventory and suspense file to avoid any regulation breach. Hitting Aged inventory will give us edge on higher level, as we cleared off cases without any delay and save losses.
- Assisted my leader in initial stage of multi-claims based FCIA.
Senior Fraud Analyst/Senior Account Protection Analyst
American Express
09.2022 - 09.2024
- Apart from my job role, I take on extra responsibilities assigned by my leader. I consistently meet all the basic requirements outlined in the process Standard Operating Procedures (SOPs) and consistently exceed average performance within the team. I consistently meet targets of 100% in GRPAs and 98%+ in internal quality checks.
- Consistently identifying and highlighting potential areas for improvement within the process, which has helped the organization avoid losses.
- Supported the Legacy Fraud Decisioning Team (LFDT) and highlighted an improvement area in inventory sorting and removing duplicates. This implementation has reduced inventory by approximately 50%.
- Promoted to Master Account Protection Specialist (Master APS). I have also been part of Employee Engagement.
Customer Service & Operations Analyst II
NatWest Group (Royal Bank of Scotland)
02.2020 - 09.2022
- Initially, I was associated with the project PPI in which the process is called PPI payments. My role was to check if the customer is liable for payment or not & if it is then issue payment to customer as required.
- Then I was moved to a different department of Fraud & Chargeback Operations(FCO) due to the end of project PPI.
- My major experience is in FCO. In FCO, have worked majorly with Debit Cycle 1(DC1) team & Debit Cycle Re-presentment(DCR) team and both the teams help me understand better customer and merchant aspects of chargeback.
- Then, got trained and started working efficiently in the UK process being migrated to India which is Scam(part of fraud) and in addition to that taking a lot of extra responsibility from manager and P.L i.e., provided training to new batch and monitor them and inventory allocation and controls.
- Got promoted as Senior in same role in April, 2022.
- The RBS also known as the Royal Bank of Scotland is a UK based Bank. Since July, 2020 the bank is renamed as NatWest Group.
Education
MBA - Finance
University of Delhi
02-2026
Master of Commerce - undefined
IGNOU
06.2021
B.Com Honours - undefined
University of Delhi
07.2018
Skills
MS Office
Interests
Ted Talks, Reading out of curiosity, Listening Podcasts, Meditation, Food, Dancing
ORGANIZATIONS
- American Express (09/2022 - Present)
- NatWest Group(Royal Bank of Scotland) (02/2020 - 09/2022)
Timeline
Lead Account Protection Specialist
American Express
10.2025 - Current
Master Account Protection Specialist
American Express
10.2024 - 09.2025
Senior Fraud Analyst/Senior Account Protection Analyst
American Express
09.2022 - 09.2024
Customer Service & Operations Analyst II
NatWest Group (Royal Bank of Scotland)
02.2020 - 09.2022
Master of Commerce - undefined
IGNOU
B.Com Honours - undefined
University of Delhi
MBA - Finance
University of Delhi