Devaraj N
Chennai
Summary
Direct authorization and fraud risk domain for credit and debit cards, UPI, net banking, merchant monitoring, and chargeback.
Overview
6
6
years of professional experience
Work History
Transaction Monitoring (Assistant Manager)
HDFC BANK LTD
12.2023 - Current
- Managing the transaction monitoring team (Cards, Internet Banking, UPI, Merchant, and Chargeback) through a 24/7 operations setup.
- Responsible for meeting the agreed targets on productivity, alert pick-up ratio, fraud strike rate, and misuse amount.
- Preparing the monthly roster for the 24/7 operations and ensuring sufficient analysts are placed to manage the volume for picking up the alerts at the earlier stages.
- Handling escalations related to risk blocks, risk declines, and fraudulent exposure for cards, UPI, and net-banking transactions via mail and calls.
- Studying fraud trends and providing continual support to the analytics team to reduce fraud, as well as to minimize the false positive ratio. (Number of frauds vs Number of alerts)
- Analyzed chargeback data to identify trends and implement preventive measures, reducing overall chargeback rates.
- Maintained high-quality scores in chargeback resolution, consistently exceeding departmental benchmarks.
Ministry of Home Affairs - MHA (Assistant Manager)
HDFC BANK LTD
01.2023 - 11.2023
- MHA has opened an online portal for reporting complaints related to cyber-crime or online fraudulent at National Cyber Crime Reporting Portal(NCCRP). These cases will be referred to the respective banks for further investigation.
- NCCRP services are available 24/7; hence, both victim and beneficiary account details will be available against the respective complaint number. Appropriate details will be updated in the portal as per data while actioning the cases.
Transaction Monitoring (Junior Officer)
HDB Financial Services
12.2019 - 12.2022
- Monitoring credit, debit, prepaid, forex card, UPI, and net banking, and chargeback transactions through bank applications.
- Monitoring both online and POS transactions all over the world with HDFC Bank customer cards.
- To analyze, assess, and study in detail the pattern of fraud and the risks involved, and to take preventive and corrective actions.
- Investigate fraudulent transactions with customers.
- Then, initialize the process to block the card, reissue the new card, and process the chargeback for the customer's disputed transaction.
- Collaborated with cross-functional teams to streamline chargeback resolution processes, improving overall efficiency.
- Provided exceptional customer service by addressing client inquiries related to travel plans of HNW individuals and chargebacks.
Education
Master of Business Administration - Financial Management
University of Madras
Chennai, TamilNadu06.2021
Bachelor of Arts - Commerce/Accounts
AGURCHAND MANMULL JAIN COLLEGE, MADRAS UNIVERSITY
Chennai, TamilNaduSkills
- Fraud detection
- Leadership
- Dispute resolution
- Chargeback analysis
- Staff training and mentorship
- Queue management
- Data analysis tools
Timeline
Transaction Monitoring (Assistant Manager)
HDFC BANK LTD
12.2023 - Current
Ministry of Home Affairs - MHA (Assistant Manager)
HDFC BANK LTD
01.2023 - 11.2023
Transaction Monitoring (Junior Officer)
HDB Financial Services
12.2019 - 12.2022
Master of Business Administration - Financial Management
University of Madras
Bachelor of Arts - Commerce/Accounts
AGURCHAND MANMULL JAIN COLLEGE, MADRAS UNIVERSITY