DIVAKARAN M
Thiruvottiyur
Summary
Results-driven Chargeback Analyst with 11 years of experience in transaction dispute resolution, fraud detection, and compliance. Proven ability to minimize chargeback rates and enhance operational efficiency through data analysis and strategic recommendations. Experience in International credit card chargeback sector (Visa/Master) for issuing banks. Extensive end to end experience in credit and debit card chargeback recovery process. Experience in Acquiring disputes for merchant and ONUS disputes as well.
Overview
11
11
years of professional experience
Work History
Subject Matter Expert
Hexaware Technologies
Chennai
11.2024 - Current
- Handled commercial card disputes for MasterCard and Visa card associations on a daily basis, including investigations of fraud transactions and dispute cases across LATAM countries.
- Prepared and delivered daily MIS/KPI reports to clients, ensuring accuracy and timely submission.
- Created comprehensive Monthly MIS reports related to disputes and performance metrics.
- Consistently met Service Level Agreement (SLA) targets by maintaining high-quality standards and timely resolution.
- Set clear performance expectations for team members and provided guidance and support whenever required.
- Conducted weekly client calls to discuss General Ledger (GL) updates, dispute status, and key operational insights.
Team Leader
Standard Chartered Global Business Services
Chennai
01.2023 - 11.2024
- Handled disputes (Acquiring Chargeback) for merchant received by a range of clients for Standard Chartered West Africa Markets.
- Download the reports from schemes (local switch, VISA and Master) on daily basis and take action on the cases.
- Mail monitoring & responding to our internal and external stakeholders.
- Effectively handled ONUS disputes, Retrieval requests and cleared volumes on timely manner.
- Direct interaction with clients to handle escalation & resolve issue independently.
- Hands on experience in Pre-Filling & Filling (Pre-arbitration, Arbitration and Compliance).
- Performing quality analysis of the activity process done BAU.
- Monitor and forecast the customer data for changes and offered solutions.
- Sending out priority client reports on Daily/ Monthly basis.
- Sending daily MIS to markets in West Africa.
- Providing process training to juniors and new hires.
- Prepare and upload manual accounting journal entries to customers and other internal accounts.
- GL reconciliation and GL mapping with log to track and focus on Ageing and Critical cases.
Subject Matter Expert
TATA Consultancy Limited
Chennai
11.2014 - 12.2022
- Handled disputes (Chargeback) received by arrange of clients from Australia.
- Maintain severe adherence to local and international chargeback official procedures.
- Provide a high standard of specialized, considerate, responsive service and also maintaining or exceeding the recognized standards for chargeback productivity and excellence.
- Effectively handled customer queries through E-mails and chat.
- Expertise in banking operations letter preparation, Card status.
- Daily CINA report was handled where end to end cases are reviewed and monitored in order not to miss the internal SLAs and association timeframes.
- Expertise in Fraudulent and Non-Fraudulent transactions.
- Being the part of Service Quality Team, Providing the Feedback to the team on daily and Weekly basis regarding customer disputes.
- Work with team members and management by communicating chargeback variance, sharing ideas and information.
- Efficiently reporting about high value fraud and other business critical work items.
- Experienced in Fraud referrals and UAT testing script towards all the activity.
Education
Bachelor of commerce - General
KCS Kasi Nadar college of arts and science
Higher Secondary -
ST Paul's mahajana higher Secondary School
Skills
- Client Management
- Team Lead Management
- Pre-Arbitration & Arbitration
- Risk Management and Fraud Detection
- Transaction Analysis and Data Analysis
- Process improvement and optimization
- Handling Email and Escalation
- Analytical decision making
Accomplishments
- Gained expertise in handling aging cases set by the Association.
- Standardized ONUS disputes, procedures, dispute forms, and letters for UAE Exchange.
- Contributed to process improvements to enhance operational efficiency and productivity.
- Recovered amounts from issuing banks for the government and key merchants.
- Recovered negative balances through the chargeback process.
- Received the award and appreciation from the client for exceptional customer service.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Personal Information
- Date of Birth: 03/12/94
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- Tamil
- English
- Tamil
Timeline
Subject Matter Expert
Hexaware Technologies
11.2024 - Current
Team Leader
Standard Chartered Global Business Services
01.2023 - 11.2024
Subject Matter Expert
TATA Consultancy Limited
11.2014 - 12.2022
Bachelor of commerce - General
KCS Kasi Nadar college of arts and science
Higher Secondary -
ST Paul's mahajana higher Secondary School