G. RAJESH KUMAR
Hyderabad
Summary
- A reliable and diligent Banking professional with nearly 10+ years of experience in various facets of Quality Assurance, Chargeback’s, Fraud & claim operations, Banking Regulations and Process Development.
- Experienced in U.S. Banking (QA, QC & ADCC), Width and depth of Quality assurance programs and processes to identify gaps and risk assessment.
- Effective knowledge about Performance Evaluation Review (PER) for onshore and offshore FCM QC team members, Claims review, and Control report for Debit Cards, Credit Cards, ACH,Checks, and Other Reg-E & Reg-Z products.
- Passionate in establishing strong customer relationships balanced.
- Accomplished training to 85FTEs provided coaching to staff. Professional Competencies
- Creative and proactive personality with a "can do” approach.
- Adopts a methodical approach with excellent attention to detail
- Take responsibility for and ownership of decisions, actions, and outcomes
- Passionate and enthusiastic about Quality Assurance with a creative mindset.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Quality Assurance Administrator
Wells Fargo Enterprise global Services
03.2022 - Current
- Major Tasks, Duties, and Responsibilities, Provide support and scoring guidance to quality assurance staff by answering questions on regulations or compliance, procedures, and policies
- Escalate key maintenance errors identified during the scoring process and ensure resolution of same, reviewing programs, processes, and documentation, to ensure compliance with internal company requirements or government regulations.
- Review systems to ensure company standards are met, exceptions are notated and issues are escalated as necessary.
- Assist in the development and design of product-specific databases.
- Review and score work.
- Prepare calibration scores and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients.
- Monitor quality assurance programs and processes to identify gaps and risk assessment.
- Design and conduct training as needed.
- Provide coaching to staff and track performance expectations and results.
- Interact with staff and business partners to promote teamwork and departmental effectiveness.
Senior Fraud & Claims Operations Representative
Wells Fargo Enterprise global Services
05.2018 - 02.2022
- Managed daily operational activities accurately within the TAT.
- Worked in FCM (Fraud and claim management) department, taking care of fraud and non-fraud claims of VISA debit card and credit card
- Reviewed, verified, and/or identified customer transactions to detect/ prevent
- Financial crime activities, policy violations, and suspicious situations in order to Mitigate and/or recover losses.
- Monitored moderate to complex account activity which requires research that may involve multiple transaction channels.
- Uses a variety of sources for information, including online systems and tools/models.
- Performed general account handling functions such as close account determination, holds, restraints, etc
- Documents research findings and actions on cases for possible referrals for
- Suspicious Activity, Identity Theft Operations, and Suspected Financial Abuse
- Contacted customers and/or vendors to validate transactions
- Prepared required documentation including Suspicious Activity Reports
- Identified control failures in bank processes, procedures, and customer or team member decisions and then categorize losses and assign loss accountability
Fraud Analyst
Genpact India Private Limited
Hyderabad
06.2013 - 05.2018
- Worked in FCM (Fraud and claim management) department, taking care of fraud majorly on ADCC (ATM and Debit Card Claims)
- Worked with Claim Review process which reports transactions to VISA, USA
- Reported Fraud Exception filing, and Chargeback for VISA debit cards
- Validated Chargebacks and issued a chargeback for a full or partial amount of a transaction
- Reviewed crediting & debiting the customer account for any fraud that happened through Debit and Check cards.
- Responsible for Calculation of Overdraft fees, maintenance fees sustained Overdraft protection fees, and interest charges.
- Worked as an Internal Auditor and help the bank to clear REG E Audits Successfully.
- Checked adherence to Regulation E of Federal Reserve in EFT.
- Handled escalation emails from onshore and provided appropriate resolutions.
Education
MBA -
Auroras Group of Institutions
hyderabad05-2013
Bachelor of Commerce -
Jagruthi Degree & Pg College
Hyderabad05-2011
Skills
- Regulatory Compliance
- Quality Control
- Six Sigma methodology
- Quality testing
Accomplishments
- Achieved 3 Star performance & 2 Quality Champs awards for maintaining consistency in production and quality.
- Promoted as a Process Developer after delivering outstanding work at Genpact in 2016.
- Won 5 Bronze and 1 Silver Awards for being the best performer among the team
- Provided data on escalation history and manages the team with 100% Accuracy
Certification
- Trained & Certified Lean Six Sigma Methodologies (Black Belt) from MSME in 2023.
- Diploma in NAM Banking under Education at work program Associated with GENPACT in 2016
- Basic diploma in computer application & Tally 9.2.
Interests
- Playing Chess & Badminton
- Listening Music
Personal details
Father’ Name : Mr. G. Venkateshwara Rao
Mothers Name : Mrs. G.S.P. Lakshmi
Date of Birth : 18/02/201990
Gender : Male
Nationality : Indian
Language Known : English, Telugu & Hindi
Permanent Address : H.# 4-119/2/28P Anji Reddy Colony, Balapur, Hyderabad
Timeline
Senior Quality Assurance Administrator
Wells Fargo Enterprise global Services
03.2022 - Current
Senior Fraud & Claims Operations Representative
Wells Fargo Enterprise global Services
05.2018 - 02.2022
Fraud Analyst
Genpact India Private Limited
06.2013 - 05.2018
MBA -
Auroras Group of Institutions
Bachelor of Commerce -
Jagruthi Degree & Pg College
Similar Profiles
Maria Michaela Jeanne BandongMaria Michaela Jeanne Bandong
Associate Fraud and Claims Manager at Wells Fargo Enterprise Global Services, LLCAssociate Fraud and Claims Manager at Wells Fargo Enterprise Global Services, LLC
Russel DelenRussel Delen
Phone Banker 2 at WELLS FARGO Enterprise Global Services, LLC-PhilippinesPhone Banker 2 at WELLS FARGO Enterprise Global Services, LLC-Philippines
Michelle de Leon-CanaveMichelle de Leon-Canave
Quality Assurance Administrator at Wells Fargo Enterprise Global Services, LLC-PhilsQuality Assurance Administrator at Wells Fargo Enterprise Global Services, LLC-Phils
Padmaja AkellaPadmaja Akella
Customer Service Associate (Credit & Operations) at Bank of BarodaCustomer Service Associate (Credit & Operations) at Bank of Baroda
Saket RaiSaket Rai
Lead - Affiliate Marketing at GrabOn (InspireLabs Solution Pvt. Ltd.)Lead - Affiliate Marketing at GrabOn (InspireLabs Solution Pvt. Ltd.)