Harpreet Singh

Spearhead the end-to-end management of fraud-related cases wherein merchant or business accounts are frozen or marked lien by Law Enforcement Agencies (LEAs).

• Conduct comprehensive investigations of reported transactions to validate flagged amounts, identify potential fraud patterns, and ensure accurate case assessment.
• Represent the organization before LEAs in cases where company directors are summoned, including face-to-face meetings with investigating officers and submission of verified documentation collected from various departments such as Merchant Onboarding (KYC), Operations (transaction data), and Legal (advisory inputs).
• Collaborate closely with regulatory authorities and internal teams to ensure timely release of accounts and drive robust compliance with RBI and regulatory standards for Payment Aggregators and Fintech entities.

Key Responsibilities

• Lead the review and resolution of fraud-related complaints resulting in account freezes or liens imposed by LEAs.
• Verify and analyze reported transactions to assess the legitimacy of merchant activity and identify potential risk exposure.
• Act as the primary liaison with police officials, law enforcement agencies, and regulatory authorities to resolve disputes and unfreeze business accounts.
• Represent the company in official meetings and investigations when directors or senior management are summoned by LEAs.
• Coordinate with internal stakeholders - including KYC/Onboarding, Operations, and Legal teams - to collect and present required documentation.
• Prepare and submit case summaries, factual reports, and evidence packs for law enforcement and internal audit purposes.
• Ensure full compliance with RBI Master Directions, KYC/AML norms, and internal fraud prevention policies.
• Contribute to the enhancement of merchant due diligence, onboarding controls, and fraud risk mitigation frameworks.

Oversee the end-to-end management of fraud-related complaints received through the Ministry of Home Affairs (MHA) official portal for the organization's domain, ensuring prompt investigation, accurate resolution, and regulatory compliance.

Lead a team of 21 employees responsible for reviewing reported transactions, validating settlement details, and taking appropriate action to prevent financial loss or reputational risk.

Act as the key liaison between internal departments and Law Enforcement Agencies (LEAs), ensuring transparent and timely communication, case handling, and knowledge sharing to strengthen fraud prevention mechanisms.

Key Responsibilities

• 1) MHA Portal Case Management: Manage and monitor fraud complaints received on the MHA official website for the organization's domain. Review reported transactions using internal tools to determine whether the amount has been settled to the merchant account. If settled, initiate lien marking on the respective merchant's account for the reported amount. If unsettled, ensure the transaction is blocked before settlement and initiate a refund to the source account. Update the MHA portal with the resolution status in a timely and accurate manner.
• 2) Team Leadership: Supervise a team of 21 employees handling MHA-related fraud investigations, ensuring adherence to internal SLAs, accuracy, and compliance with regulatory guidelines.
• 3) LEA Communication Management: Manage the group mailbox dedicated to LEA officials for receiving and responding to additional information requests related to fraud cases. Ensure all data shared aligns with internal compliance and data protection guidelines.
• 4) Official Representation & Coordination: Attend meetings with LEA officials on a case-to-case basis to discuss ongoing cases, provide factual information, and support investigations with relevant documentation and transaction data.
• 5) Training & Awareness Initiatives and Cross-Functional Collaboration

• Worked under the Principal Nodal Officer to oversee and resolve RBI and Banking Ombudsman (BO) complaints related to both credit card and savings account customers of RBL Bank.
• Accountable for end-to-end case handling - from receipt of complaints to detailed investigation, preparation of comprehensive Root Cause Analyses (RCA), and drafting of accurate and policy-compliant responses for both the Banking Ombudsman and customers.
• Ensured compliance with RBI's grievance redressal timelines, internal service standards, and regulatory communication protocols.
• Key Responsibilities
• Manage and resolve customer complaints received through the RBI and Banking Ombudsman portal, ensuring timely and policy-aligned resolution.
• Conduct detailed Root Cause Analysis (RCA) for each case to identify operational, system, or process gaps leading to customer dissatisfaction.
• Collaborate with internal departments - such as Operations, Product, Legal, and Risk - to gather necessary information and validate facts before submission.
• Draft precise and compliant responses to the Banking Ombudsman (BO) and RBI, ensuring all communication adheres to regulatory tone and guidelines.
• Monitor resolution timelines to ensure adherence to RBI-mandated Turnaround Time (TAT) for complaint redressal.
• Support the Principal Nodal Officer in preparing data and reports for internal reviews, audits, and regulatory inspections.
• Recommend process improvements to prevent recurrence of similar issues and enhance customer experience.

• Worked as part of the Nodal Desk team, responsible for managing and resolving SBI Credit Card customer complaints on a daily basis within defined timelines and targets.
• Handled all categories of issues related to credit card operations and customer grievances, ensuring timely, accurate, and customer-centric resolutions in alignment with company policies and regulatory guidelines.
• Key Responsibilities
• Managed end-to-end resolution of SBI Credit Card customer complaints received through multiple channels, including emails, calls, and regulatory portals.
• Investigated complaints related to billing discrepancies, transaction disputes, charge reversals, card blocking/unblocking, and service issues.
• Ensured daily closure of assigned complaints as per internal service level agreements (SLAs) and defined performance targets.
• Coordinated with internal departments such as Operations, Risk, and Customer Service to gather details and resolve complex cases efficiently.
• Maintained accurate case documentation and ensured all responses were aligned with company policy and compliance standards.
• Supported the Nodal Officer in ensuring high-quality complaint handling and timely updates to customers.
• Monitored complaint trends to identify recurring issues and proposed process improvements to enhance service delivery.

• Worked as part of the NET Team, the highest escalation unit responsible for managing and resolving highly escalated customer complaints for Aircel's prepaid and postpaid customers.
• Handled complex service issues requiring cross-functional coordination and immediate resolution to ensure customer satisfaction and prevent regulatory escalation.
• Ensured all cases were closed within defined turnaround times (TAT) while maintaining service quality and adherence to company policies.

• Provided technical support to US-based clients, ensuring timely and effective resolution of product and service-related issues.
• Assisted customers through remote troubleshooting, system diagnostics, and step-by-step guidance to resolve technical queries.
• Maintained high levels of customer satisfaction by delivering clear communication, accurate solutions, and professional support aligned with service-level standards.