Jasmeen Kaur
Delhi
Summary
Fraud Investigator with 5+ years of experience in fraud detection, dispute handling, and quality assurance within financial services. Skilled in transaction analysis, fraud risk identification, and decision validation using structured frameworks. Proven ability to identify trends, improve operational processes, and deliver actionable feedback to enhance team performance and compliance. Experienced in cross-functional collaboration and quality audits, with a strong interest in fintech and cryptocurrency risk environments.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Lead Fraud Investigator
American Express
Gurgaon
05.2025 - Current
- Perform quality assurance reviews of fraud and dispute cases, ensuring adherence to policies and minimizing financial risk
- Analyze transaction data, behavioral patterns, and fraud signals to validate investigation outcomes
- Identify defect trends and operational gaps, driving process improvements and accuracy
- Mentor analysts and deliver structured feedback to improve quality scores and decision consistency
- Handle complex fraud scenarios and ensure high standards of compliance and customer protection
Trainer – Fraud Operations
American Express
Gurgaon
02.2025 - 05.2025
- Designed and delivered training programs on fraud detection, dispute handling, and quality standards
- Provided post-training coaching and quality feedback to improve analyst performance
- Developed SOPs and training materials aligned with compliance and operational guidelines
- Collaborated with stakeholders to ensure consistency in fraud decision-making processes
Master Account Protection Specialist
American Express
Gurgaon
04.2024 - 04.2025
- Partnered with strategy teams to improve fraud detection workflows and operational processes
- Contributed to process optimization and SOP enhancements for better decision accuracy
- Supported quality initiatives by identifying gaps and recommending improvements
Senior Account Protection Specialist
American Express
Gurgaon
04.2023 - 04.2024
- Investigated credit card fraud cases using transaction analysis and risk-based decision frameworks
- Assessed suspicious activity using internal tools, ensuring accurate and compliant resolutions
- Maintained high-quality scores through detailed case evaluation and customer interaction
Trainer
FIS
Gurgaon
12.2021 - 04.2023
- Delivered training on dispute handling and transaction investigation processes
- Monitored trainee performance and provided feedback to ensure quality and accuracy
- Developed training content aligned with operational workflows
Customer Service Associate (Disputes Support)
FIS
Gurgaon
02.2021 - 12.2021
- Resolved customer disputes and transaction-related queries aligned with chargeback and dispute workflows
- Provided support on financial reports and case investigations
- Achieved top quality scores and multiple performance recognitions
Education
B.A. - English (Hons)
Delhi University
Delhi, India 07.2014 - 08.2017
Skills
- Fraud Detection & Investigation
- Quality Assurance (QA)
- Transaction Analysis
- Dispute & Chargeback Handling
- Risk Assessment
- Root Cause Analysis
- Process Improvement
- SOP Development
- Data Analysis
- Coaching & Feedback
- Compliance & Controls
Languages
English
Proficient (C2)
C2
Accomplishments
- Best Trainer Award
- Best Performer Award
- Rising Star Award
- Top Performer – Fraud Inventory Management
- Led process improvement initiatives enhancing operational efficiency
- Delivered structured coaching and quality improvements across teams
Tools And Systems
- Fraud detection & case management tools (internal platforms)
- Transaction monitoring systems
- Excel (data analysis & reporting)
- Reporting dashboards (CART / ROP)
Quality And Fraud Analytics Expertise
- Conduct quality audits on fraud and dispute cases to ensure compliance with SOPs and regulatory standards
- Analyze transaction patterns, behavioral signals, and risk indicators to validate decision accuracy
- Identify error trends, root causes, and process gaps to improve team performance
- Provide structured feedback and coaching to enhance analyst decision-making
- Support continuous improvement initiatives through QA insights and reporting
- Evaluate edge cases and inconsistencies across fraud and dispute workflows
Timeline
Lead Fraud Investigator
American Express
05.2025 - Current
Trainer – Fraud Operations
American Express
02.2025 - 05.2025
Master Account Protection Specialist
American Express
04.2024 - 04.2025
Senior Account Protection Specialist
American Express
04.2023 - 04.2024
Trainer
FIS
12.2021 - 04.2023
Customer Service Associate (Disputes Support)
FIS
02.2021 - 12.2021
B.A. - English (Hons)
Delhi University
07.2014 - 08.2017