Jayakumar Ramalingam
Chennai
Summary
Driven, detail oriented, self-disciplined, and highly motivated fraud specialist with 5.8+ years’ experience in fraud operations, Branch Control Review and fraud investigations. Capable critical thinker and problem solver while working alone or in a group. Possess strong presentation skills and good communication skills-verbally or written as a Subject-Matter Expert (SME), coach, and mentor. Adept at addressing complexities and fostering effective communication while implementing proactive measures to prevent fraud. Seasoned Quality Assurance Administrator with background in regulatory compliance, process improvements and quality control. Strong ability to implement effective QA processes and streamline operations. Notable skill set includes risk management, strategic planning and project coordination. History of improving quality standards while reducing costs in previous roles.
Overview
6
6
years of professional experience
Work History
Senior Quality Assurance Administrator
Wells Fargo
Chennai
04.2022 - Current
- Conducted sample checks on daily work using a quality tool to ensure adherence to defined standards and processes, identifying areas for improvement, providing feedback, and implementing corrective measures
- Led RCA initiatives to identify underlying issues contributing to errors, developing proactive action plans to mitigate risks, and enhance operational efficiency
- Utilized advanced data analytics skills to generate comprehensive work performance reports, fostering data driven decision-making
- Additionally, conducted engaging training sessions to equip team members with necessary skills and knowledge to excel in their roles and adapt to evolving industry requirements
- Implemented a structured approach to supervise and evaluate onshore calls, providing insightful feedback to agents and driving continuous improvement in performance metrics.
Quality Assurance Administrator
Wells Fargo
Chennai
03.2020 - 04.2022
- Conducts internal related banking audits and adheres to Quality Assurance standards and procedures and other related duties of Wells Fargo Branches.
- Performs audit functions, called Quality Assurance Reviews, for both risk controls and compliance with policies and procedures.
- Performing case creation/review, random sample selection (which includes reviewing Applications and Documents processed towards opening an account for the customer, Processed Checks, Money Moments
- Records of the Branches, Tasks that assigned to the staffs) and execution summaries to the branches
- Communicate test progress, test results and other relevant information to branch management.
- Responsible for providing/writing associated documentation to go in the QA Analyst repository.
- Reports and escalates issues of concern or risk to the QA Analyst Lead.
Senior Fraud and Claims Operation Representative
Wells Fargo
Chennai
07.2019 - 03.2020
- Handle, investigate and resolve the customers fraud disputes on their bank accounts such as Savings account, Checking account, Credit Card, Personal Line Of Credit
- Handled and trained in products like Debit card Fraud transactions, credit card Non-fraud Transactions and Branch Audit (with in the bank and Inter-FI)
- Regulation E, Regulation Z and banking guidelines are followed in the analysis of clear investigations
- Good understanding about the process, SME for the Branch control Review process and current process in Wells Fargo both in Chennai and Hyderabad locations.
Associate Fraud and Claims Operation Representative
Wells Fargo
Chennai
06.2018 - 07.2019
- Handle, review, investigate and resolve the customer’s fraud disputes on their ATM/Debit cards
- Analysis of debit card claims by researching on all disputes inquires and respond to issuer disputed through VISA
- Regulation E and banking guidelines are followed in the analysis of clear investigations about the disputes
- Contributed my part in various idea projects (Project VFMP) and resulted in saving the bank a good amount of USD and time
- Handled and cross-trained in various processes like Credit recoveries, missed opportunities, Visa fraud monitoring project (VFMP)
- Training and coaching new team members on process procedures and policies
- Conducts internal related banking audits and adheres to quality assurance standards and procedures and other Wells Fargo Branches Performs audit functions, called Quality Assurance Reviews for both risk controls and compliance with policies and procedures Dealing with team members to resolve queries and issues Verifying the document provided under the process and take critical decisions Rendering services for the customer for all their disputes and validating the same
Education
B.COM - Corporate Secretaryship
Guru Nanak Collage of Arts And Science
Chennai, TN01-2016
Skills
- Audit and Risk Assessment
- Chargeback Management
- Fraud Detection and Prevention
- Regulatory Compliance
- Data Analysis and Reporting
- Process Improvement
Accomplishments
- Achieved best performer award for the batch 9 in November 2018
- Best performer award for the month of June 2019
Roles And Responsibilities
- Timely submission of daily, weekly and monthly report.
- Manage senior analyst responsibility and act as a backup for senior analyst too ensure that deliverables are met with quality and in a timely fashion.
- Get timely and accurate feedback from the associates.
- Take necessary corrective and preventive action on all errors identified.
- Frequently interacting with Relationship Manager to clear their queries.
- Frequently interacting with On-site partners for process updates and changes and shares to the team.
- Train new joiners in BCR Process.
- A good team player and an active performer to take various initiatives in developing the process.
- SPOC for team’s mandatory Learning and Development sessions.
- SPOC for team fun activities and other activities.
Languages
- English
- Tamil
Timeline
Senior Quality Assurance Administrator
Wells Fargo
04.2022 - Current
Quality Assurance Administrator
Wells Fargo
03.2020 - 04.2022
Senior Fraud and Claims Operation Representative
Wells Fargo
07.2019 - 03.2020
Associate Fraud and Claims Operation Representative
Wells Fargo
06.2018 - 07.2019
B.COM - Corporate Secretaryship
Guru Nanak Collage of Arts And Science
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