Manoj Lal
Summary
An Experience Executive Professional with 3 years of experience. Accomplished professional confident in completing assessments, developing recommendations and presenting findings. Helps organizations control and balance risk for maximum profits. Analytical, astute and current on latest models and techniques.
Overview
3
3
years of professional experience
1
1
Certification
Work History
EXECUTIVE - RTD & RI, CREDIT & FRAUD RISK MANAGEMNET
SBI Cards and Payment Services Limited
GURUGRAM
03.2024 - Current
- Monitor real time queues and identify high risk transactions within the business portfolio
- Identify fraudulent transactions and cancel them from further processing
- Resolve queued transactions within the service level agreements to reduce potential revenue losses
- Interact with banks and customers to validate information and to confirm or cancel authorizations
- End-To-End Closure of All Payment Related Queries Update alerts with its status and action till its closed with appropriate action status
- Handle objections & respond appropriately-with help of company's software- CARD ONE, VISION, WCP/NAPS
- Identify system improvements to prevent fraudulent activities
- Recommend new software tools used for fraud detection, prevention, and reporting activities
- Generate suspicious activity reports and risk management reports for Managers
- Observe customer transactions to identify fraudulent activity such as account takeover, friendly fraud, theft, and similar other risks
- Determine existing fraud trends by analyzing accounts and transaction patterns
- Call to customer on FALCON SOFTWARE generated alerts to verify transactions attempted on card
- Meeting daily and monthly productivity and quality targets
- Adhere to all policies of the company
- Having Spontaneity and customer centric approach.
Quality Check Associate-A
SBI Cards and Payment Services Limited
GURUGRAM
09.2021 - 03.2024
- Resolve customer queries/complaints related to payment over emails and phone
- Handle objections & respond appropriately-with help of company's software- CARD ONE, VISION, WCP/NAPS
- Retain customers using empowerment grid/Tools
- Ensure 100% capture of customer communication on the designated systems
- Meet required targets relating to the process on productivity, quality, retention %, etc
- Adhere to policies of the company
- Ensure Spirit & Letter policies adhered to 100% achievement of daily targets on productivity and quality
- 100% accuracy in capturing of customer VOC on designated system
- Handling mailing work on daily basis.
Education
BA. (Programme) -
Delhi University
01.2016
12th -
New Delhi01.2012
10th -
New Delhi01.2010
Skills
- Process Planning and Coordination
- Business-operations support
- Ability to work with a cross functional team
- Compliance control Operations
- Customer Relations
- Data Analysis & Data Compilation
- Oral and written communications
- Banking regulations
- Defect tracking
- Technical Analysis
- Process Improvement
- Data Validation
- Strong Work Ethic & Problem-solving approach
Computer Education
One-year Professional Diploma in Computer Application and Programming (FDCAP), F-Tec Computer Centre, New Delhi
Personal Information
- Date of Birth: 10/29/1994
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
- Religion: Hindu
Languages
- English
- Hindi
Accomplishments
- Awarded for outstanding performance in FY-2022-23 in CCRP Tat burst Validation Cases.
Certification
- One-year Professional Diploma in Computer Application and Programming (FDCAP) from F-Tec Computer Centre, New Delhi.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
EXECUTIVE - RTD & RI, CREDIT & FRAUD RISK MANAGEMNET
SBI Cards and Payment Services Limited
03.2024 - Current
Quality Check Associate-A
SBI Cards and Payment Services Limited
09.2021 - 03.2024
BA. (Programme) -
Delhi University