Mary Fastina M

Lead Representative - Disputes, Limitations & KYC

PayPal India Pvt Ltd

11.2018 - Current

Actively participated in projects aimed at enhancing product offerings and improving overall team productivity, contributing to the company's success and growth.
Analyzed detractors and promoters of fellow agents, sharing constructive feedback to enhance their performance.
Mentored newly joined team members, providing guidance and support to help them achieve company performance targets and excel in their roles.
Analyzed customer transaction patterns and account behavior to identify suspicious activity and detect potential fraud.
Conducted in-depth investigations into fraud cases, gathering and reviewing evidence to assess legitimacy and impact.
Performed 360-degree alert reviews across fraud types such as Account Takeover (ATO), Phishing Takeover (PTO), Identity Theft, First-Party Fraud, and more.
Evaluated data trends and anomalies to determine appropriate outcomes such as case closure, customer reimbursement, or escalation.
Adjudicated fraud incidents and applied mitigation steps in line with internal policies and compliance requirements.
Provided expert guidance on chargebacks, disputes, and fraud-related issues while ensuring a balance of compliance and customer satisfaction.
Identified process gaps and recommended enhancements to reduce operational risk and improve fraud prevention.
Supported KYC reviews by analyzing customer profiles and datasets against regulatory standards and watchlists.
Led team in implementing streamlined customer service protocols, enhancing overall efficiency.
Trained and mentored junior and new representatives , fostering skill development and teamwork.
Analyzed customer feedback to identify trends and improve service delivery processes.
Coordinated cross-functional initiatives to enhance communication between departments, improving customer satisfaction rates.
Managed escalated customer inquiries with professionalism, resolving issues effectively to maintain client trust.

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