Naveen Gowda

• Conducting monthly calibration sessions with the team to discuss process updates, new fraud trends, and resolving doubts and queries of the team.
• Providing process training, floor support, and conducting assessments for new joiners.
• Preparing daily, weekly, and monthly RCA report of errors and presenting the same to management to discuss the focus area.
• Ensure analysts maintain key performance objectives appropriate to maintain SLA and quality.
• Daily huddles with team – discuss priority, process update, and work allocation.
• Managing the team on KPIs and ensuring time taken on each step is followed as per the agreement.
• Providing feedback to teammates on their career growth based on their performance on production, quality, priority, and value adds for process improvements.
• Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
• Established clear expectations for employees, providing guidance when needed.
• Developed strategies for problem solving and conflict resolution among team members.
• Created training materials and conducted group trainings on new processes or procedures.
• Provided coaching and feedback on employee performance, encouraging professional development.

Investigation of suspicious, fraudulent, illegal Money transfer activities of Merchants & buyers for US-based Online Wallet Client (EG, Stolen Credit & Debit card, payment method hijack, Credit card monetization, Merchants & buyer’s collusion, Account Take Over, Compromised Wallet account, Chargeback & Refund fraud, layering of funds, fraud rings, tracking IP and Geo location, identity theft, transaction memo content review)

Identification of illegal activities (EG Terrorist financing, Adult activity, Child pornography, illegal drugs & herbs, hate crime funding, selling weapons & ammunition, human trafficking, PEP checks, Customer enhance & due diligence checks)

Recommending SAR (Suspicious & Continuous Activity Report) of fraudulent/ illegal activity to client so that it can be filed further to regulatory authorities (FINCEN & NCA).