Navin Soundararajan V

Nov 2022 - Present

• Investigate fraud and apply correct risk treatment in an effort to balance loss and merchant experience in the Micro Seller segment
• Acting as credible partner that offers a pro-active/balanced approach to mitigate loss and care for the merchant experience by using a global lens, thinking end-to-end, quantifying trends and offering rule policy changes.
• Analyze Merchant accounts through different categories and pillars such as Fraud Risk, Credit Risk and take appropriate actions
• Identifying the correct risk treatment to balance loss and merchant growth
• Demonstrated strong organizational and time management skills while managing multiple projects
• Used critical thinking to break down problems, evaluate solutions and make decisions

Senior Operational Risk Specialist:

PayPal, Chennai

April 2021 - November 2022

• Performed in-depth research and investigations and recommended strategies to resolve problems and prevent further concerns with respect to the respective workflows
• Investigated current and new merchants to evaluate dispute, chargeback and compliance risks
• Developed, deployed and enhanced procedures to reduce exposure to Consumer fraud
• Supported Global KYC/CIP project for a period of 6 months from 2020 until 2021

People Management:

• Lead/Mentored/Handled multiple New Hire & Internal batches of 20 members each under Global Risk Review workflow in 2019 , 2020 and 2021 respectively
• Initiated and headed multiple training sessions for internal team members with respect to Tool Migration

Operational Risk Analyst - PayPal, Chennai

October 2019 - March 2021

• Worked in multiple Special Projects under Global Risk Review department namely "Merchant Behavior review" and "Travel & Event Claims" at an SME level
• Investigated current and new merchants to evaluate fraud, chargeback and compliance risks
• Collaborated with the Learning & Development team for preparation of L&D modules for a new Case Management Tool

Risk Operations Agent - PayPal, Chennai

May 2018 - September 2019

• Analyze cases and make an informed decision on queries initiated by buyers through their credit card/ debit card company, the issuing bank or on the credit products which adheres to stipulations as laid out by Card Associations,Processor sites and other financial stakeholders
• Analyze internal disputes and make an informed decision on queries initiated by buyers under Global Risk Review which is aligned with regulatory guidelines

• Resolve customer complaints via email, chat and social media and make notes to follow up in CRM
• Handled escalation tickets of Goods and Getaways deals
• Stay current with knowledge of internal ticketing system, customer portals, back office databases, Groupon redemption procedures, and specifics around different types of merchant features
• Implemented new process improvements such as dedicated team for revenue generation and monitored its results Part of multiple channels of Groupon services like Goods, local and Getaways deals
• Provided training assistance to new hires (handled around 14 batches) as part of training team in preparing training PowerPoint slides and Google doc question papers