Classical Dancer- Certified
Navya Gowda
Sr. Customer Service Associate
Bengaluru
Summary
Results-driven Senior Fraud Analyst with expertise in enhancing fraud detection and improving customer engagement. Proven ability to reduce fraud losses through data analytics and effective communication. Also, effective at prioritizing tasks, maintaining collections and locating hard-to-find materials. High-level organizational and communication skills.
Overview
1
1
Language
7
7
years of professional experience
Work History
Senior Fraud Analyst
Mphasis Limited
06.2025 - Current
- Conducted comprehensive investigations of flagged transactions and recorded findings for compliance reporting.
- Enhanced fraud detection capabilities through continuous improvement of risk models and decision systems.
- Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
- Reduced fraud losses by implementing advanced data analytics techniques and monitoring tools.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with cross-functional teams to enhance fraud detection strategies and improve response protocols.
- Evaluated training feedback to identify areas for improvement in program delivery.
- Supported trainees'' progress by providing constructive feedback and guidance on assignments and projects.
- Provided coaching and mentoring to employees.
- Collaborated with management to identify training needs and align programs with organizational goals.
- Monitored trainee progress, providing guidance and support to ensure successful completion of programs.
- Assisted in onboarding new employees, ensuring a smooth transition into company culture and processes.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Collections Agent
Mphasis Limited
06.2024 - 05.2025
- Reach out to customers with overdue accounts via phone, in a professional and empathetic manner.
- Discuss repayment options, set up affordable payment plans, and encourage timely settlements.
- Track delinquent accounts, update records, and ensure accurate documentation of all interactions.
- Follow regulatory guidelines (such as FCA standards) and company policies to ensure ethical collections practices.
- Provide support and guidance to customers facing financial hardship, demonstrating empathy and professionalism.
- Setting a promise to pay from customers, giving customers breathing space, and setting payment options/settling the account.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Business Development Executive
Axis Bank
08.2019 - 02.2021
- Cultivated relationships with key clients, driving customer retention initiatives.
- Enhanced loan and credit card performance through proactive customer engagement and repayment strategies.
- Strengthened the insurance portfolio by tailoring solutions to client needs, boosting retention, and revenue.
- Delivered measurable outcomes by streamlining processes, improving customer satisfaction scores, and ensuring adherence to regulatory standards, such as FCA and RBI guidelines.
- Increased customer acquisition by converting referrals into qualified leads.
- Expanded product penetration by aligning insurance with loans, credit cards, and payroll accounts.
Education
Bachelor of Commerce - Banking And Finance
Baldwins Methodist College
Bengaluru, India 04.2001 -
Associate of Commerce And Business Administration - History
Krupanidhi College
Bengaluru, India 04.2001 -
Skills
AML compliance
Transaction monitoring
Anti-fraud systems
Fraud prevention
Fraud research
Fraud risk management
Banking operations
Effective communication
Verbal and written communication
Fraud case management
Fraud detection engagement
Teamwork and collaboration
Problem-solving
Critical thinking
Accomplishments
- Supervised team of 15 staff members.
- Resolved product issue through consumer testing.
Interests
Timeline
Senior Fraud Analyst
Mphasis Limited
06.2025 - Current
Collections Agent
Mphasis Limited
06.2024 - 05.2025
Business Development Executive
Axis Bank
08.2019 - 02.2021
Bachelor of Commerce - Banking And Finance
Baldwins Methodist College
04.2001 -
Associate of Commerce And Business Administration - History
Krupanidhi College
04.2001 -