Naziya Afsar
Senior Associate
Bengaluru,KA
Summary
Detail-oriented Fraud & Risk Analyst with over 6 years of experience in banking and insurance operations, focusing on fraud investigations and disputes. Proficient in transaction analysis, fraud typology identification, and case documentation. Utilize SQL, Power BI, Advanced Excel, and Python for fraud analytics and reporting. Experienced in Quantexa Entity Resolution and Network Analysis to uncover linked accounts and mule-account activities.
Overview
1
1
Language
1
1
Certification
5
5
years of professional experience
Work History
Senior Associate
HSBC Electronic Data Processing, India
Bengaluru, Karnataka
03.2025 - 11.2025
- Managed the end-to-end fraud and disputes case lifecycle, including transaction monitoring, alert investigation, documentation, decisioning and resolution, while monitoring 100+ high-risk alerts daily for multi-accounting, unauthorized access and payment anomalies.
- Investigated credit card fraud, chargebacks and suspicious transaction activity using Visa and Mastercard liability rules, resolving cases within compliance timelines.
- Investigated and assessed multiple fraud typologies, including Card Fraud, Account Takeover (ATO), APP Fraud, First-Party Fraud, Third-Party Fraud, Identity Theft/Identity Fraud, Card Testing, Chargeback/Friendly Fraud, Mule Account Fraud, Phishing, Smishing, Investment Scams and Impersonation Scams.
- Supported identification and investigation of financial-crime activity, including Money Laundering and Structuring/Smurfing, by reviewing transaction patterns, customer/account activity and suspicious indicators and escalating cases in accordance with internal procedures.
- Identified coordinated Account Takeover (ATO) scam through rapid beneficiary additions and high-value IMPS/NEFT transfer attempts, revealing potential chargeback exposure across 12 compromised retail checking accounts.
- Achieved average alert TAT below 4 minutes—12% better than SLA—with 100% QA pass rate and zero critical audit findings through structured investigation and documentation.
- Queried and cleaned 50,000+ transaction rows using SQL, identifying four card-testing patterns and emerging fraud typologies through transaction-level analysis.
- Created three interactive Power BI dashboards to track fraud detection rates and KPIs, producing weekly Excel MI reports with 99.5% accuracy, streamlining executive reporting by 20%.
Process Specialist
Infosys Limited
Bengaluru, Karnataka
07.2023 - 10.2024
- Managed end-to-end complaint and fraud investigations under FCA DISP requirements, handling 25 cases per week while meeting 95%+ regulatory and internal timelines.
- Investigated payment disputes, APP scams, card disputes, unauthorized transactions and ATO cases across Faster Payments, CHAPS and BACS; escalated complex or high-value cases to senior investigators.
- Reached evidence-based case resolutions using transaction activity, case details and supporting documentation, with 90%+ of decisions upheld on internal review.
- Drafted 15 Final Response Letters weekly and supported Financial Ombudsman Service escalations monthly, ensuring timely preparation of evidence and case files.
- Conducted root cause analysis on complaint data using Excel, identifying recurring complaint drivers and recommending process changes that improved team quality score by approximately 5%.
- Executed quality reviews on 20+ cases monthly and collaborated with fraud risk, compliance, legal, and operations teams while achieving 90%+ QA.
Business Analyst
Cognizant Technology Solutions India Pvt. Ltd.
Bengaluru, Karnataka
02.2023 - 07.2023
- Analysed sales compensation and incentive data to enhance business teams' commission-related processes and ensure data validation.
- Analysed sales compensation and incentive data, supporting business teams with commission-related processes and data validation.
- Used Salesforce CRM to review customer, Relationship Manager and sales information for compensation analysis.
- Prepared MIS and KPI reports to provide insights into sales performance, compensation accuracy, and adherence to SLA/TAT metrics.
- Supported UAT, documented requirements, validated data, and improved processes while coordinating with business and technical teams.
Senior Assistant Technician
DXC Technology India Pvt. Ltd.
Bengaluru, Karnataka
07.2021 - 02.2023
- Managed 20+ escalated incidents daily across phone, email, chat, and remote support, achieving 95%+ SLA compliance through real-time ticket-age monitoring.
- Conducted root cause analysis on recurring incidents, leading to 15% reduction in repeat incidents and 20% fewer aged/pending tickets through structured follow-ups in ServiceNow.
- Coordinated daily administrative workflows, ensuring timely support for internal teams and stakeholders.
- Maintained accurate records, updates, and documentation across shared systems and trackers.
- Processed routine requests, resolving discrepancies and escalating complex issues through proper channels.
Analyst
AXA Business Services
Bengaluru, Karnataka
06.2020 - 05.2021
- Managed 50+ customer queries daily via phone, email, and chat, achieving 90%+ CSAT and 98%+ data accuracy on quality audits.
- Collaborated with underwriting, claims, and operations teams to resolve cross-functional customer issues, closing over 90% of queries within SLA.
- Analyzed policy and claims data to support accurate operational reporting and decision-making.
- Reconciled records across systems, resolving discrepancies and improving data integrity.
- Prepared management dashboards using Excel and reporting tools to track service performance.
Education
Bachelor of Engineering - Information Science & Engineering
J.N.N.C.E.
Shivamogga01-2017
Skills
Fraud & Risk: Fraud Detection, Fraud Investigation, Transaction Monitoring, Card Fraud, Account takeover, APP Scams, Card Testing, Mule Accounts, First-Party Fraud, Fraud Typologies, Risk Assessment, Alert Review
Disputes & Payments: Chargeback Disputes, Visa/Mastercard Liability Rules, Fraudulent transactions, Real-time payments, CHAPS, BACS, IMPS, NEFT, Case analysis, Evidence analysis
Training and mentoring
Performance monitoring
Team leadership
Fraud Risk Assessment
Banking & Compliance: KYC guidelines, FCA DISP, Ombudsman service, Response letters, Case Management, Escalation Management, Service level agreements, Quality assessment, Cause analysis
Certification
Master Program in Data Analytics — Fast Learning Technologies, Bangalore | Feb 2026 – Jul 2026, Power BI: Dashboard Development, Data Visualization, DAX & KPIs | Power Query: Data Cleaning & Transformation | Advanced Excel: Pivot Tables, XLOOKUP, INDEX-MATCH, IF Functions & Charts | SQL: Querying, Joins, Aggregations & Transaction Analysis | Python: Pandas & NumPy
Timeline
Senior Associate
HSBC Electronic Data Processing, India
03.2025 - 11.2025
Process Specialist
Infosys Limited
07.2023 - 10.2024
Business Analyst
Cognizant Technology Solutions India Pvt. Ltd.
02.2023 - 07.2023
Senior Assistant Technician
DXC Technology India Pvt. Ltd.
07.2021 - 02.2023
Analyst
AXA Business Services
06.2020 - 05.2021
Bachelor of Engineering - Information Science & Engineering
J.N.N.C.E.