Parul Kapoor

Responsible for the systematic and accurate analysis of fraud claims, leading to well-informed approval or rejection decisions. KPIs include:

• Data analysis and report generation to facilitate data-driven decision-making

• Consistent delivery of 100% quality scores, adhering to PSD guidelines

• Successfully managed high inventory under tight deadlines

• Developed and distributed team communication mailers

• Been an engagement SPOC to carry out activities within the team and represented my team across workgroup.

• Forged and nurtured relationships across various departments.

• Handling inbound & outbound calls regarding fraud related inquiries
• Verify charges, whether it is fraud or a valid charge
• Ensure accurate analysis of Fraud claims and make sound decisions to approve or decline through systematic analysis
• Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals
• Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times
• Efficiently detect and prevent fraudulent activity, whist enhancing Customer Experience through World Class servicing
• Working Experience of MS-Office
• I have been sending communications for UK ASG to share what we do as a team
• Represented about 100 communication mailers for UK ASG through our communications and be an example for others
• Apart from meeting the production goals I have been a part of lot of team activities which mainly aimed at engaging the team
• Following are the programs: Spreading awareness (Know Your Merchant), Sharing Best Practices (Learn Share, Connect)
• Organize monthly & yearly RnR contests.

• Handled inbound & outbound calls to help the corporate clients with queries on everyday banking

• Assisted new team members

• Organized and implemented weekly recreational and engagement activities, while crafting related communications.