Singing and Playing Guitar
Parveen Kaushal
Assistant Manager (Chargeback And Settlement Recon)
Jaipur
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Team Leader Chargeback and Settlement Recon
AU Small Finance Bank
10.2021 - Current
- Lead and manage team of credit card operations professionals, providing guidance, mentorship and performance feedback.
- Oversee end-to-end credit card operations processing including network settlement, dispute management along with complaints handling.
- Monitor key performance indicators (KPIs) and metrics to assess process efficiency, identify areas for improvement, and drive performance optimization.
- Responsible for network settlement funding to Nostro Account.
- Ensure compliance with regulatory requirements and internal policies.
- SOP preparation and review with respect to Chargeback, Network Settlement.
- Ensure processing of disputes/complaints including detailed review of network declines, collecting sufficient information to explore every recovery opportunity and mitigate losses including raising Arbitrations.
- Collaborate with risk and compliance team to ensure adherence to industry standards and best practices.
- Responsible for review and authorize network settlement and chargeback vouchers in CBS.
- Responsible for publishing weekly and monthly Network Settlement GLs reconciliation to management (EBS vs CBS).
- Drive team to achieve daily, monthly productivity and quality parameters with customer's centric approach.
- Be sensitive towards complaint and stricter timelines, should co-ordinate cross functions to get necessary resolution, request follow-ups and influencing decisions.
- Responsible to manage reconciliation which includes validation of certain reports, maintaining Dispute tracker for better management of dispute complaints.
- Tracking of temporary credit posting and daily reconciliation.
- Daily reporting of process reports like Temporary credit V/S Chargeback raised, Re-presentment received V/S Debit entry processing, Write off exception and Mark up fee reversal through CRM.
- Responsible for reviewing, approving, rejecting chargeback processing of high value disputes by puling information on past disputes to identify dispute trends ensure error free chargeback processing on both Network and Dispute management system.
- Responsible for escalation handling and identifying root causes for escalations.
- Assist auditors – internal and external with documentation and process walk throughs required for auditors to perform audits.
- Ensure adherence to internal policies and external/regulatory guidelines in Credit Card Operations with respect to network settlement, chargeback.
- Responsible for publishing fortnightly and monthly MIS related to chargeback and Visa/RuPay settlement to senior management.
- Responsible for publishing weekly CRM SRs Dashboard of Non-Fraud dispute case to avoid TAT breaching of closure of dispute case.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Created and managed project plans, timelines and budgets
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Responsible for preparing test cases for chargeback process along with SOPs and BRDs
- Proficient in Excel, PowerPoint, V Lookup, X Lookup & H Lookup
- Typing speed of 45wpm with 99% accuracy.
Senior Process Expert
SBI Card and Payment services
02.2018 - 09.2021
- Revamped the Chargeback Process with a benefit of 10 minutes AHT per case and 20% improved success rate
- Responsible for all Chargeback process automation and provide keystroke, document design and BRD (Business Required Document) and have done UAT and PVT
- Responsible for automated 2 major Projects 'TDFP (Transaction Dispute Followup Process)' and 'FDP (Fraud Dispute Process)'
- Part of all major and minor testing for new Projects-RuPay Online Dispute and Amex.
- Created accurate and efficient test scripts to manage automated testing of certain products and features
- Authored and maintained well-organized, efficient and successful manual test cases for the entire team
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
Chargeback Analyst
SBI Card and Payment services
02.2015 - 02.2018
- Handled multiple profiles in chargeback i.e Reconciliation, 1st stage, Pre-arb stage and Escalations.
- Knowledge of complete chargeback life cycle.
- Led projects and analyzed data to identify opportunities for improvement
- Represented SBI Card to Visa
- Raised dispute on behalf of customer to acquiring bank.
Customer Service Representative
GE Capital
01.2013 - 01.2015
- Handled customer service in Ge Capital, resolving customer queries related to SBI Credit card
- Answered customer telephone calls promptly to avoid on-hold wait times and also did up-selling
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
MBA - Finance & Marketing
Amity University
New Delhi 05.2014 - 06.2017
B.COM - B.com Graduate
University of Delhi
New Delhi 07.2008 - 07.2011
Skills
- Operations management
Leadership and Teamwork
Performance Monitoring and Evaluation
Customer Engagement
Knowledge of Visa and RuPay Portals
In dept knowledge of Disputes
Quality Improvement
Team Supervision
Complaint resolution
Staff education and training
Performance Evaluations
Certification
Manager of Managers
Personal Information
- Father's Name : Kuldeep Kaushal
- Mother's Name : Kanta Devi
- Date of birth : 26th Dec 1990
- Gender : Male
- Marital status : Married
- Permanent address : H.no 114, E-block Shyam vihar, Deenpur New Delhi-110043
Awards
- Employee of the month
- Champion of the quarter
- Got award for successful project delivered (TDFP and FDP)
- Out of the Box
- Young Turk
Interests
Accomplishments
Responsible for Chargeback process automation and delivered 2 Major projects (TDFP and FDP) with the help of RPA team and awarded for successfully delivered before deadline.
Timeline
Manager of Managers
03-2022
Team Leader Chargeback and Settlement Recon
AU Small Finance Bank
10.2021 - Current
Visa certification
07-2019
Senior Process Expert
SBI Card and Payment services
02.2018 - 09.2021
Chargeback Analyst
SBI Card and Payment services
02.2015 - 02.2018
MBA - Finance & Marketing
Amity University
05.2014 - 06.2017
Customer Service Representative
GE Capital
01.2013 - 01.2015
B.COM - B.com Graduate
University of Delhi
07.2008 - 07.2011
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