Pushpa Piddennavar
Senior fraud associate
Bangalore
Summary
Results-driven fraud and risk management professional with expertise in chargebacks, dispute resolution, RCSA, and compliance operations within banking and fintech. Skilled in leading teams, mentoring analysts, and collaborating with cross-functional stakeholders to strengthen controls, enhance operational integrity, and drive process improvements.
Overview
8
8
years of professional experience
1
1
Language
Work History
Senior Associate - Operations
WNS Global Services
08.2023 - Current
- Investigate and initiate dispute basis customers concern, and document actions taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements.
- Working closely with the Mastercard network and a detailed understanding of Mastercard chargeback guidelines from initiating a chargeback and providing an end-to-end resolution to cardholders within the Mastercard guidelines
- Complete understanding and working on Pre Arbitration queues where the first chargeback raised is “LOST” and we validate the merchant evidence and cardholder evidence by retrieving the documents provided by the merchant and the cardholder and validate if the merchant has represented as per the cardholders concern and take a decision whether to file a pre arbitration by creating a document with reasons and defects from the merchant document or whether to take a decision against the cardholder if the merchant documents are valid and there is no sufficient evidence provided by the cardholder (Re-Bill)
- Working closely with the clients and having a key understanding of financial Crime Policies, basic banking terminologies and regulatory and compliance procedures
- Working closely with the internal training team and the clients training team to be up to date on process knowledge on a day-to-day basis and providing the updated process knowledge received from the clients to the team by conducting training sessions on a regular basis and conducting process training for the upcoming new hires in the team.
- Leverage KYC documentation to validate cardholder identity and identify potential Account Takeover (ATO) scenarios.
- Work closely with internal QA and client teams to ensure adherence to compliance, risk, and AML procedures.
- Conducted Risk and Control Self-Assessment (RCSA) activities, identifying potential risks, validating process controls, and ensuring compliance with internal and regulatory standards
- Led a small team of analysts, delegating tasks, reviewing work for accuracy, and ensuring adherence to process SLAs and compliance standards.
Card Fraud Specialist
Goldman Sachs Services Private Limited
07.2022 - 08.2023
- Determine action required based on established procedures to protect the Bank's assets, work with supervisor on handling more complex cases.
- Placed appropriate hold on accounts deemed to have fraudulent activity. Track and document action is taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements.
- Assist in identifying and developing process enhancements to maximize efficiency of fraud detection activities as required.
- Identify risk and prevent loss from fraud reports, referrals from fraud email box, and return items.
- Perform end-to-end investigations into Account Takeovers (ATO), identity theft, synthetic identities, and transaction laundering.
- Maintain compliance documentation aligned with AML and KYC standards.
Transaction Risk Investigator
Amazon
10.2020 - 04.2022
- Monitoring transaction in a time sensitive and exhaustive analysis to prevent fraudulent activity.
- Worked in multiple skills such as Fraud prevention monitoring, ATO (Account Taken Over) Analysis, Chargeback Analysis and Customer Email Queue Handling.
- Experience in working preventing fraudulent activity in multiple countries USA, Canada and France at Amazon.
- Worked in multiple skills such as Fraud prevention monitoring, ATO (Account Taken Over) Analysis, Chargeback Analysis and Customer Email Queue Handling.
- Communicating via email & telephone with external & internal customers & financial institutions to make informed decisions about risk and proactively contributed to process improvements to elevate customer experience.
- Mentoring new hires & team members to take appropriate action on email queues especially chargeback and account takeover scenarios.
- Auditing different metrics and providing feedback to the investigators to improve decision quality.
Service Segment Manager
Hewlett Packard Enterprise
02.2018 - 03.2020
- Responsible for prevention of frauds on HPE storage Units with the coordination of sales team.
- Ensure to capture the project requirements, create and manage project plans.
- Addressing customer escalations with the coordination of engineering team to ensure the projects are completed.
Storage Consultant
Hewlett Packard Enterprise
06.2017 - 02.2018
- Providing L1 and L2 Support HP 3PAR Storage and Network Connectivity.
- Deployment of PatCh. SP (Service Processor) OS as Der the schedules.
- Interact with different country Customer's/ Project Team
Education
Bachelor of Engineering - Information science
Atria Institute of Technology
06.2016
Skills
- Fraud Monitoring & Analysis Transaction Monitoring KYC/AML Compliance
- Dispute Resolution & Chargebacks (Mastercard) Pre-Arbitration Handling
- Risk & Control Self-Assessment (RCSA) Process Risk Reviews BCP
- Operational Risk Management Reconciliations MIS & Metrics Reporting
- Excel Tableau SQL (Learning)
- Team Leadership Training & Mentoring Stakeholder Management
Timeline
Senior Associate - Operations
WNS Global Services
08.2023 - Current
Card Fraud Specialist
Goldman Sachs Services Private Limited
07.2022 - 08.2023
Transaction Risk Investigator
Amazon
10.2020 - 04.2022
Service Segment Manager
Hewlett Packard Enterprise
02.2018 - 03.2020
Storage Consultant
Hewlett Packard Enterprise
06.2017 - 02.2018
Bachelor of Engineering - Information science
Atria Institute of Technology
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