Rajasekar B

• Manage Debit Card Fraud and Non fraud claim Operations team of 20 members
• Manage team operations and ensure all KPI’s are met and exceeded
• Oversee complex fraud investigations, identifying patterns of fraudulent activity, and working closely
• With internal and external stakeholders to mitigate losses
• Develop and implement fraud prevention strategies that reduce claim processing time while improving fraud detection accuracy
• Establish creative & innovative Rewards & Recognition activities for enhancing team performance and motivation
• Manage and strengthen stake holder relationship
• Conduct and contribute to internal/external audits
• Responsible for information security and keep the team vigilant
• Identify Operational Risks and place effective controls
• Coordinate with the Quality team to identify root cause for the defects and implement appropriate action plans
• Responsible for on-boarding new hires
• Take ownership and deliver continuous improvement initiatives
• Prepare monthly business reviews for the management
• Engage in and encourage team-building activities and promote diversity

Branch and Check Non Fraud (BACNF)

• Review, verify, investigate, and identify customer transactions to detect and prevent financial crimes activities, fraud, policy violations and suspicious situations.
• Analyze and transfer cases to appropriate departments based on identified issues like ATM transactions, check fraud, ACH transactions, E-products, Phone bank and credit cards.
• Document research findings and actions taken on cases for potential referrals for Suspicious Activity and Suspected Financial.
• Continuously update fraud detection strategies and tools to counter emerging fraud tactics in checks.
• Conduct process quality audits of claims processed by agents to maintain high standards.
• Provide floor support and training to new agents to ensure a thorough understanding of processes.

• Led and managed a 30-member Debit Card Claims team, mentoring associates, monitoring performance, and ensuring process efficiency, SLA adherence, and customer satisfaction with minimal TAT.
• Streamlined chargeback investigations by implementing effective SOPs, managing case assignments, daily reporting of O/S cases, and handling Visa chargeback denials.
• Reviewed and validated closed debit card cases, ensuring accuracy of credit/debit transactions for replacement cards, and resolving disputes in line with VISA & MasterCard regulations.
• Served as SPOC for delivery planning, workforce (FTE) forecasting, and MIS inputs, while ensuring compliance, quality standards, and accurate monetary adjustments in customer accounts.

• Investigated credit card disputes and fraudulent activities, validated transactions, raised chargebacks using appropriate reason codes, and coordinated with risk teams (FPI, Risk Insurance) to ensure accurate case resolution and loss prevention.
• Communicated investigation updates to cardholders, handled copy requests, and collaborated directly with customers to resolve unauthorized or abnormal activity while ensuring their security (e.g., card blocking measures).
• Reviewed merchant documentation (Rep docs) for copy requests/chargebacks, verified authenticity, and escalated cases to pre-arbitration or raised II chargebacks when required.
• Performed thorough account reviews to identify recovery opportunities, mitigate financial losses, and processed chargeback credits and account reconciliations (ARIS & APIS) in compliance with fraud and regulatory guidelines.