Summary
Overview
Work History
Education
Skills
Timeline
Generic
Roshan Patel

Roshan Patel

Hyderabad

Summary

Escalation Specialist with 5+ years in technical support, fraud investigation, and dispute resolution. Expert in leveraging
20+ applications to resolve financial and legal grievances while ensuring compliance with US banking regulations such as
UDAAP, Regulation-E, and AML. Proven ability to de-escalate high-stakes situations and deliver data-driven solutions.

Overview

5
5
years of professional experience

Work History

Escalation Specialist

Wells Fargo - Consumer Banking Division
Hyderabad
02.2024 - 07.2026
  • Wells Fargo Hyderabad, India
    Escalation Specialist (Chief Operating Office) 2024 – Present
    * Resolve complex financial and legal grievances using 20+ specialized applications, ensuring regulatory compliance with US
    Banking Regulations (UDAAP, Regulation-E, AML) and organizational guidelines.
    * Conduct fraud investigations using advanced detection systems; analyze suspicious transactions, minimize financial losses
    through timely resolution, and provide data-driven prevention recommendations.
    * Execute end-to-end chargeback management: analyze claims per card network regulations, investigate transactions, gather
    evidence, and collaborate with merchants and acquiring banks to resolve disputes.

Associate - Account Management (Operations & Risk)

Sutherland Global Services - Remitly
Hyderabad
01.2022 - 09.2023
  • Applied strong KYC and AML controls, ensuring compliance with global and internal regulatory standards.
  • Ensured compliance with operational risk management frameworks and regulatory requirements in all remittance processing.
  • Monitored remittance and payment transactions across international networks, ensuring accuracy and compliance with service level agreements.
  • Coordinated with partner banks to investigate transaction discrepancies and resolve cross-border payment issues.
  • Maintained nostro accounts while coordinating with partner institutions for timely settlements and effective issue resolution.

Customer Support Executive

Conneqt Business Solutions
Hyderabad
02.2021 - 07.2021
  • Handled customer inquiries and resolved issues, contributing to high customer satisfaction levels.
  • Developed effective client communication skills while adhering to operational compliance standards.
  • Supported process improvements and maintained data accuracy, enhancing overall operational effectiveness.

Education

B.Com - Commerce

ISBM University
Chhattisgarh
01-2023

Skills

* Applications: 20 banking applications, fraud detection systems, chargeback tools, CRM platforms

* Regulations: UDAAP, Regulation-E, AML, card network regulations

* Core Skills: Fraud Investigation, Dispute Resolution, Chargeback Management, Fraud root cause analysis, SLA Management, Financial data analysis

Timeline

Escalation Specialist

Wells Fargo - Consumer Banking Division
02.2024 - 07.2026

Associate - Account Management (Operations & Risk)

Sutherland Global Services - Remitly
01.2022 - 09.2023

Customer Support Executive

Conneqt Business Solutions
02.2021 - 07.2021

B.Com - Commerce

ISBM University
Roshan Patel