SANJAY MATHEW DARJEE
Sharjah
Summary
Experienced Fraud Recovery Specialist with 11 years in customer service and over 7 years in banking. Manages customer alerts and disputes while ensuring regulatory compliance. Analyzes fraud risks and resolves complex issues efficiently, delivering effective first-call resolutions. Skilled in fraud investigation techniques and dispute resolution, ensuring adherence to banking policies.
Overview
5
5
Languages
1
1
Certification
11
11
years of professional experience
Work History
Fraud Recovery Specialist II
JPMorgan Chase & Co
Bangalore
10.2022 - 07.2026
- Analyzed fraudulent claims to identify patterns, mitigating potential risks to the bank.
- Maintained understanding of bank policies and industry regulations, enhancing fraud detection effectiveness.
- Responded to customer alerts of banking fraud, determining next steps for effective specialist investigations.
- Demonstrated analytical skills in investigating claims, achieving first call resolutions where applicable.
- Performed due diligence investigations into suspected fraud using public records and other resources.
- Supported customers in raising disputes, ensuring compliance with scheme rules and timeframes.
- Tracked chargeback activity, identifying trends to develop best practices for fraud determination.
- Communicated updates on service requests through voice and written channels, resolving concerns promptly.
Customer Services Executive
HSBC
Hyderabad
06.2019 - 09.2022
- Managed inbound inquiries on fraud collections, credit cards, and digital payments, building strong customer rapport through empathetic communication.
- Delivered timely information on fraud and scam trends, improving customer understanding and expediting inquiry resolution.
- Navigated difficult discussions with customers to clarify concerns and expectations, ensuring clear understanding of next steps.
- Processed disputes and maintained detailed records of customer interactions, adhering to bank policies and procedures.
Customer Services Executive
Amazon Development Centre
Hyderabad
09.2016 - 06.2019
- Promoted to UK Resolution Expert, addressing customer inquiries via voice, email, and chat.
- Achieved first-call resolutions, enhancing customer satisfaction and loyalty.
- Resolved disputes over defective goods and delivery issues, improving overall customer experience.
- Analyzed customer complaints to identify resolutions, enhancing service quality.
Customer Services Executive
Wipro BPS
Kolkata
02.2015 - 09.2016
- Achieved sales targets consistently while delivering exceptional service quality.
- Resolved customer concerns promptly, increasing satisfaction and fostering loyalty.
- Developed strong relationships through effective verbal communication, consistently exceeding call-handling quotas.
- Addressed inbound voice inquiries for British Telecom with clarity and empathy, ensuring customer understanding and resolution.
Education
Bachelor of Commerce (BCom) -
Indira Gandhi National Open University (IGNOU)
Distance01-2026
ISC -
Loyola High School
Kolkata01-2008
ICSE -
Loyola High School
Kolkata01-2006
Skills
- Fraud investigation techniques
- Fraud prevention
- Dispute resolution support
- Analytical skills
- Fraud resolution
- Fraud detection
- Customer service
- Customer engagement
- Excel and PowerPoint
- Relationship management
- Adaptability to change
Personal Details
Languages Known: English, Hindi, Tamil, Nepali, Bengali
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Intermediate (B1)
B1
Nepali
Beginner
A1
Tamil
Beginner
A1
Certification
- Certified Anti-Money Laundering Expert (CAME)
Issuing Organization: India Forensic | Year: 2026
Accomplishments
- CSAT Heroes 2023
- Outstanding Performer – January 2025
- Employee of the Month – October 2025
- Team of the Quarter – Q1 2026
Timeline
Fraud Recovery Specialist II
JPMorgan Chase & Co
10.2022 - 07.2026
Customer Services Executive
HSBC
06.2019 - 09.2022
Customer Services Executive
Amazon Development Centre
09.2016 - 06.2019
Customer Services Executive
Wipro BPS
02.2015 - 09.2016
Bachelor of Commerce (BCom) -
Indira Gandhi National Open University (IGNOU)
ISC -
Loyola High School
ICSE -
Loyola High School