Sneha Dev

· Reviewing and attaching customer responses to claims filed against them or on the behalf of parties involved in a case (buyer/seller). Closing of claims filed through PayPal's Consumer Protection Policies, identifying the risks associated with the case and finding a solution to that.

· Adhere to region-specific compliance policies to ensure buyers and sellers are protected.

· Resolve unauthorized/fraudulent transactions, chargebacks and reconcile billing errors to facilitate money movement, escalating appropriately to Fraud Investigations.

· Restricting accounts when appropriate. Review limited PayPal accounts and determines the legitimacy of the account and account holder. This also includes determining cases that need to be resolved by the customer to lift their Limited Access.

· Keeping the team posted on activities and driving them to achieve their interest and participation.Created an environment for collaboration and team bonding, Planned and executed team building and employee engagement activities.

· Settlement process (VISA/Master card/Rupay):

Worked on Visa EP Platform and master card file express client for staging of daily settlement files.

Providing day-to-day merchant business support for MIS reports, internal reconciliations and merchant on-boarding and integration.Handling day to day file settlements &reconciliations are in line with approved SOP.

Receiving the chargeback forms from bank, before raising the chargeback analyzing the transactions and raising the chargeback and staging to VISA/ MASTER on behalf of issuer and the acquirer.Processing and reconciliation of cashback.

Monitoring account activity and detecting fraudulent transactions for customer's Credit cards, prepaid cards and mobile wallets.

Organizing with bank for the changes to be made in the merchant's setups.

· Handled end to end cash application process complying with SLA'S, TAT.

· Creation of batch and receipts, application and un-application of cash, invoice adjustments etc.

· Responsible for posting the cash appearing on the bank accounts to the respective customer's account.

Processing of refunds to customers on overpayments, duplicate payments, credit memo, CM re-bills and other misdirected payments.

Uploading these cash received lines into Oracle and generating a receipt number for each transaction (this is done on a daily basis.).

· Handled AR enquires mailbox (Designated to handle emails related to customer queries, collection queries, Customer service queries etc.).

I worked as an Order Management Analyst for the North American region and also as a Credit Card Tokenization team member, we receive the Order from across the globe for different customer, who purchases Oracle licenses.

I have direct interactions with the stake holders in the US through calls and Emails, Resolving and Handling the escalation email inbox.We review & validate the Legal Documents signed between Oracle and Customers and process the order in Oracle Systems, and also to be the point of contact to handle queries, assisting Internal Teams like Sales Team, AR, Install Base.