SONIA EDWARD
Hyderabad
Summary
Dynamic Fraud Specialist with proven expertise at IGT in fraud detection and prevention strategies. Skilled in data analysis using Power BI, I excel in enhancing customer experiences while ensuring AML/CFT compliance. My strong communication abilities and leadership skills drive effective resolutions, minimizing losses and safeguarding player accounts.
Overview
8
8
years of professional experience
Work History
Fraud Specialist
IGT
Hyderabad
03.2023 - Current
- Perform operational tasks as defined by policies and procedures related to payment operations
- Processing, reprocessing, cancelling, or refunding payment transactions as appropriate after investigation per policies and procedures
- Reviewing daily reports to ensure no outstanding transactions in an unknown state or anomaly state, and escalating as appropriate
- Responding to daily escalations in a timely manner and drive towards resolution of reported customer complaints
- Manage player accounts including fund transfers, account privileges, payment requests, perform manual KYC verification, etc.
- Gathering KPI data and reports from IGTPay daily
- Conduct data analysis, validation, and investigation as needed using multiple systems, consolidating data, and manually manipulating large sets of data using power BI
Payments and Fraud Specialist
Carousel Group
03.2022 - 08.2022
- Providing an enhanced customer experience service by swiftly and safely processing customer's withdrawals
- Working closely with the support and trading team to solve customer queries regarding payments
- Monitoring incoming and outgoing transactions from all types of payment sources, including e-wallets, credit cards, bank transfers and other payment solutions
- Analyzing data and player behavior regarding fraud, risk and anti-money laundering
- Ensuring that fraudulent transactions are spotted effectively and handled swiftly in order to minimize losses and mitigating fraud as much as possible, following company procedures and policies
- Assisting the teams in fighting fraud cases involving, but not limited to Credit card fraud
- Bank Fraud, Identity theft etc
- Challenge Disputed transactions (liaising with the relevant Banks/Payment methods)
Customer Verification Advisor
Flutter entertainment plc
Hyderabad
03.2019 - 02.2022
- Liaising directly with players primarily via live chat and email to answer their questions and resolve their queries
- Validate and verify various player-related documentation to follow the Group's licensing requirements in various locations and different platforms such as Sky betting and gaming
- PokerStars, and others which are part of Flutter entertainment plc
- Working in support operations, handling deposits and withdrawals request
- Solving queries in related account features like account login issues, fraudulent activities, and transaction enhancement
Trainee Recruiter
american cyber system
01.2018 - 12.2018
- Process: US Staffing
Education
Bachelor of Art's Degree - Commerce
St. Francis Degree for Women College
May '15
Master of Business Administration - Human Resource and Marketing
Wesley PG College
Jun '17
Skills
- Written and Verbal Communication SkillsTeam leadership
- Excel skill (Intermediate level)Fraud detection and prevention strategies
- Certification in business metrics for Data-driven companies
- Certification in AML/CFT compliance requirements
- Certification in Power BI for compliance, AML/CFT, Risk management professionals
Timeline
Fraud Specialist
IGT
03.2023 - Current
Payments and Fraud Specialist
Carousel Group
03.2022 - 08.2022
Customer Verification Advisor
Flutter entertainment plc
03.2019 - 02.2022
Trainee Recruiter
american cyber system
01.2018 - 12.2018
Bachelor of Art's Degree - Commerce
St. Francis Degree for Women College
Master of Business Administration - Human Resource and Marketing
Wesley PG College