TAHERA BEGUM

• Conducted end-to-end investigations into complex fraud, AML, unauthorized transactions, account takeovers (ATO), chargebacks, disputes, account limitations, and customer complaints using a risk-based approach.
• Investigated suspicious activity, including money laundering indicators, structuring/smurfing, rapid movement of funds, high-risk counterparties, and potential terrorist financing, recommending SAR/STR escalation where appropriate.
• Performed transaction monitoring and behavioural analysis to identify fraud patterns, abnormal account activity, unauthorized access, VPN usage, linked accounts, and emerging financial crime risks.
• Evaluated customer risk through KYC, CDD, and EDD reviews for UK and US customers, applying account restrictions.
• Managed complex customer complaints and disputes, resolving cases escalated through external dispute resolution bodies with a focus on fairness, compliance, and timely outcomes.
• Prepared detailed investigation reports and maintained audit-ready case documentation while supporting law enforcement and regulatory inquiries in financial crime investigations.
• Performed root cause analysis on fraud cases, complaint trends, and operational risks, identifying control gaps and driving process improvements to strengthen fraud prevention and compliance.
• Collaborated with Fraud Operations, Compliance, Risk, Customer Support, Credit Operations, and Quality Assurance teams to effectively resolve complex cases and enhance overall operational effectiveness.
• Consistently met SLA and quality targets while balancing customer experience, regulatory requirements, and financial crime risk.
• Contributed to the development of policies, SOPs, and quality assurance standards, while mentoring junior investigators on fraud detection, AML investigations, and regulatory compliance.

Shield

Prado Link

TSYS

Scan

Admin

Argus

• Promoted from L1 to Level 2 to handle advanced Office 365 and Windows escalations, enhancing support capabilities.
• Managed global customer tickets through ticketing systems, consistently meeting SLAs and driving customer satisfaction.
• Conducted root cause analysis and collaborated with cross-functional teams to effectively resolve complex escalated issues.