TWINKLE SARAF
Delhi
Summary
Dispute Specialist with comprehensive experience in managing card-member and merchant-related issues, including transaction disputes, KYC reviews, charge-backs, on-boarding support, and payout discrepancies. Skilled in conducting detailed investigations, resolving financial and service-related concerns, and ensuring timely and effective communication. Proven ability to maintain compliance with internal policies and regulatory standards through strong analytical capabilities, cross-functional collaboration, and a customer-concentric approach.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Associate Manager
PayU Payments Private
04.2025 - Current
- Resolved 50+ merchant issues related to on-boarding, transactions, payouts, listings, and account settings.
- Facilitated end-to-end on-boarding for new clients, vendors, and partners.
- Conducted initial and periodic KYC reviews for clients
- Verified identity documents, proof of address, and business structures.
- Performed risk assessments and client categorization
- Reviewed and resolved disputes involving billing errors, payment delays, and invoice mismatches.
- Handled charge-back claims across multiple payment channels.
- Investigated charge-back root causes and collected supporting documentation.
- Worked with fraud and risk teams to enhance controls and reduce disputes.
- Flag suspicious activity and assist in investigating fraudulent transactions.
- Process and monitor daily settlements of payments, trades, or merchant transactions.
- Ensure all transactions are executed accurately and on time across internal and external systems.
- Investigate settlement failures, payment rejections, and unmatched transactions.
- Coordinated with banks, payment processors, and merchants to resolve disputes.
- Collaborated with operations, product, finance, and production teams to resolve merchant issues.
- Performed vendor account reconciliations and addressed discrepancies
- Escalated red flags or suspicious activity to compliance officers.
Freelancer
Shwetank Overseas
07.2024 - 04.2025
- Skilled in handling payment conflicts, contract discrepancies, and project scope issues.
- Strong mediator between clients, contractors, and subcontractors to resolve conflicts.
- Adept at minimizing delays through timely and effective dispute resolution.
- Proficient in analyzing project documentation and identifying root causes of disputes.
Lead Analyst
American Express
03.2024 - 06.2024
- Acted as the Subject Matter Expert (SME) for dispute processes, serving as a key point of contact for 10 new team members.
- Sharing performance reviews with new team members to help them improve.
- Monitoring their quality on cases.
- Spotting recurring issues or gaps in training.
- Suggesting coaching or training where needed.
- Investigated billing discrepancies, identified root causes of failed re-bills, and ensured prompt resolution to maintain billing accuracy.
- Maintain up-to-date knowledge base and conduct periodic process reviews or refresher sessions.
Master Analyst
American Express
07.2023 - 03.2024
- Oversaw and managed recurring billing cycles to ensure accuracy and timeliness of customer re-bill transactions.
- Collaborate with internal teams (fraud, customer service, remediation) to gather necessary documentation for case resolution.
- Analyze and validate invoices that require rebilling due to errors, missed charges, or customer disputes.
- Process and respond to disputes and charge-backs within defined regulatory and company deadlines.
- Perform root cause analysis on fraud losses and suggest improvements in business processes.
- Document investigation findings and maintain detailed case logs for compliance and audit purposes.
Senior Analyst
American Express
09.2022 - 07.2023
- Assist in analyzing root causes of chargebacks and contribute to training or operational improvements.
- Ensure all rebills transactions are backed by proper documentation
- Review transaction data, merchant records, and communication logs to validate the legitimacy of a dispute.
- Monitor transactions in real-time to detect and prevent fraudulent activities using fraud detection tools and systems.
- Analyzed suspicious patterns and anomalies across payment systems and customer activity to detect and prevent potential fraud.
- Maintain detailed records of rebill activity and adjustment history for audit purposes.
Analyst
American Express
08.2021 - 09.2022
- Work directly with banks, payment processors, and merchants to resolve more then 70 open disputes.
- Conducted thorough investigations and analyses of customer disputes and charge-backs in compliance with established card scheme regulations and company policies.
- Communicate with merchants, acquirers, and payment processors to facilitate smooth resolution of disputes.
- Investigate charge-backs by reviewing transaction details, proof of delivery, customer communication, and other relevant evidence.
- Communicate with customers regarding re-bills, expired cards, or payment method updates.
Client Service Associate
Amazon
07.2020 - 01.2021
- Company Overview: E-commerce, cloud computing, and digital streaming
- Engaged with over 30 clients daily via chat support, delivering prompt and efficient responses in a high-volume environment while effectively resolving product-related inquiries and concerns.
- Led post-purchase support activities, including processing returns, modifying orders, coordinating replacements, and managing customer expectations.
- Managed client communication channels efficiently, resulting in a 30% increase in client satisfaction by delivering prompt and accurate responses to inquiries.
- Aided in process improvement to improve client satisfaction.
Education
Bachelors of Business Administration -
Delhi Technological University (Regular)
Skills
- Ms Office
- Fraud detection
- Transaction processing
- Dispute resolution
- KYC compliance
- Chargeback management
- Power BI
- MySQL basic
- Problem Solving
- Communication Skills
- Critical Thinking
KNOWLEDGE OF PLATFORMS
- GDM
- DSP
- SALESFORCE
- JIRA
- CONCUR
- ASPECT
- GRIFFIN
- MONOCLE
- HAPPAY
Certification
- Power BI - Skill Nation
Timeline
Associate Manager
PayU Payments Private
04.2025 - Current
Freelancer
Shwetank Overseas
07.2024 - 04.2025
Lead Analyst
American Express
03.2024 - 06.2024
Master Analyst
American Express
07.2023 - 03.2024
Senior Analyst
American Express
09.2022 - 07.2023
Analyst
American Express
08.2021 - 09.2022
Client Service Associate
Amazon
07.2020 - 01.2021
Bachelors of Business Administration -
Delhi Technological University (Regular)
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