UDIT BHARGAVA
New Delhi
Summary
A result-oriented banking professional with over 4 years of experience in Personal and Retail Banking, currently serving as a Master Account Protection Specialist at American Express. Highly skilled in fraud detection, anti-money laundering, and risk management. Proven ability to analyze fraudulent claims, make sound business decisions, and enhance processes for improved efficiency and customer satisfaction. Known for strong analytical skills, proactive problem-solving, and a commitment to achieving excellence in all tasks.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Master Account Protection Specialist
American Express
08.2024 - Current
- Ensure accurate analysis of fraudulent application claims, making sound decisions to approve or decline claims through systematic analysis.
- Provide world-class customer service to card members, merchants, and internal customers, analyzing data to determine appropriate actions.
- Take initiative and make sound business decisions while managing critical processes such as SOX, ECR referrals/escalations, legal requests, and compliance.
- Handle calls with card members, merchants, and third parties regarding fraud claims and case processing.
- Identify fraud trends and implement continuous process improvements, meeting or exceeding performance guidelines.
- Highlight issues through feedback and recommend changes in workflows, procedures, and service levels based on customer demands to ensure quality service.
- Provide feedback on performance gaps and improvement opportunities.
- Strive to exceed metrics on transactional quality, compliance regulations, and productivity.
- Act as a consultant to internal clients, developing business solutions and project opportunities while maintaining strong relationships.
- Focus on process optimization, capability development, and thought leadership, balancing customer and organizational interests.
- Communicate effectively, both orally and in writing, to identify and document necessary information.
Senior Account Protection Specialist
American Express
01.2023 - 07.2024
- Ensure accurate analysis of fraudulent application claims, making sound decisions to approve or decline claims through systematic analysis.
- Provide world-class customer service to card members, merchants, and internal customers, analyzing data to determine appropriate actions.
- Take initiative and make sound business decisions while managing critical processes such as SOX, ECR referrals/escalations, legal requests, and compliance.
- Identify fraud trends and implement continuous process improvements, meeting or exceeding performance guidelines.
- Highlight issues through feedback and recommend changes in workflows, procedures, and service levels based on customer demands to ensure quality service.
- Provide feedback on performance gaps and improvement opportunities.
- Strive to exceed metrics on transactional quality, compliance regulations, and productivity.
- Act as a consultant to internal clients, developing business solutions and project opportunities while maintaining strong relationships.
- Focus on process optimization, capability development, and thought leadership, balancing customer and organizational interests.
- Communicate effectively, both orally and in writing, to identify and document necessary information.
Customer Service and Operations Analyst
NatWest
05.2016 - 12.2022
- Analyzed and addressed customer financial queries and complaints through secure messaging and emails, adhering to service level agreements (SLAs).
- Analyzed and managed high-value account protection, ensuring compliance with anti-fraud and anti-money laundering regulations.
- Developed and implemented strategies for enhanced account protection and risk management.
- Reviewed financial statements and documents to detect unusual transaction patterns and potential fraud.
- Provided guidance and training to team members on best practices in account protection and fraud prevention.
Senior Practioner
Concentrix
08.2015 - 04.2016
- Provided US-based seller support for Amazon, assisting sellers with day-to-day listing problems via chat platform.
- Addressed and resolved seller queries related to product listings, account management, and other platform issues.
- Ensured high-quality service delivery and maintained customer satisfaction by effectively managing communication and problem-solving.
- Worked closely with the team to streamline processes and enhance the efficiency of the support service.
Associate
EXL Service
12.2014 - 06.2015
- Handled customer queries related to billing issues for Scottish Power, a utility company, via email communication.
- Assisted customers with issues related to their electricity meters, ensuring accurate and timely resolution of queries.
- Maintained high standards of customer service and worked to resolve issues efficiently while adhering to company policies and procedures.
Education
MCA - Computer And Information Sciences
Graphic Era University
Dehradun, IndiaBCA - Computer And Information Sciences
Graphic Era University
Dehradun, IndiaSenior Secondary - Commerce With Mathematics
Birla Senior Secondary School
Pilani, IndiaHigh School Diploma -
Rainbow School
Saharanpur, IndiaSkills
- Account Protection & Risk Management
- Fraud Detection & Prevention
- Data Analysis & Reporting
- KYC & Customer Due Diligence (CDD)
- Process Improvement & Optimization
- Compliance & Legal Requests
- Customer Service & Support
- Interpersonal & Communication Skills
- Problem Solving & Decision Making
- MS Office Suite
Accomplishments
- Centurion Award
Awarded for maintaining zero quality errors for three consecutive months. - SAM (Superb Showing and Commitment to Work)
Recognized for exemplary punctuality, discipline, and commitment towards work.
Certification
- Professional Banker Certificate
Chartered Banker Institute, United Kingdom - Anti-Money Laundering & Counter-Terrorist Financing (2022)
NatWest Group - Fraud Triage Training (2021)
NatWest Group
Languages
English
Intermediate (B1)
Hindi
Upper intermediate (B2)
Timeline
Master Account Protection Specialist
American Express
08.2024 - Current
Senior Account Protection Specialist
American Express
01.2023 - 07.2024
Customer Service and Operations Analyst
NatWest
05.2016 - 12.2022
Senior Practioner
Concentrix
08.2015 - 04.2016
Associate
EXL Service
12.2014 - 06.2015
MCA - Computer And Information Sciences
Graphic Era University
BCA - Computer And Information Sciences
Graphic Era University
Senior Secondary - Commerce With Mathematics
Birla Senior Secondary School
High School Diploma -
Rainbow School
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