Date of Birth – 11th August 1991
Current Residence – K1/60, New Palam Vihar Sector 110 Grurgram
Fathers Name – Harish Kumar
Marital Status – Married
Hobbies – Cooking & Travelling
Udit Kumar
Gurgaon
Summary
Results-driven Team Lead & Senior Fraud Analyst(SME LEAD) with 7+ years of experience specializing in the end-to-end chargeback lifecycle and risk mitigation. Proven track record of leading high-performing teams of 17+ specialists to exceed KPIs while minimizing financial exposure for US-based clients. Expert in Visa/Mastercard mandates, Reg E/Z compliance, and developing advanced representment strategies that consistently maximize revenue recovery.
Overview
8
8
years of professional experience
Work History
Senior Associate (SME LEAD)
EXL Service India Pvt Ltd (Incomm Payments)
Gurgaon, India
02.2025 - Current
- Lead cross-functional teams to enhance operational efficiency and streamline processes.
- Mentored junior associates, fostering skill development and knowledge sharing within the team.
- Analyzed data trends to inform decision-making and optimize client service delivery.
- Facilitated training sessions for staff on new tools and systems to enhance productivity.
- Collaborated with clients to understand needs, tailoring solutions that improve satisfaction and outcomes.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
- Consistently achieved 98% quality scores while managing high volumes of 32+ customer interactions per agent daily.
- Increased chargeback win rate by 18% through rigorous evidence collection and detailed rebuttal drafting for Visa/MasterCard networks.
- Performs research on customer disputes for card transactions (credit card, debit card, ATM/PIN, POS) to determine if an unauthorized transaction has occurred and take appropriate actions to recover funds for the financial institution.
- Leading client calls for discussing process performance on weekly business review (WBR) and Monthly business review (MBR).
- Served as the final point of escalation for complex "Pre-Arbitration" and "Arbitration" cases, maintaining a 98% accuracy rate on high-value US merchant disputes.
Senior Fraud Analyst
Quavo Fraud & Dispute (Payroll: - I energizer)
Noida
08.2024 - Current
- Continuously monitor financial transactions and account activities to identify suspicious patterns or anomalies that may indicate fraud.
- Gather and preserve evidence related to suspected fraud, including transaction records, communication logs, and physical documents.
- Handle and resolve chargeback cases across various credit card networks (e.g., Visa, Mastercard, Maestro, Cirrus, Star) by thoroughly reviewing transaction disputes and processing them according to established protocols.
- Scrutinize transaction data to identify fraudulent and non-fraudulent activity. This involves evaluating chargeback reason codes, identifying trends, and implementing corrective measures to reduce fraud.
- Verify the accuracy and completeness of all supporting documentation, ensuring that it aligns with network regulations and standards.
- Ensure that all chargeback processing activities are compliant with financial regulations, network rules, and internal policies.
Team Lead
Paytm Payments Bank Ltd.
Noida
04.2022 - 04.2024
- Effectively providing feedback to enhance the agents their process knowledge. Data Analysis on daily/Weekly/Monthly basis and share the finding with the higher management like reason for hike in inflow, FRT Increment/Decrement, reopen%, etc.
- Monthly and Weekly basis, sharing the defined Dashboards created in Excel with exporting the data from CRM.
- Creating the reports on the any requirements received from the higher management with the required logics
- Ensuring to coordinate with concern stakeholders in order to provide the timely resolution for the issues received over the mentioned Platform.
- Team Official management, Production, Quality, Improvement, Shrinkage, Attrition.
- Nodal / RBI / AML / Customer Service, Business Analysis, Program Management & CRM Billing Management.
Senior Associate
Paytm Payments Bank
Noida
05.2018 - 03.2022
- Worked as a Senior Associate at Paytm Payments Bank, where I utilize my skills in AML transaction monitoring, enhanced due diligence and team handling.
- Working knowledge of transaction monitoring alerts with high volume and suspicious accounts.
- CDD & EDD Analysis of accounts, Performing EDD daily on suspicious customers, MTSS cases, internal employees, suspicious DMT transactions, and high cash transactions/withdrawals EDD on high-risk customers escalated from L2/L3 & PO.
- Handling Priority escalation cases of frozen customers /Customer approach back cases for unfreeze
- Maintaining database for EDD / frozen cases / Customer Documents / Customer Approach back cases
- Worked at Paytm Payments Bank, where I utilized my analytical skills and attention to detail to detect and prevent fraudulent activities, ensuring the security and integrity of financial transactions
- Investigate and handle fraud-reported cases of wallet and bank deductions.
- Collaborated with cross-functional teams to develop and enhance fraud detection systems and processes.
Education
Master of business Administration (Distance Learning) - undefined
Subharthi University Meerut
01-2024
Bachelor Of Arts Graduation - undefined
Himalayan University
01-2018
Higher Secondary Certificate -
Meerut01-2009
Secondary School Certificate - CBSE
Millennium Public School
Meerut01-2007
Skills
- Salesforce CRM - Creating new reports on different key metrics with required Logics
- Microsoft Excel - Prepared reports from raw Data and convert into a meaningful data to present on daily basis [Excellently Skilled]
- Leadership ability with administrative assistance
- Planning and Execution skills for solving critical issues with utmost sensibility
- Poised under pressure
- Worked on Different Financial tools like RGCS, BCS, URCS, AEPS, KYC Panel, NPCI Panels and PG Panel, Data Navigator, QFD, Cardinal, Arcot/Velera, Visa, Pulse,Confluence
Interests
Timeline
Senior Associate (SME LEAD)
EXL Service India Pvt Ltd (Incomm Payments)
02.2025 - Current
Senior Fraud Analyst
Quavo Fraud & Dispute (Payroll: - I energizer)
08.2024 - Current
Team Lead
Paytm Payments Bank Ltd.
04.2022 - 04.2024
Senior Associate
Paytm Payments Bank
05.2018 - 03.2022
Master of business Administration (Distance Learning) - undefined
Subharthi University Meerut
Bachelor Of Arts Graduation - undefined
Himalayan University
Higher Secondary Certificate -
Secondary School Certificate - CBSE
Millennium Public School
Disclaimer
I hereby declare that all the information given above is true and correct to the best of my knowledge.
(Udit Kumar)