Vighnesh Ramdohkar

• Manage the day-to-day activities of a Fraud Operations team.

• Provide direction to the team on productivity and SLAs, problem solving, setting timelines and next steps.

• Internal auditing and team query resolutions.

• Query resolution with onshore.

• Review existing operational processes and identify opportunities for continuous improvement.

• Maintaining daily MIS reports.

• Provide re-engineering ideas for process efficiency and enhancement.

• Provide individual coaching, mentoring, and feedback to the team on a regular basis.

• Educate Fraud Investigators on identification and prevention of fraudulent activity.

• Conduct training, monitor quality and quantity of case work and provide feedback on performance.

• Manage significant caseload and utilize the company investigation system.

• Open and prepare cases and follow all documented procedures to ensure proper cases detail is completed.

• Coordinate the investigation of any fraud issue with the appropriate Stakeholders as appropriate.

• Carrying out detailed investigation of fraud claims on credit card transactions as Mastercard and regz resolutions.
• Conducted thorough analysis of alert data to identify underlying fraud trends and patterns.
• Review and assess suspicious transactions, patterns, and anomalies to identify potential fraudulent behavior.
• Processing chargebacks and pre-arbitration for disputed charges/transactions.
• Investigating fraud claims on transactions as well as account level and working on account takeover.
• Contact card members to verify charges and recent activity to identify any potential fraud.
• Analyzing and determining the nature of fraud and fraud patterns and providing suitable resolution to the customer with regards to fraud claims in order to control loss.
• Resolve escalated issues for the team.
• Maintain and abide by all the laws of recovery set by Mastercard and Visa.
• Detecting and preventing card frauds for branded and Costco credit cards and also supported various processes as adhoc activity.
• Always achieved individual target and supported team in high volumes whenever required.

• Achieve specific support and resolution on every chat and email
• Use script and/or probing techniques to determine customer needs and offer the most appropriate advice or service for particular situations
• Maintain broad knowledge of client products and/or services.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.