Virendra Patil

Fraud and Chargeback Analyst BBPS Vertical

Managing functional areas like- Client or merchant onboarding and relationship management, Service delivery, Transactional analysis, Chargeback dispute analysis fraud, and Non-fraud.

• Handling chargeback and fraud complaints from banks and authority
• Chargeback management fraud and dispute investigation
• Proactively analyzed transactional and dispute records/reports and identified trends (both fraud and non-fraud)
• Analyzed merchant chargeback trends and issues.
• Processed and monitored chargeback fulfillment throughout the entire dispute cycle correct
• Generated, maintained, and closed out financial chargeback request histories/details.
• Working directly with merchants and cardholders to resolve customer service issues or fraudulent/unauthorized activities
• Assigned team to ensure all clients within the team are being taken care of properly.
• Create the user for a merchant to upload the disputed document to defend the chargeback or update the approval.
• Arrange a call with the merchant for dashboard training and explain the chargeback and QA process to them.

Payment Gateway & Recurring Payment Vertical

• MIS reporting of high-valued merchants
• Reconciliation and revenue analysis of key merchants
• Acted as a BD Collect Product SPOC for all integrations
• Preparing training content, and presentation and providing training to merchants on the dashboard, MIS reporting, refund, etc.
• Coordinating with the central team to live the BillDesk BD collect the product and set up the nodal, monitor the transaction and daily settlement
• Communicating with external and internal stakeholders to smooth operations activity and resolve the problems
• Handling Merchant and customer complaints and providing appropriate resolutions/ alternatives within the set time limits
• Keeping records of customer's/ merchants' interactions, root cause analysis of the issue, and resolution
• Provide professional and responsive support to merchants, via email and (text and voice), maintaining merchant satisfaction by assuming ownership and timely resolution of all issues.
• Co-ordinate with Branches for all Product and Operations Queries and closed within TAT
• Data management, interaction with various client entities regarding billing, customer support, product and business team, etc.
• Coordinating between clients and the technology team in case any change is required in the existing operation process or for the implementation of additional services.
• Coordinating with MH and Goa region Banks for daily recon file and funds and streamlining the process
• Maintain good relationships with All merchants, Biller, and Banks
• Maintain all PG merchant and Biller Monthly MIS.
• Agent onboarding
• Initiate the Agent ID request through the Canvas portal and coordinate with NPCI for Approval
• Maintain Agent and Biller tracker to live biller and agent within TAT
• Maintain Agent and Biller Master
• Pull out the data from the system with the help of the IT team to create monthly RBI BBPS Reporting MIS
• Preparing Monthly MIS of Billdesk and other 33 OUs for RBI Reporting
• Successfully led the RBI reporting process, ensuring accurate and timely submission of reports and maintaining a 100% compliance record.
• Data analysis for revenue and business reporting as per higher management requirement
• Analyze financial data and generate reports for senior management of all BBPS and Non-BBPS agents and billers.
• Develop and implement new reporting processes and procedures to improve efficiency and accuracy
• Escalate to the Senior Management any potentially difficult situations which may impact the monthly reports
• Prepare and present data for SAT ( Self Assessment Template) on a quarterly, yearly basis.
• Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
• Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.

Branch Operation Management -handled Verification, Registration, Administration, and customer Queries

• Giving training to New Executive and Maintaining verification TAT
• Coordinated with Banks and maintained good relationship with Banks.
• Issues Handling of Bank Reconciliation of ECS debit/ credit files.
• Fund Transfer, PO MIS tracking/ PO deposition monitoring
• Daily Reporting of all Executives and tracking daily Executive Payout -Coordinated with Biller for Online Bill Payment and registration, Validation, and submission.
• Handled Mandate ECS/NACH registration and registered it within TAT.
• Responsible for handling ECS Verification / Registration / EMNR queries.

• Verification, Registration, Administration and customer Queries
• Create the Off role Employee Payout