Vishal Thakur

• Leading a team of over 180 associates and 12 supervisors, ensuring efficient Dispute resolution.
• Managing end-to-end dispute processes, including pre-arbitration and arbitration stages.
• Delivered timely process updates for VISA, MasterCard, and Star networks.
• Managing client escalations promptly to uphold satisfaction and trust.

• Led and managed Outsource Vendor Teams to achieve defined business objectives.
• Directed RPA initiatives to enhance critical processes and monitor BOT performance.
• Planned, assigned, and directed team workload while recognizing and rewarding employee contributions.
• Executed strategic plans to prevent, mitigate, and eliminate operational risks.
• Delivered exceptional customer service through timely responses to all client inquiries.
• Published daily and monthly MIS reports for leadership review.
• Coached team members, facilitated problem-solving, and fostered a positive work environment.
• Recruited new employees as needed to strengthen team capabilities.

• Facilitated transition team for comprehensive dispute processes in banking sector.
• Collaborated with various banks and credit unions nationwide to boost operational efficiency.
• Utilized Clari5, Salesforce, JHA, Risknet, and SQN tools to streamline workflows.
• Established tool guidelines based on emerging fraud trends to reduce risks.
• Monitored transactions for compliance with rules; modified rules as required.
• Delivered weekly and monthly performance reports to clients and internal stakeholders.

Multiple Domain Experience:

Executed chargeback investigation processes through development of standard operating procedures and process flow charts for multiple queues.

Ensured compliance with client SLAs, including CPH, quality scores, and regulatory standards.

• Facilitated calibration sessions with onshore teams to maintain consistent quality delivery.
• Minimized bank losses while prioritizing customer satisfaction in chargeback and dispute processes.
• Reviewed high-value checks and profiled customers to identify fraudulent transactions.
• Communicated identified fraud trends to enhance bank awareness and prevention strategies.
• Validated checks by contacting payer banks and analyzed financial statements for accurate decision-making.
• Monitored live debit card transactions using FALCON tool, conducting thorough investigations on accounts.