*Responsible for Processing PAN INDIA customer refund (online and offline) for the Cancelled/Returned/fake order.*Ensure to close the cases within 24-48hrs.*Excellent individual problem-solving and analytical skills are used to authenticate customers and complex transactions*Hands on experience on JUSPAY Dashboard for refunds and other payments issues.*Experience in handling multiple payment gateway dashboard (Razorpay, Paytm, Phonepe, Instamojo and JUSPAY) for processing refund and also prevent false debits.*Handle multiple online payment and refund related issues and provided timely resolution to customers.*Work on all management and customer support refund and payment related escalations.*Interact with internal and external teams to resolve the cx issue at the earliest.*Handle dispute/chargeback raised by payment gateways.*Work on unauthorized prepaid transaction.*Work on all cashback and wallet related issues.*Closely work on customer escalations.*Work on Order Adjustment. *Create coupons for B2B and customer orders.*Work with DM in closing the adjustment cases.*Work on customer wallet issue related to refund and adjustment.*Train new hires.*Work on weekends as per business requirement.

*Performed early detection, prevention and minimization of losses through review of suspect transaction as generated by transaction monitoring systems.*Complete research, analysis on online transactions to identify fraud patterns and modify rule sets to fraud engine with the help of relevant stakeholders.*Understanding customers’ fraud behaviours and successfully handled projects around it.*These projects were implemented with standard operating procedures which helped in cutting down company’s financial risk.*Researching and evaluating facts surrounding buyer, seller & reseller transactions.*Day-day analysis on re-seller behaviour and trends/patterns to restrict/eliminate resellerorders.*Provide re-seller analysis report to relevant stake holders to update fraud engine rules toeliminate reseller orders on real time.*Provided additional analyses where needed to determine the inefficiencies within thedepartment and implemented the fixes to these problems.*Identifying internal & external customer frauds and providing details investigation results to fraud prevention for the recovery of losses in legal ways.*Maintained conflict free environment and healthy relationship with team members.*Handled seller fraud claims, Fraud seller, fake review and ratings, seller collusions.*Determined existing fraud trends and assisted in prevention of future trends.*Trained new staffs on the reseller process.*On-job training, mentoring and supervising newly hired fraud analysts.*Responsible for overseeing day-day operations of the team, allocating the workload evenly amongst the staff and making sure motivation and performance level are maintained.*Managing and monitoring staff attendance*Managed Team of 18 members*Take care of the work assigning on daily basis*Mentoring investigations performed by an analyst and provide weekly quality scores and feedback.*Ensuring prompt and accurate information on individual team member performance.

*Process customer refund for the cancelled/declined/fake order*Handle multiple payment gateway dashboard for processing refund*Handled multiple online payment related issues and provided timely resolution to customers.*Investigating and eliminating fraud transactions triggered by payment gateways reviewed.*Contact to customer in case of any documentation required for further investigation on prepaid transactions.*Worked on unauthorized prepaid transaction.*Assisting claimants to reverse the fraud transactions or filing complaint against these transactions with bank/law enforcement team.*Timely follow-up with accounts team and payment gateway to prevent false debits.*Good rapport with internal and external stakeholders.*Conflict free and healthy relationship with team members.*Was single point of escalation in the entire firm which included Refund issues, cashbacks, payments technical issues, discounts etc.

*Responsible for processing orders in SAP SD and work flow tool (OFCP).*Creating credit and Rebills*To ensure timely & accurate reporting on daily volumes, rejections, exceptions & quality checks.*Interaction with internal and external stakeholders.*Always ensured that the KPI’s are met and able to do root cause analysis.*Handling customer escalations.*Extract FOM Report, NOA3 Report and CONS Report*Worked on one option added*Good interdepartmental relationship with suppliers, sales and credit and collections team.*Updating the team with new process changes and tools.*Handling customer escalations.*Worked on changes and cancellation request from customer.*Prepare invoice as per customer request.