Steve Devakumaran Email & Phone Number

Experienced Banker with a demonstrated history of working in the financial services industry. Skilled in Customer Service, Banking, Strategic Planning, Marketing Strategy, and Digital Marketing.Chargeback and Disputes:• Ensuring disputes and chargeback operations are meeting key performance indicators as wells as business objectives.• Attending all related tasks according to the chargeback cycle through card system and card scheme dispute platform.• Monitor, evaluate, investigate, and respond to disputes received by various mediums (Clients & banks).• Efficiently research and present evidence to validate transactions.• Maintain strict adherence to domestic and international chargeback rules and regulations.• Provide a high standard of professional / caring / friendly service while maintaining or exceeding the established standards for chargeback.Fraud Risk monitoring:• Monitor real time queues and observe customer transactions to identify fraudulent activity such as account take over, friendly fraud and other similar risks.• Responsible for rejecting the majority of fraud orders on a daily basis and escalate complex or unusual cases to the team leader.• Detects and investigates patterns of suspicious customer behavior and fraud trends.• Investigate cases based on transaction patterns and trend analysis.• Research and conduct a deep dive investigation regarding false positive cases and send a report together with recommendation to the management.• Report fraud trends and cluster characteristics to management in a clear and concise manner.• Perform other tasks and instructions assigned by the head of Anti-fraud management or senior management.Operational Activities:• Processing customer payments to credit cards on timely manner.• Perform transaction receipt debit and credit adjustment related to cardholder and other upon approval.• Work collaboratively with teammates to solve customer issues as quickly and as efficiently as possible.• Train the customer service team / support/ Operations team for new product program launches.• Peer – to – peer liaison with other departments to ensure timely resolution of issues and continual service improvement in process and procedure.• Attending to other tasks assigned by Unit manager from time to time.