Bhawna Bhasin

Led a high-performing fraud servicing and operations program overseeing fraud prevention, Account Takeover (ATO) mitigation, identity theft resolution, and regulatory compliance across voice, chat, and email channels. Managed end-to-end fraud investigations while driving business analysis, process improvements, and cross-functional collaboration. Partnered with Risk, Compliance, QA, IT, and Operations to implement fraud controls, automation, and data-driven enhancements that improved customer satisfaction, SLA adherence, and reduced operational risk. Responsibilities: • Led fraud servicing teams across voice, chat, and email channels, ensuring service quality, customer empathy, SLA compliance, and regulatory adherence. • Oversaw complex investigations including ATO, identity theft, phishing, transaction fraud, and internal fraud, ensuring timely resolution and risk mitigation. • Monitored KPIs such as AHT, adherence, quality, productivity, and first contact resolution to drive continuous performance improvement. • Collaborated with Risk, QA, Compliance, Operations, and IT to close process gaps and strengthen fraud prevention controls. • Conducted requirements gathering, root cause analysis, workflow documentation, and process redesign to enhance fraud detection and efficiency. • Supported automation initiatives using fraud monitoring tools, dashboards, and reporting platforms to reduce manual effort and fraud exposure. • Managed vendor and BPO performance, including queue oversight, coaching, trend reporting, and refresher training to maintain SLA and quality standards. • Ensured compliance with KYC and AML requirements, supporting audits and regulatory reporting. • Developed dashboards and reports to track fraud trends, KPIs, SLA performance, and productivity, enabling data-driven decisions. • Delivered training and coaching to improve fraud detection skills, compliance awareness, and team performance.

Managed fraud operations, banking services, and customer support teams while driving business analysis, process optimization, and regulatory compliance initiatives. Partnered with Risk, Compliance, QA, IT, and Operations to implement fraud mitigation strategies, streamline workflows, and deliver automation solutions. Leveraged data analytics, KPIs, and fraud tools to enhance efficiency, regulatory adherence, and team performance. Key Responsibilities & Achievements: • Led 15–20 frontline fraud and banking agents, improving team efficiency by 15% through KPI governance, SLA management, and structured coaching. • Conducted requirements gathering, workflow analysis, and process redesign to improve service efficiency, accuracy, and customer experience. • Oversaw Account Takeover (ATO), identity theft, and transaction fraud investigations; implemented preventive controls and escalation protocols to reduce financial risk. • Ensured compliance with FDIC disclosures, US Patriot Act, KYC/True Name Party verification, and AML regulations, maintaining audit readiness. • Designed a bi-weekly payroll audit process achieving 98% accuracy and strengthening financial reporting controls. • Served as SME for Amazon Connect, Verint, and Appian, supporting remote operations and workflow automation. • Monitored AHT, quality, adherence, productivity, and FCR; implemented performance improvement plans to elevate results. • Managed high-risk fraud escalations, risk assessments, and fraud monitoring to minimize losses. • Collaborated cross-functionally to identify gaps, streamline processes, and drive continuous improvement. • Utilized LexisNexis and analytics tools for customer due diligence, verification, and fraud prevention. • Developed SOPs, escalation matrices, and documentation to standardize operations. • Delivered training and mentorship programs, promoting team members into advanced roles.

Directed end-to-end banking operations and remittance services, including NEFT, RTGS, demand drafts, pay orders, deposits, loan payments, and cash verification, achieving 98–99% transaction accuracy and maintaining strong operational controls. • Oversaw cash management and statutory compliance, including vault operations, money orders, cashier cheques, service tax, and TDS submissions, delivering a 97% error-free process and 100% regulatory compliance. • Drove CustomerService excellence, auditreadiness, and MIS governance by managing account openings, investment and savings products, exception resolution, and cheque-clearing MIS, achieving 96% customerSatisfaction and 99% audit accuracy.

Reviewed and validated inbound applications for accuracy, completeness, and regulatory compliance, achieving 98% processing accuracy and ensuring adherence to company and business standards. • Produced and maintained Management Information System (MIS) reports for leadership, enabling data-driven decision-making with 95% reporting accuracy. • Supported branch credit operations and back-office workflows through cross-functional collaboration, improving operational efficiency and documentation processing.

Owned regional database administration and insurance operations for the UP-West area, ensuring data accuracy, operational continuity, and regulatory compliance. • Executed end-to-end issuance of Motor, Health, and Commercial insurance policies, including cover notes, while managing documentation, quality control (QC), and coordination with regional operations. • Led policy endorsement and customer resolution workflows, addressing ownership transfers, registration and ECN discrepancies, and customerinquiriesto ensure accurate processing and service excellence.

• Owned financial operations, cash controls, and reporting, ensuring compliance with accounting standards, minimizing discrepancies, and delivering accurate, transparent financial outcomes. • Led sales and operations teams and dealer networks, driving productivity, process optimization, and stakeholder alignment to support scalable business growth and operational excellence.

Building upon my foundation in commerce, I chose to specialize further in the domain of insurance by enrolling in the PGDIM program at Symbiosis Pune. This esteemed institution is renowned for its commitment to academic excellence and practical application of knowledge. The PGDIM program offered a blend of theoretical insights and hands-on experience in insurance management, preparing me for a dynamic and evolving industry.

My academic journey commenced with a Bachelors of Commerce degree from HNB Garhwal University. This program provided me with a comprehensive understanding of various facets of commerce, including accounting, finance, business management, and economics. The curriculum not only equipped me with theoretical knowledge but also fostered critical thinking and analytical skills essential for navigating the complex business landscape.