Gaurav Nagpal

I am currently leading end to end Client services for commercial cards and manage end to end implementation of critical commercial card products (Central Travel Account and Purchase Card) for large and middle market clients.

Purchase Dispute and Merchant Chargeback Significant Deliverables Handling a team of 8 Risk Operations Analyst. Responsible to analyze transactions for root cause analysis, identify trends and recommend process improvements in the current process Ensuring Merchant Charge Backs are processed accurately & in a timely manner for Overspend Risk Process. Ensuring accurate reconciliation is performed on all Purchase Dispute cases. Introduced quality checks in the process and ensure 100% review of high values disputes to minimize losses and errors. Introduced robust MIS for the front line teams and ensure appropriate feedback is shared with them to avoid business losses due to incorrect approvals. Responsible for day to day functioning / administrative work including production floor management. Responsible for delivery of all customer and shareholder dashboard metrices as per goals. Leading and maintaining employee satisfaction and morale by providing effective leadership, performance management, timely coaching & feedback, helping them acquire new talent, knowledge & skills and through the available reward and recognition tools. Ensuring all consumer risk tasks such as Market Repurchase request, CFT recovered keying, Altered cheque keying are completed by team members within the departmental TAT

Customer Service and Refund Analysis Significant Deliverables Handled a team of 10 team members (including 2 overseas team members) and managed US, NA and EMEA markets. Liaise with Risk Management to set Refund related Risk Rules and Policies. Getting cases decisioned which are opened by the customer after Investigation and analyze to pay them on the loss of Travelers Cheque purchased by them. Ensuring all customer service tasks such as Redemption Claims, Due Diligence, Abandoned Property, Opt Out are completed by the team members within the departmental TAT. 100% review of all refund related bank transfers and manual voucher checks to ensure no overpayment / underpayment is made to the customers. Ensuring all consumer risk tasks such as Market Repurchase request, CFT recovered keying, Altered cheque keying are completed by team members within the departmental TAT. Liaising with Risk Management, Security, Global Paid Exceptions and customer relations to process all consumer risk tasks. Quality review of the tasks completed by the team on a monthly basis and giving regular feedback to the them to ensure high performance and a motivated team. Preparing monthly reports of key indicators (Closed claims, Redemptions, MRR’s, BOL) and submit to the manager for review and approval.

Significant Deliverables Managing the credit/fraud / Collection losses of GCG clients like HP, IBM, Philips, DuPont, Essar, Accenture etc Evaluate merchant charge backs, Use Strong analytical skills to increase billings and prevent losses on portfolio, Review Company Financials and decision key risk parameters for corporate clients, Evaluate and Action CFM cases - a major growth area for the company. Allocate work list of critical accounts, to maintain the balance between customer service and risk management. Handling the important CBR process, wherein all major accounts with credit balances are reviewed, actioned and reported to the Compliance manager. Analyzing the average spent on Bangladeshi and Srilankan Corporate cards and then assigning limits on these cards. Handling the pre – authorization review of personal and corporate cards. Designed and Solely responsible for process of Bank Guarantee, to ensure the minimum credit and fraud losses. Established the inbound service to cater the requirements of client managers and other vendor partners

Authorizations And Fraud Control Unit For India and Area Countries Significant Deliverables Investigating all disputed and fraudulent activities on credit cards with the help of merchants and security team. Analyzing the kind of charges taken on the credit cards like big cash and jewelry charges etc. Playing a key role in effectively conducting Fraud and Financial analysis of Card Accounts in order to make recommendations to Credit & Collections Teams by extending financial support or temporary suspension Integral part in monitoring and controlling spend on cards to allow maximum spend with minimum loss Demonstrating abilities in managing the data verification activities with a view to obtain accurate information to assess the creditworthiness of the clients Handling the pre – authorization review of personal and corporate cards. Instrumental in temporarily supporting cards for initial spend with a specific amount to avoid Point of Sale disruption, with minimum losses. Auditor for Emergency card replacement service provided from India to the International Traveling Card Members in India and Area countries Investigate Travelers Cheque process to ensure no fraudulent encashment, Designed and solely responsible for Maintaining the BCP plan for Authorization and Fraud Control dept for India and Area countries and executing when it is required. Maintaining MIS related to the data of calls received for unit from various sources on an Hourly basis. Worked as an acting team leader in the absence of the Managers / Senior Managers

•Handling a team of 8 Risk Operations Analyst. •Responsible to analyze transactions for root cause analysis, identify trends and recommend process improvements in the current process •Ensuring Merchant Charge Backs are processed accurately & in a timely manner for Overspend Risk Process. •Ensuring accurate reconciliation is performed on all Purchase Dispute cases. •Introduced quality checks in the process and ensure 100% review of high values disputes to minimize losses and errors. •Introduced robust MIS for the front line teams and ensure appropriate feedback is shared with them to avoid business losses due to incorrect approvals. •Responsible for day to day functioning / administrative work including production floor management. •Responsible for delivery of all customer and shareholder dashboard metrices as per goals. •Leading and maintaining employee satisfaction and morale by providing effective leadership, performance management, timely coaching & feedback, helping them acquire new talent, knowledge & skills and through the available reward and recognition tools. •Ensuring all consumer risk tasks such as Market Repurchase request, CFT recovered keying, Altered cheque keying are completed by team members within the departmental TAT.

Credit Administration Risk Management and collections Relationship Management

Significant Deliverables Worked as a; . Handled team stats for team performance and used to prepare job oriented presentations for the floor. Mentored new joinees and helped them to understand different processes. Conducted on job training for new recruits for a quarter from may-06 to jul-06

Bachelors degree in Computer Application