Shradha Gore

-Led and mentored a team of 12 Fraud Risk Associates, driving decision quality and performance. -Manage daily queues and workload allocation, maintaining ~95% accuracy in risk assessments. -Manage an offsite vendor team, training analysts and improving processes. -Partner with Data, Credit, and Engineering teams to strengthen fraud prevention and resolve complex cases. -Review 200+ high-risk transactions weekly, improving early fraud detection by 15%. -Implemented dynamic threshold workflows with strategy teams. -Built a Jira + Slack support hub to streamline investigator help and knowledge sharing. -Developed training modules, SOPs, QA frameworks, and documentation at scale. -Investigate ATO and card testing fraud; conducted internal audits. -Use Salesforce Service Cloud and JIRA for case tracking and reporting.

-Entrusted with the responsibility of placing detection mechanisms to eliminate fraudulent transactions post-identification of fraudulent activities on digital cards as well as physical cards. -Identifying and developing process enhancement to maximize the efficiency of fraud detection activities. -Resolve customer queries by raising chargeback with the issuer banks, and proceed with pre-arbitration if required. -Communicating with merchants, banks and customers to resolve issues or if any necessary information is required. -Categorizing close risky relations and placing restrictions on such fraud accounts. -Proficient in using PEGA, Appain and Lexis Nexis Key Contributions: -Establishing SOPs for the intake agent who answers calls and understands complaints relating to fraud transactions such that the agents were able to clearly understand customer issues. -Successfully implemented a new SOP by identifying a loophole in the process and partnering with the Business Teams -Identified fraud patterns and made SOPs for outsourcing clients. -Played a key role as part of the newly launched cards business in Consumer Wealth Management by Marcus. -Cross trained on various card fraud divisions.

-Effectively handled executive escalations in IN market and executed calibration calls with Business Teams -Spearheaded QA Huddles and contributed as part of a pilot project (inspection team) and was the SME for the same -Resolved customer concerns and investigate suspicious activity within scheduled timelines. -Developed a streamlined reporting system that increased incident reporting by 60%, enabling faster response times and more effective interventions. -Led calibration calls with cross functional teams to align with business objectives which lead to 25% error rate reduction in all over AMEA team. -Identified high-risk relationships and enforced fraud restrictions models which led to a 10% early detection in fraudulent activities across the business. -Utilized tools like Seller Central, PEGA, Appian, and Lexis Nexis for investigations.