Kanika Chopra

· Investigated suspicious transactions and identified fraudulent activity, minimizing financial loss and maintaining account integrity.

· Collaborated with internal fraud teams and law enforcement when necessary to escalate and resolve complex cases.

· Maintained detailed documentation of all case activity while adhering to compliance, privacy and regulatory guidelines.

· Analyzed transaction patterns and red flags to proactively detect debit/credit, account takeover, and identity fraud.

· Utilized FICO falcon fraud detection system to monitor real-time transaction alerts and identify potentially fraudulent activity.

· Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards.

· Engaged with customers to address inquiries and provide tailored financial solutions.

· Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers' accounts.

· Monitor Debit & Credit fraud alerts daily and take necessary action to protect customers.

· Review all alerts from External sources, including CARDINAL VISA.

· PROFESSIONAL RISK MANAGER, etc. and ensure that appropriate actions are taken to mitigate fraud.

· Provide support to the operational and business units of the organization on fraud related matters.

· Responsible for filing credit & debit card fraud claims, issuing new card & enacting extra fraud security on customers account

· Reviewed and analyzed customer accounts for fraud risk and suspicious activities.

· Identified trends in fraudulent activities by analyzing data from multiple sources.

· Educate customers in realizing the full benefit of the client's products and services and look for opportunities to improve our business and elevate customer experiences.

· Promote and sell the features, advantages, and benefits of client products and services to our customers.

· Provide assistance in Troubleshooting, update their banking information, Tokenize their payment method.

· Thoroughly document customer interactions and escalate potential service issues.

· Identify opportunities to improve customer service levels.

· Answering customer inquiries relating to sales / service issues such as: problems or complaints related to their orders, price negotiations or refunds.

· Ability to perform multitask to communicate with multiple customers at one time

· Updated and maintained database with accurate customer information and timely data entry.

· Assisting Restaurants in setting up their accounts, updating their hours of operation.

· Answering Restaurants and customer inquiries relating to their orders and refunds, responding to their emails.

· Ability to communicate between all departments involved in each delivery.

· Helping all Stakeholders to get true skip experience.

· Providing live support to customers, couriers and restaurants

· Extensive knowledge of company's software (ZENDESK, TALKDESK, Procurify)

· Organize and maintain record of sales.

· Assist office operations.

· Review and verification of shipment documentation.

· Assist with developing and preparing complex databases and reports.

· Utilized inventory management systems to maximize stock control and minimize waste.

· Conducted regular reviews of current processes and identified potential improvements or changes.

· Implemented procedures for tracking orders from point of origin to final destination.

· Assisted in the creation of supply chain strategies to increase efficiency and reduce costs.