Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Krunal Patel

Pickering,ON

Summary

Dynamic Fraud and Dispute Officer at RBC with a proven track record in fraud prevention and chargeback processing. Expert in enhancing customer relations, I successfully reduced processing time by 50% through innovative solutions. Committed to delivering exceptional service while mitigating operational risk and driving organizational success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Fraud / Dispute Officer

RBC
North York, Canada
07.2024 - Current
  • Managed a portfolio of fraud cases, ensuring timely investigation and resolution in accordance with company policies
  • Processed chargeback requests from merchant banks according to established procedures
  • Maintained accurate records of all dispute activity on customer accounts
  • Prepared documentation for arbitration cases related to fraud or other disputed items
  • Monitored account activity for suspicious behavior that may indicate potential fraud or identity theft
  • Deescalate situation and attempt to resolve the issue with client at first point of contact
  • Made recommendations for closing accounts and performed associated follow-up
  • Prepared and presented comprehensive fraud analysis reports to senior management, enabling informed decision-making
  • Utilized advanced analytics tools to monitor transactions in real-time, reducing the incidence of fraud
  • Investigated and resolved customer complaints related to fraudulent activity
  • Responded promptly to inquiries from customers regarding their accounts and took appropriate action when required
  • Provided expert advice on fraud-related issues to internal stakeholders, enhancing the organization's fraud prevention efforts
  • Responded promptly to emails, faxes and phone calls regarding disputes

Fraud Analyst

RBC
Toronto, Canada
02.2024 - 08.2024
  • Support RBC's Client First strategy, provide quality service and risk mitigation strategy through analysis and investigation of potential fraud transactions via various channels
  • Maintain a pro-active approach, mitigating fraudulent activity at source and where loss has occurred clearly focus on swift recovery of funds where possible
  • Ensure operational risk/loss is mitigated and negative client impact is kept to a minimum
  • Be accountable for quality and accuracy of day to day job responsibilities, tasks and activities
  • Ensure a balanced focus on enhanced client experience, efficiency and effectiveness and operational risk
  • Provide consistent service within established benchmarks, contributing to achievement of business Service Level Agreements (SLA's)

Customer Contact Representative

LendCare
Pickering, Canada
08.2023 - 02.2024
  • Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships
  • Performed outbound calling campaigns to promote new products or services
  • Adhered strictly to company policies and procedures when dealing with customers
  • Answered a constant flow of customer calls with minimal wait times and made more than 120 outbound calls a day with following company guidelines
  • Actively listened to customer, handled concerns quickly, and escalated major issues to the supervisor
  • Offers loan solutions in the best interest of clients' needs
  • Increased customer traffic count by 78% and retail sales by 150%
  • Exceeded established service goals by 150% while leveraging customer service, sales and employee management best practices

Customer Solution Advisor

Scotiabank
Toronto, Canada
09.2022 - 05.2023
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions
  • Processed transactions accurately and efficiently, ensuring that all transactions were completed within the established time frame
  • Utilized problem-solving skills to identify customer issues and develop creative solutions to meet customer needs
  • Developed and maintained relationships with clients, resulting in an increase in repeat business by 100%
  • Analyzed customer data to identify trends and opportunities for growth and improvement
  • Created a customer service survey that identified areas of improvement and led to a 100% increase in customer satisfaction ratings
  • Exceeded monthly sales target by 110% through effective lead generation and cold calling

Manager

Circle K
Toronto, Canada
10.2017 - 09.2022
  • Led team of 14+ members and maintain store
  • Identified and recruited top talent, resulting in a highly motivated and productive team
  • Developed and implemented a comprehensive business development strategy that increased sales by 35%
  • Collaborated with marketing and business development teams to identify and pursue new sales opportunities
  • Led the development and execution of a comprehensive category plan that achieved the company's sales, profit, and inventory objectives
  • Developed and implemented a customer-oriented strategy that increased customer satisfaction by 100%
  • Established and enforced processes and procedures that improved operational efficiency by 100%

Processing Clerk

CIBC
Toronto, Canada
11.2017 - 11.2018
  • Developed an ETL pipeline to streamline data ingestion and processing for analysis, resulting in a 50% reduction in processing time
  • Developed and implemented procedures for accounts payable and accounts receivable to improve accuracy and reduce processing time
  • Operated money-handling equipment and processed financial transactions accurately and securely
  • Followed company policies and procedures to maintain the security and integrity of customer data
  • Entered data into the company's system accurately and efficiently, ensuring timely and accurate reporting

Education

Postgraduate Degree - Accounting

Seneca College of Applied Arts and Technology
04.2020

Bachelor of Commerce - BCom - Accounting

Gujarat University
03.2015

Skills

  • Management
  • Fraud prevention
  • Chargeback processing
  • Customer service
  • Effective communication
  • Problem solving
  • Customer relations
  • Team building

Websites

Certification

  • Communicating with Confidence
  • Strategic Thinking
  • Learning Python
  • Excel Essential Training (Microsoft 365) (2018)

Timeline

Fraud / Dispute Officer

RBC
07.2024 - Current

Fraud Analyst

RBC
02.2024 - 08.2024

Customer Contact Representative

LendCare
08.2023 - 02.2024

Customer Solution Advisor

Scotiabank
09.2022 - 05.2023

Processing Clerk

CIBC
11.2017 - 11.2018

Manager

Circle K
10.2017 - 09.2022

Postgraduate Degree - Accounting

Seneca College of Applied Arts and Technology

Bachelor of Commerce - BCom - Accounting

Gujarat University

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Krunal Patel