Puneet Sidhu
Toronto,ON
Summary
Proactive Payment, Trust and Safety Analyst with extensive experience in detecting and investigating fraudulent activities by analyzing transactional data. Expert in fraud prevention strategies, regulatory compliance, and client relationship management. Skilled in SAP-CRM, Salesforce, and data analysis, bringing a strong focus on mitigating financial risks and enhancing customer trust.
Overview
5
5
years of professional experience
Work History
Payment, Trust and Safety Analyst
VGW Holdings
07.2023 - Current
- Detecting fraudulent activities by conducting thorough investigations and analyzing transactional data.
- Detect, investigate and report unusual account activity and transactional patterns of players to mitigate any potential financial, reputational or legal risks.
- Essential member of the internal QA disputes team within the PTS group; provided feedback to team members on quality standards and assessed the validity of markdowns made by QA analysts.
- Integral member of the internal Escalations team within the PTS team; Ensured seamless communication between departments regarding safety issues, fostering a unified approach to risk management across the organization.
- Engage with projects to provide recommendations, and assist with providing feedback with changes in procedures and processes
- Using in-depth knowledge of fraud patterns and trends to accurately determine risk profiles of players
- Conducted regular safety audits to identify potential hazards and ensure compliance with industry regulations.
- Examine fraud trends and implement detection strategies that balance fraud risk with customer experience
- Work autonomously and under challenging deadlines.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Identified emerging fraud trends by conducting regular market research and staying updated on industry best practices.
- Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
- Enhanced accuracy of fraud prediction models by incorporating real-time transaction monitoring.
- Increased customer trust and confidence by effectively communicating fraud investigation outcomes.
- Contributed to design of user-friendly fraud reporting tool, improving efficiency of fraud case management.
Financial Advisor
National Bank of Canada
09.2021 - 07.2023
- Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Established new client relationships by conducting thorough needs assessments during initial consultations.
- Conducted in-depth needs assessments to develop personalized financial plans that align with clients' goals and risk tolerance.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently, contributing to a 95% satisfaction rating.
- Cultivated and maintained strong relationships with a diverse client base, resulting in a 20% increase in client retention over two years.
- As the Senior Advisor, conducted audits of all bank branch lines of credit, mortgages, and account documentation to ensure that new advisors adhered to procedures and that files were compliant with regulations.
- Advance knowledge and experience with SAP-CRM and Salesforce
- Collaborated with new financial advisors to streamline client onboarding processes, improving efficiency and client experience.
- Conducted thorough reviews of financial documents to ensure accuracy and legitimacy, identifying discrepancies and preventing potential fraud.
- Created presentations and reports for management to assist in key financial planning and decision-making that impacted clients.
- Skilled to maintain relationships and contact with clients to quickly identify changes in their financial status and investments.
- Upholding the company’s values, mission, and code of conduct with the utmost integrity.
- Transitioning clients to core clients daily by delivering exceptional value and care.
Banking Officer
Royal Bank of Canada
05.2020 - 05.2021
- Call center representative that responds to customer inquiries and complaints in a timely and professional manner
- Maintained strict adherence to regulatory guidelines, minimizing compliance risks for the bank.
- Assisted clients with various banking needs including account openings, loan applications, and financial planning advice.
- Resolved complex customer issues efficiently, ensuring a positive experience for all parties involved.
- Analyzed customer profiles to identify appropriate products and provide value-added approaches to client issues.
- Resolve customer issues and provide solutions to customer inquiries
- Advanced training on time management and customer service
- Trained to scan customers’ profiles within 15 seconds and provide adequate financial advice and suggestions.
- Process customer transactions such as deposits, withdrawals, transfers, and loan payments
- Provide customer service support for online banking and mobile banking
- Assist customers with account maintenance and account opening
- Provide information on bank products and services
- Monitor customer accounts for suspicious activity
- Maintain customer records and update customer information
- Generate reports on customer service metrics
- Identify and escalate customer service issues
- Participate in training and development activities to stay up to date on banking regulations and procedures
Education
Bachelor of Arts - Business Administration And Management
York University
Toronto, ON05-2021
Associate of Arts - Business Marketing
Seneca College of Applied Arts And Technology
North York, On05-2019
Skills
- Integrity Maintenance
- Cybersecurity knowledge
- Anti-Money Laundering
- AML Compliance
- Data Analysis
- Fraud prevention
- Trained in SAP/CRM, Databricks and ThreatMetrix
- Proficient in Microsoft Excel
- Data Interpretation
- Financial Data Analysis
- Investment advice
- Decision-Making
- Effective Communication
- Teamwork and Collaboration
- Client Relations
- Financial Forecasting
- Microsoft Excel
Languages
English
Native or Bilingual
Accomplishments
- Collaborated with team of 14 in the development of Fraud Groups detection model.
- Supervised team of 14 staff members.
Timeline
Payment, Trust and Safety Analyst
VGW Holdings
07.2023 - Current
Financial Advisor
National Bank of Canada
09.2021 - 07.2023
Banking Officer
Royal Bank of Canada
05.2020 - 05.2021
Bachelor of Arts - Business Administration And Management
York University
Associate of Arts - Business Marketing
Seneca College of Applied Arts And Technology
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