Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Sejal Gorasiya

Kitchener,CA

Summary

Detail-oriented and results-driven banking professional with hands-on experience in fraud detection, chargeback investigations, AML/KYC compliance, and customer relationship management. Proven success in managing end-to-end debit card dispute processes, conducting transaction reviews, issuing chargebacks and shadow credits, and communicating resolutions in line with Visa and MasterCard regulations. Adept at using banking systems including EPIC, BOSS FAST, Synergy, and Visa/MasterCard platforms to resolve financial fraud cases. Strong background in front-line banking through customer engagement, referral generation, and risk mitigation. Recognized for exceeding sales targets, delivering high customer satisfaction scores, and providing SME-level support and training to peers.

Overview

4
4
years of professional experience
2
2
Certifications
3
3
Languages

Work History

Customer Experience Associate

TD Bank
11.2023 - Current
  • Handled financial transactions precisely, following procedures, regulations, and TD's Code of Conduct. Listened to and addressed customer needs discreetly, offering personalized solutions.
  • Utilized advanced problem-solving skills in order to troubleshoot and resolve technical-related customer inquiries.
  • Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
  • Continuously updated skill by participating in professional trainings, and courses including KYC/KYT and AML Risk instructed by management and contributed acquired knowledge to the development of the bank.
  • Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
  • Suggested operational improvements to enhance quality, improve production times and reduce costs.
  • Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service.
  • Conducted Know Your Customer (KYC) procedures including ID verification, transaction reviews, and escalations of suspicious activity to ensure regulatory compliance.
  • Supported customers affected by fraud and scams by issuing new debit and credit cards, securing accounts, and educating clients on TD’s fraud prevention and reporting policies.

Senior Officer - Fraud Analyst

Bank of America
01.2022 - 08.2023
  • Conducted detailed reviews of flagged debit card transactions, ensuring compliance with MasterCard and Visa association guidelines.
  • Navigated multiple applications, including Synergy, Visa Association, MasterCard Association, EPIC (Enterprise Platform Intake case), Boss Fast, and EPIC Pilot Letter, to retrieve and verify transaction data.
  • Reviewed customer profiles, transactions, banking history, and cheque images to detect fraudulent activities and minimize financial losses.
  • Investigated fraud claims and chargebacks end-to-end, including issuing shadow credits, initiating merchant communication, and sending final correspondence to clients on dispute resolution outcomes.
  • Applied strong decision-making skills to assess risks and protect the client account privacy of Bank of America and its clients.
  • Generated reports for AML cases by gathering data and recording evidence from internal systems
  • Cross-trained throughout my tenure in various sub-processes including processing chargebacks and arbitration enabling me to work and investigate in an end-to-end fraud resolution cycle.
  • Demonstrated adaptability and resiliency in a fast-paced environment, consistently meeting SLA’s performance targets and deadlines.
  • Decoded merchant category codes (MCCs) and transaction descriptors to identify fraud patterns and evaluate the legitimacy of disputed charges.
  • Provided SME (Subject Matter Expert) support on Visa chargebacks, assisted in cross-training new hires, and ensured adherence to operational best practices.

Loan Specialist - Team Member

Bank of America
04.2021 - 12.2021
  • Collaborated with underwriters to ensure accurate evaluation of creditworthiness and risk assessment.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Explained very technical financial information to applicants in easy to understand language.
  • Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
  • Resolved complex issues related to existing loans, effectively retaining clients while addressing concerns promptly.
  • Effectively managed time and resources to maintain a high level of productivity while ensuring attention to detail in every aspect of the loan process.
  • Proactively identified potential delinquent accounts, implementing early intervention strategies to mitigate risk exposure for the company.
  • Reduced turnaround time for loan approvals by efficiently managing workload and prioritizing tasks.
  • Educated clients on various lending products available, ensuring they made informed decisions about borrowing options.

Education

Post-Graduate Certificate - Business Analytics

Conestoga College
Kitchener, Canada
05.2001 -

Post-Graduate Certificate - Business Administration And Management

Conestoga College Institute of Technology And Advanced Learning
Kitchener, None
05.2001 -

Bachelor's Of Commerce - Accounting And Finance - Accounting And Finance

University of Mumbai
India
05.2001 -

Skills

Data analysis

Accomplishments

1. Quarterly Spotlight Program Winner – TD Bank
Awarded for Q1 and Q2, FY2024 in recognition of outstanding performance in customer service excellence, sales referrals, and target achievement.


2. Legends Program Winner – TD Bank
Recognized in Q1 FY2024 for surpassing sales targets and demonstrating full adherence to risk, compliance, and operational protocols.


3. Subject Matter Expert Recognition – Bank of America
Provided SME-level support on Visa chargebacks and led cross-training initiatives for new hires, improving team accuracy, compliance, and onboarding efficiency across the fraud disputes department.

Certification

IFC - Pursuing

Timeline

CFE - Certified Fraud Examiner - Purusing

05-2025

IFC - Pursuing

04-2025

Customer Experience Associate

TD Bank
11.2023 - Current

Senior Officer - Fraud Analyst

Bank of America
01.2022 - 08.2023

Loan Specialist - Team Member

Bank of America
04.2021 - 12.2021

Post-Graduate Certificate - Business Analytics

Conestoga College
05.2001 -

Post-Graduate Certificate - Business Administration And Management

Conestoga College Institute of Technology And Advanced Learning
05.2001 -

Bachelor's Of Commerce - Accounting And Finance - Accounting And Finance

University of Mumbai
05.2001 -

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