Aman Verma

About Aman Verma

Experienced operations professional with over 3.5 years of expertise in Financial Crime…

Experience

1. Fincrime Analyst

   Revolut

   Jan 2024 — Present · Noida, IN

   Cross-trained within the Complaints Team, responsible for thoroughly investigating formal complaints, providing appropriate redress or gestures of goodwill when necessary, and composing final response letters for customers. Currently managing four key areas: chargeback (disputes and fraud), APP (Authorized Push Payment) issues, financial investigations, and referral campaigns, ensuring efficient resolution and customer satisfaction.• Handled disputes and ATM cases for different regions, which include Europe, Singapore, Australia, and Great Britain, for both the card brands, Visa and Mastercard. • Responsible for investigating easy-to-complex cases based on the card brand rules set by the network and deciding whether to raise a dispute/chargeback or reject the case. • Raised chats for gathering necessary documents and information for the dispute cases. Handled the chat queue and customer very efficiently while ensuring a seamless customer experience.• Manually tracked presentment timeframe for the VISA disputes and timely marked them as won to improve the customer experience.• Was also responsible for raising Payment Stop Requests (PSRs) wherever required to ensure a better customer experience.• Reviewed the account for suspicious chargeback activity by the user (chargeback abuse) and raised a UAR report with the relevant team for further investigation and off-boarding.• Have hands-on experience with VROL and Mastercom, which includes raising chargeback/dispute manually in case of errors from Back Office, raising exception reviews in VROL, rectifying the raised cases, etc.• Rectified existing rules and workflow in the confluence.• Improvised the workflow of “subscription-based chargebacks” for both MC and VISA, making it even easier for analysts and at the same time improving customer experience by adding a situation for raising a dispute or chargeback.Tools used: Back Office, VROL, Mastercom, JIRA, Metabase, Chat, Confluence.

Education

• Amity University Lucknow Campus

  Bachelor of Business Administration - BBA

  2018 — 2021

• Sri Chaitanya College of Education

  Class 12

  2015 — 2017