Dheeraj Chand Arya

About Dheeraj Chand Arya

Experienced fintech operations professional with over 5 years in customer service, KYC/AML compliance, and risk handling. I specialize in merchant onboarding, chargeback resolution, V-CIP KYC processes, and managing escalations in high-volume environments. With hands-on experience at Paytm and InstantPay, I’ve developed a deep understanding of RBI compliance guidelines, fraud prevention, and customer due diligence. I have also supported quality monitoring, guided team members, and proposed process improvements to boost operational efficiency and compliance. Known for my ability to handle complex issues calmly and effectively, I aim to contribute to organizations that value integrity, risk mitigation, and continuous process enhancement.

Experience

1. Senior Operations Associate

   Paytm

   Oct 2023 — Present · Noida, IN

   Provided end-to-end support for merchant onboarding, transaction, and settlement-related issues- Investigated and resolved chargeback disputes and risk related complaints from both merchants and customers- Conducted KYC reviews and escalated red flags to the internal compliance and risk management team- Managed high-priority escalations, ensuring swift and compliant resolutions- Mentored junior team members and supported training sessions to improve performance- Monitored daily team queues and suggested improvements to ensure faster TAT and qualityresolution- Contributed to SOP creation and process documentation to strengthen compliance and customer satisfaction- Collaborated with internal departments (Risk, Finance, Tech) to drive resolution of complex issues.

Education

• Delhi University

  Bachelor of Arts - BA

  2018 — 2020