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Banking fraud and operational support professional with 5 years of experience at Citicorp Services India Private Limited (Citibank group). Strong focus on retail banking fraud operations, alert handling, account transaction risk review, quality checks, and escalation management across onshore and offshore teams. Known for maintaining high accuracy and productivity, with a track record of zero QSAM and nil onshore errors. Experienced in team leadership (23 members), MIS reporting, process improvements, QC calibration, training/mentoring new joiners, and delivering data-driven presentations using tools such as Tableau and Power BI.…Banking fraud and operational support professional with 5 years of experience at Citicorp Services India Private Limited (Citibank group). Strong focus on retail banking fraud operations, alert handling, account transaction risk review, quality checks, and escalation management across onshore and offshore teams. Known for maintaining high accuracy and productivity, with a track record of zero QSAM and nil onshore errors. Experienced in team leadership (23 members), MIS reporting, process improvements, QC calibration, training/mentoring new joiners, and delivering data-driven presentations using tools such as Tableau and Power BI.

Kokila Vijayan

Presenter, Project Manager, 1st Assistant Director, +1

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Banking fraud and operational support professional with 5 years of experience at Citicorp Services India Private Limited (Citibank group). Strong focus on retail banking fraud operations, alert handling, account transaction risk review, quality checks, and escalation management across onshore and offshore teams. Known for maintaining high accuracy and productivity, with a track record of zero QSAM and nil onshore errors. Experienced in team leadership (23 members), MIS reporting, process improvements, QC calibration, training/mentoring new joiners, and delivering data-driven presentations using tools such as Tableau and Power BI.…Banking fraud and operational support professional with 5 years of experience at Citicorp Services India Private Limited (Citibank group). Strong focus on retail banking fraud operations, alert handling, account transaction risk review, quality checks, and escalation management across onshore and offshore teams. Known for maintaining high accuracy and productivity, with a track record of zero QSAM and nil onshore errors. Experienced in team leadership (23 members), MIS reporting, process improvements, QC calibration, training/mentoring new joiners, and delivering data-driven presentations using tools such as Tableau and Power BI.

Available to hire

Banking fraud and operational support professional with 5 years of experience at Citicorp Services India Private Limited (Citibank group). Strong focus on retail banking fraud operations, alert handling, account transaction risk review, quality checks, and escalation management across onshore and offshore teams.

Known for maintaining high accuracy and productivity, with a track record of zero QSAM and nil onshore errors. Experienced in team leadership (23 members), MIS reporting, process improvements, QC calibration, training/mentoring new joiners, and delivering data-driven presentations using tools such as Tableau and Power BI.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Advanced

Tamil

Advanced

French

Beginner

Work Experience

Team Leader (Fraud Operations Analyst) at Citicorp Services India Private Limited

April 1, 2024 - December 1, 2024

Supervised a retail banking fraud operations team (23 members across Chennai and Pune) handling alerts in enterprise fraud detection tools for fraudulent cheque deposits. Worked with applications including Enterprise Fraud Detection, Firefly Unified Internal Protocol, Citi Phone, OnDemand, Eclipse, Citi Smart, LexisNexis, Fraud Agent Assist Tool, NCR, Threat Matrix, Letter Automation Tool, Fan Tool, and E-Desk. Performed timely investigation and segregation of alert-triggered cases for BAU categories such as Class 1, On-Us, Off-Us, Mobile Cheque Deposits, Real Time variants, Counterfeit Notification File, Duplicate Item File, Next Day MCD, and Sentry TFA. Served as a second approver to block accounts of US customers by confirming red flags in cheque-deposit-related account activity. Also identified red flags in account transactions using Eclipse (e.g., recalling outgoing ACH/wire transfers to prevent losses). Led Return Deposited Items (RDI) operations, including alert assignment, MI

Subject Matter Expertise (Operations Senior Analyst) - Brands Recoveries at Citicorp Services India Private Limited

October 1, 2022 - March 1, 2024

Worked as an SME (Senior Operations Support Analyst) in Brands Recoveries operations, supporting pre-arbitration, arbitration, and MTSE cases. Managed case allocation, answered agent queries, and performed quality checks on agent work; supported training for new joiners and tenure agents. Improved team performance by conducting weekly presentations/MOM circulation, addressing agent errors, and supporting reopened cases via onshore chat communication. Contributed to two projects focused on reducing ageing/high-dollar tracking issues and internal audit QC calibration. Maintained high BAU productivity (110%+) with zero escalations and nil QSAM/no-audit quality gaps. Developed process re-engineering ideas (16) and received recognition for improvement outcomes.

Operations Support Specialist (Credit Card Fraud Disputes - Second Chargebacks/Recoveries) at Citicorp Services India Private Limited

December 1, 2019 - September 1, 2022

Handled Mastercard credit card fraud dispute operations for second chargebacks/second representations/brands recoveries. Worked on both live and pending cases achieving 110%+ productivity while maintaining nil process errors and completing LMS timely. Acted as a trainer for new joiners and provided help to agents for queries and change management. Cross-trained in front-end processes (Security Investigations) and also in Costco Recoveries for VISA credit card fraud dispute cases. Participated in site-level work group committees and contributed to quality, TAT discipline, and escalation avoidance by completing unactioned pend cases within required timelines.

Project Trainee (Research and Marketing) at Bennett Coleman and Company Limited (Times of India), Chennai

March 1, 2018 - May 1, 2018

Worked as a project trainee in Research and Marketing to analyze customer preference/loyalty and identify strategies to improve TOI/ET/magazine performance.

Finance Intern at Valeo India Private Limited, Chennai

January 1, 2018 - March 1, 2018

Processed foreign trip bills of internal employees and raised invoice processes through SAP.