Ramalakshmi Thangaraj
Lead Fraud And Claim Operations Repersentative
Chennai
Summary
Innovative Fraud Detection Leader experienced in enhancing operational efficiency through strategic claims investigation. Reduced defects by leveraging deep fraud understanding and employing advanced analytical tools, including Pivot charts and VBA Macro. Committed to fostering team growth and delivering quality results through effective training and collaboration.
Overview
14
14
years of professional experience
Work History
Lead Fraud and Claims Operation Repr
Wells Fargo
Chennai
03.2024 - Current
- Directed bankruptcy offensive litigation and DSC servicing team operations, coordinating notification coding and account resolution to ensure adherence to legal and regulatory requirements.
- Supervised coding and processing of new bankruptcy notifications and updates, sustaining 100% accuracy in data entry while ensuring timely system updates for legal proceedings.
- Coordinated bankruptcy proof of claims documentation with internal stakeholders and law firms, ensuring alignment with court standards and deadlines.
- Responsible for managing a team of 32 full-time equivalents in the Indian office.
- Managed qualification of accounts for offensive litigation actions by applying stringent review criteria to maximize recovery potential and minimize legal risk.
- Collaborated with external law firms to assess and confirm legal documents aligned with case strategy and statutory requirements.
- Performed comprehensive legal research across bankruptcy and litigation matters, translating findings into actionable guidance for case handling and operational efficiency.
- streamlined workflows across bankruptcy litigation and DSC servicing lifecycle, reducing turnaround time for case processing through process optimization.
- Tracked team performance metrics and delivered reporting outcomes by deploying targeted training and coaching to improve accuracy, productivity, and compliance adherence.
- Reduced risk by proactively assessing potential procedural gaps and applying corrective measures alongside compliance and legal departments.
- led day-to-day operations, balancing workload distribution, prioritizing urgent cases, and maintaining high service levels under strict deadlines.
- Provided one-on-one guidance to help individuals progress within organizational roles and reach full potential.
- Performed root cause analyses for recurring defects, then implemented corrective actions targeting underlying issues.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, supporting continuous improvement.
- Drove root cause analysis to identify defect drivers and reduce recurring defects significantly.
Fraud and Claims Supervisor
ChargeBack Gurus
Chennai
12.2021 - 11.2022
- Responsible for team management including training, hiring, managing performance, recruitment, and appraisals.Handling the team of the Indian office, responsible for managing a team of 32 FTEs and handling 100 plus clients across USA and Europe in different ecommerce businesses.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Responsible for relationship management between chargeback and customer executive, bank and legal inquiries regarding customer escalations, executive, bank and legal inquiries regarding claim disputes.
- Responsible for team management including training, hiring,
managing performance, recruitment, and appraisals.
Handling the team of the Indian office, responsible for managing a team of 20 FTEs and handling 100 plus clients across the USA and Europe in different ecommerce businesses. - Provided complete merchant account services inclusive of
chargeback dispute management, prevention alert services,
merchant account service, fraud management, MID reconciliations, customer service QA and back-office management for various ecommerce clients. . - Having experience in working with RPA Team for automating
business process, act as a business analyst. Responsible for
providing required input data to the RPA Team and directly interact with the client for getting access to the VM with required applications. - Checked SQL Server database for discrepancies in customer data and claim status reports, updating records to ensure accuracy.
- Prepared and presented quarterly Executive management business review through PPT to manage the decisions on overall company performance and recommendations on process improvements.
Fraud and Claims Ops Specialist 4
WELLS FARGO
Chennai
04.2018 - 12.2021
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Driving departmental efficiencies by identifying opportunities and implementing changes resulting in improved claim documentation response.
- Reviewed error reports from onshore agents and communicated findings to the appropriate team members.
- Trained 365 new and existing FTs in Chennai and Hyderabad on basics of cards, claim disputes, and chargebacks for US process, enhancing team knowledge and performance.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Worked with SQL Server for number of claims processed and number of claims forwarded to different department due to the High Dollar Fund for both Hyderabad and Chennai locations. Also will update Database for customer's latest details, changes sent by Onshore agents through mail confirmation.
- Coordinated with leads on updates to client processes and card association rules, facilitating implementation of process improvement ideas.
Process Associate
TATA CONSULTANCY SERVICES LTD,
Chennai, India
08.2014 - 04.2018
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Contributed insights in regular team meetings, driving process enhancements.
- Managed high volumes of incoming work requests while ensuring organization and professionalism.
- Led training sessions for new hires in claims resolution processes., responsible for training new-hires and assisting coworkers with claim resolution and resolved escalated issues.
- Analyzed workflow to identify areas for improvement in customer service. for process and efficiency improvements in dispute work flow and customer service. Check whether an anonymous proxy server was used to place the order and check whether the mailing address is a mailbox or ship forward service. Using an Address Verification System (AVS) to prevent credit card fraud.
- Investigate and process claims from Cardholders for disputed
authorized and unauthorized transactions Maintained acute attention to detail in all aspects of investigation and claims handling with 100% audit scores.
OFFICER (GRADEII)
HDFC BANK LTD (HDBFINANCIALSERVICESLTD)
Chennai
05.2012 - 07.2014
- Real time monitoring for secured online transaction done through eguard System at Authentication level.
- Real time monitoring for secured online transactions done through eguard System at Authentication level.
- Authentication level monitoring done through Accosa (ACS- HDFC BANK). Creating new rules in Real time monitoring system (e-Guard) depends upon online fraud trends to avoid the dispute (Fraudulent) transactions.
- Evaluated risk through statistical analysis using e-Guard, PRM, and ACCOSA applications, contributing to informed decision-making.
- Real-time Fraudulent and suspicious transactions are monitored and placed the temporary block on the card to avoid further misuse through PRM and VISON PLUS (Credit card) and CMS (Debit card).
- Highlighted confirmed fraud cases to enhance fraud detection efforts. transactions are sorted out and their System IP and Device IDs are blacklisting. And Blacklisting the Merchant also if we found more fraudulent attempts.
- Implemented process improvements that streamlined workflows and reduced redundancies, enhancing overall operational efficiency.
Education
Bachelor of Arts - Mathematics
Madras University
Chennai07-2009
Skills
- Claims research
- Fraud understanding
- Fraud prevention
- Claims handling
- Claims documentation
- Data analysis techniques
- Presentation skills
- Customer relationship management
- Attention to detail
- Teamwork and collaboration
- Friendly, positive attitude
Timeline
Lead Fraud and Claims Operation Repr
Wells Fargo
03.2024 - Current
Fraud and Claims Supervisor
ChargeBack Gurus
12.2021 - 11.2022
Fraud and Claims Ops Specialist 4
WELLS FARGO
04.2018 - 12.2021
Process Associate
TATA CONSULTANCY SERVICES LTD,
08.2014 - 04.2018
OFFICER (GRADEII)
HDFC BANK LTD (HDBFINANCIALSERVICESLTD)
05.2012 - 07.2014
Bachelor of Arts - Mathematics
Madras University