Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Ashish Raj

Operation Analyst - Chargeback Specialist - Recon - Strategy
Bengaluru

Summary

Professional chargeback specialist with deep expertise in transaction dispute resolution and fraud prevention. Skilled in analyzing complex financial data, identifying trends, and implementing effective strategies to minimize losses. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic environments. Known for excellent communication, problem-solving, and decision-making skills that drive impactful outcomes.

Overview

10
10
years of professional experience

Work History

Chargeback Specialist

PhonePe
05.2021 - Current
  • Investigate chargeback claims initiated by cardholders on merchants of PhonePe.
  • Act as the first line of defense by receiving, analyzing, and responding to chargeback notifications from acquiring banks and card networks.
  • Decide whether to accept or dispute the chargeback based on evidence and policies.
  • Prepare and submit representments (responses to PGs) with relevant documentation to contest invalid disputes.
  • Communicate with payment processors, acquiring banks, and card networks regarding chargeback policies and dispute resolution.
  • Handle chargebacks related to UPI, debit/credit cards, and wallets within PhonePe’s ecosystem.
  • Investigate disputed transactions using PhonePe's internal tools, logs, and third-party integrations.
  • Analyze customer complaints and initiate responses or refunds where appropriate.
  • Collaborate with PhonePe’s Risk/Fraud teams to identify and prevent abuse (e.g., false claims, friendly fraud).
  • Flag patterns like excessive disputes or suspicious merchant behavior for deeper review.
  • Help in implementing preventive rules and thresholds based on transaction types or categories.

Risk Operations Analyst

PayPal
02.2019 - 07.2019
  • Personally, handle concerns regarding seller and buyer.
  • Identifying the transaction in favor of the buyer seller or both
  • Perform manual and automated reviews of customer accounts showing signs of policy violation or fraudulent behavior.

Seller Support Associate

Amazon Development Center Private Ltd
11.2016 - 03.2018
  • Improved case handling time by effectively prioritizing tasks and utilizing available resources.
  • Managed high volume of daily cases, ensuring timely resolution for optimal seller experience.
  • Utilized data-driven insights to identify trends in seller issues, informing process improvements within the team.
  • Provided sellers with accurate information concerning platform policies for sales, database issues, and listing inaccuracies.
  • Served as a trusted advisor to sellers, guiding them through account set up, listing optimization, order management, and dispute resolution processes.

Process Executive

Cognizant Global Services Private Ltd
09.2015 - 11.2016
  • Reporting upcoming and delinquent taxes of US.
  • Verifying taxes amount with the US agencies.
  • Worked on Mainframe and Jira.

Education

Bachelor of Commerce - Marketing And HR

St. Aloysius College - Autonomous
Mangalore, India
04.2001 -

Skills

    Microsoft office

    Microsoft excel

    Payment processing

    Dispute resolution

    Teamwork and collaboration

    Problem-solving

    Decision-making

    Adaptability and flexibility

    Active listening

    Process improvement

Accomplishments

  • Star performer for BDS team for the month of June 2016.
  • SeSu champ for the month of March 2017.
  • SeSu champ for the month of May 2017,
  • Sesu champ for the Quarter 1 , 2017.

Timeline

Chargeback Specialist

PhonePe
05.2021 - Current

Risk Operations Analyst

PayPal
02.2019 - 07.2019

Seller Support Associate

Amazon Development Center Private Ltd
11.2016 - 03.2018

Process Executive

Cognizant Global Services Private Ltd
09.2015 - 11.2016

Bachelor of Commerce - Marketing And HR

St. Aloysius College - Autonomous
04.2001 -

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Ashish RajOperation Analyst - Chargeback Specialist - Recon - Strategy