Madhur B.

Experience

• 

  Amazon

  Aug 2012 - Jun 2016

  Transaction risk investigator

  * Conducted thorough investigations into customer transactions and accounts to mitigate potential business losses and uphold the integrity of the Amazon platform.* Applied a customer-centric approach to decision-making, prioritizing the satisfaction and safety of Amazon users.* Stayed informed about evolving industry trends and emerging fraud patterns, including Bot attacks, Phishing schemes, and Malware detection.* Identified and analyzed fraud patterns contributing to potential financial losses, promptly escalating issues to relevant teams for further action.* Managed escalation tickets and actively contributed to projects aimed at enhancing customer experience and reducing instances of bad debt.* Provided guidance and mentorship to colleagues, ensuring adherence to standard operating procedures and guidelines.* Generated and maintained performance reports on a weekly/monthly basis, collaborating with cross-functional teams to identify opportunities for process improvement.* Utilized a range of tools and platforms, including Investigator Workbench, Seller Central, Lexis-Nexis, to conduct comprehensive investigations and analysis. Show less

• 

  Etech Global Services

  Jun 2016 - Oct 2018

  Senior Fraud/Risk Analyst

  * Proactive detection, prevention, and mitigation of losses by scrutinizing suspect transactions from transaction monitoring systems, specializing in online travel.* Conducted thorough research, analysis, and documentation of account activity, applying judgment for appropriate fraud exposure reduction.* Independently resolved complex issues through in-depth investigation and research.* Maintained meticulous records of suspicious activity, analyzed trends, and communicated security threats to management for risk mitigation.* Fostered collaboration with Ethoca, a global technology services company, to address CNP environment challenges and minimize financial losses.* Monitored process performance, identified improvement areas, and implemented measures for enhanced client and customer security.* Developed and maintained security and compliance frameworks, integrating changes into internal controls and policies.* Reviewed disputed card transactions, leveraging tools like Accertify and Zendesk for bad debt recovery opportunities.* Collaborated with cardholders and banks to swiftly resolve fraudulent activities, ensuring customer satisfaction and financial integrity.Proficient in tools such as MS Excel, Pipl, Emailage, and Slack for streamlined operations and fraud prevention. Show less

• 

  Upwork

  Jul 2018 - now

  Conducting investigations of user behavior and content on digital platforms using technical tools and methodologies.Identifying and analyzing patterns of fraud, spam, harassment, and other harmful activities through data analysis and forensic techniques.Collaborating with cross-functional teams, such as product, legal, and engineering, to develop and implement policies and processes to mitigate risks.Developing and maintaining technical systems to detect and prevent malicious activity on digital platforms.Providing technical expertise to support investigations related to legal and law enforcement requests.Communicating effectively with internal and external stakeholders to report findings and provide recommendations for improvement.Staying up-to-date with emerging technologies and industry trends related to Trust and Safety. Show less * Reviewing flagged transactions generated by fraud detection systems and determine risk and status of users.* Analyzing transaction patterns and responding quickly to high-risk situations.* Identifying changing fraud trends, document and report to appropriate department personnel in a timely manner to assist in the reduction of fraud loss.* Verifying account activity and take appropriate action to minimize potential fraud loss and customer inconvenience as well as controlling and managing calls.* Maintaining daily and monthly performance standards, including those pertaining to quality and quantity.* Documentation of fraudulent activity; working with trend analysts to support tracking and reporting efforts* Partner with other functional areas of the Fraud Prevention department,* Escalating issues to management and other functional areas as necessary regarding unusual activity, abnormal transactions, and customer care issues. Making recommendations for system and processes to increase efficiency and enhance customer service. Show less

  • Technical Investigatons Specialist: Trust &Safety

    Dec 2021 - now

  • Sr Fraud Analyst

    Jun 2020 - Dec 2021

  • Fraud Analyst- Trust & Safety

    Jul 2018 - Jun 2020