Vivek M G

Experience

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  Mainstay Teleservices Pvt Ltd

  Jun 2011 - Jun 2012

  Order Taking Representative

  First every exciting job, dealing with international process for Entire Canada, helping clients over platforms to make sure there issue with billing/payment/billing cycle and dispute was handled or routed the query to right department, which intern help building best in service for our clients.

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  Firstsource

  Aug 2013 - Aug 2014

  Customer Service Associate

  I was responsible for best in technical help service to United kingdom and Ireland clients, making sure the best experience is provided on timeframe by managing and achieving given/set metrics, while also understanding how the United kingdom and Ireland work, people culture works

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  Myntra

  Oct 2014 - Nov 2018

  Risk Management Specialist

  Skilled in Root Cause Analysis, E-commerce, Performance Management-Worked as a Risk manager tasked to proactively and reactively mitigate risk on Myntra Platform. The responsibilities were to prevent Account level fraud, take overs, referral fraud, refund claim investigation, executive escalations and was also tasked to Mentor new joiner's to the team.-Responsible for effectively providing support and manages escalations of complex problems from customers to associates.-Manage the floor associates' performance by focusing on productivity, resource utilization and quality.-Efficiently handle escalations across various platforms of the organization. -Mentor floor associates to improve their competency levels.-Manage the floor associates' (new hire's) performance by focusing on productivity, resource utilization and quality.-Monitored the productivity and performance of associates.-Audit of daily performance and coaching team members.-Facilitate on job training for new hires.-Lead and manage the new hires part of nesting and assist them to successfully graduate to operations.-Coach and mentor associates to ensure they meet the required performance standards for quality & productivity. Show less

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  PayPal

  Dec 2018 - Jun 2022

  Sanctions Investigator at PayPal

  Real-Time Transaction Analyst tasked to handle resolution of compliance impacted transactions for both PayPal and Venmo (Which is an extended family of PayPal and all risk mitigation is conducted by PayPal) by investigating further to see any relation to an individual, entity, and vessel globally sanctioned as per the OFAC regulations. I have to determine whether a Sanctioned SDN (Significantly Designated National) or politically exposed person (PEP) and the customer are related or not using logical reasoning.Escalating or Reporting Suspicious Transaction Reports (STRs) and Suspicious Activity Reports(SARs), Ensuring compliance with all AML laws, regulations, guidelines, written procedures; OFAC, CIP,CDD, KYC, Transaction Monitoring.Responsible for performing Sanctions review on clients who has exposure to sanction countries andinvestigating the business relationship of the client.Experience in reviewing and investigating transaction with reference to Alert/ cases andreaching out to customers seeking additional information for differentiating or dismissing at level inaccordance Standard Operating Procedure (SOP). Pre Quality checks for the escalated alerts to GFCC and OFAC teamConduct Investigations of economic sanctions targets for designation by the United States TreasuryDepartment, Gather and analyze information from various sources like, Lexis Nexis, World Checkand report to OFAC accordinglyAlso do train/help new joiners with process updates, transaction screening queries and especially with External bank Request (EBR), I am also tasked to handle the resolution of bank requests to PayPal or Venmo for further clarity regarding the transaction, individual, entity, and vessel as per the OFAC regulations, which in queries would land from Citibank, JPMC, Wells Fargo, Bank of America, making sure to provide them accurate information as being the sole face of PayPal. Show less

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  Revolut

  Jun 2022 - Feb 2024

  Quality Control Analyst - FinCrime FIU

  * Led a dynamic team of 17 with 2 SMEs, overseeing vendor management and fostering a high- performing, collaborative work environment.* Conducted rigorous monthly Quality Control (QC) assessments with a focus on evaluating the effectiveness of FIU compliance team efforts. Reviewed Multiple Sanction Screening hits, SAR, UAR, TC40, APP Fraud, CNP Fraud, and various offboarding scenarios encompassing OWS, Rejected, and Regulatory Reporting. * Proactively provided feedback to AML analysts, harnessing data-driven insights to identify root causes of errors, contributing to process enhancement and risk mitigation.* Facilitated targeted refresher sessions tailored to assist individuals facing quality performance challenges, fostering their professional growth and augmenting overall team efficacy.* Mentored and guided new team members, equipping them with comprehensive knowledge of compliance protocols, and fostering interdepartmental collaboration across diverse geographical locations.* Managing Vendor Team achieve monthly KPI and improvised increase in overall Quality Score* Collaborated effectively with departments like Fraud Prevention, Risk Management and cross functions of Production analyst.Projects: *Vendor Team KPI Management and Quality ( Singapore and India ) *Risk Based and Logic Reasoning Training across Departments Show less

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  Genpact

  Mar 2024 - Mar 2025

  Assistant Manager