Nikhil Dete

Analyzed financial transactions as a Transaction Monitoring Analyst, adapting to evolving fraud patterns, and effectively monitored a portfolio of 300+ accounts daily to ensure compliance and detect anomalies.

Achieved a 40% reduction in recurring fraud patterns by proactively analyzing transaction behavior, identifying fraud trends, and recommending data-driven mitigation strategies adopted by risk teams.

Managed AEPS (Aadhaar Enabled Payment System) transaction investigations, preparing and submitting detailed reports daily to the NPCI portal in compliance with guidelines, ensuring timely and accurate reporting.

Took necessary action to mitigate rising AEPS fraud chargebacks by identifying root causes, implementing preventive controls, and collaborating with NPCI and internal teams — resulting in an exceptional 90% reduction in AEPS fraud incidents over a 4-month period.

Developed and maintained comprehensive MIS reports on fraud detection, categorized by client Merchant and internal BC Merchant, and conducted in-depth analysis of fraudulent AEPS transaction patterns to identify root causes and propose actionable solutions.

Managed CPFR (Customer Profile Fraud Risk) reporting and prepared FMR (Fraud Monitoring Reports) for suspected clients, ensuring strict alignment with RBI regulatory requirements and bank policies.

Handled I4C (Indian Cyber Crime Coordination Centre) portal operations, specifically managing NCRP complaints as mandated by the Ministry of Home Affairs, ensuring prompt resolution within strict timelines.

Resolved 98% of cybercrime complaints within SLA, maintaining a consistent record of timely response via I4C/NCRP portals and direct coordination with law enforcement.

Resolved escalations from Law Enforcement Agencies (LEA), customers, RBI, and the Director's office, ensuring timely resolution and adherence to regulatory standards while coordinating with cross-functional teams.

Initiated process improvements by proposing and developing a centralized portal to consolidate critical data, enhancing efficiency and expediting resolution of LEA and other complaints.

Supervised and guided junior staff in daily operations, ensuring adherence to monitoring protocols and transaction review standards.

Provided hands-on training and onboarding for new team members, Took ownership of escalated and high-priority cases, strategizing responses and ensuring accurate and timely resolutions in collaboration with internal and external stakeholders.

Improved complaint resolution accuracy by 30% by creating a centralized knowledge base for junior staff and training them on regulatory handling protocols.

Achieved 100% audit clearance in consecutive internal and external compliance reviews by maintaining error-free documentation and pre-audit process validation.

Managed and maintained records in Excel for all customer queries, complaints, and LEA cases received via email, responding to a minimum of 120 mails per day.

Responded to tickets raised on the bank application and requests from the official bank website, meticulously maintaining records in Excel for daily reporting to management.

Analyzed Fraud & KYC Impersonate cases, collaborating with Risk and Recon Teams to identify root causes and implement preventive measures, significantly reducing complaint risks.

Inspected all transaction processes and service deliveries, providing comprehensive services to existing customers and enhancing customer relationships.

Conducted Video KYC (V-KYC) for customers, verifying KYC documents and sharing information with relevant teams to streamline onboarding processes.

Assisted walk-in customers with fraud-related queries and account closures, ensuring professional and empathetic support.

Assisted and responded to internal and external emails, efficiently resolving a wide range of customer queries.

Provided expert guidance on bank policies, banking queries, loans, investments, Demat accounts, and CASA, ensuring customers received accurate and timely information.

Managed client feedback and escalations, actively working to improve service quality and foster stronger relationships with staff members.

Provided personalized financial planning and advisory services, aligning recommendations with customer needs and regularly reviewing investment profiles.

Managed and responded to customer queries and complaints via email, meticulously maintaining all relevant information in Excel for accurate record-keeping.

Prepared and dispatched quotations to clients, streamlining the sales process and ensuring timely communication.

Issued policies and efficiently collected payments, contributing to smooth operational workflows.

Managed a dedicated chat process for 6 months, addressing queries related to policy details, payments, and document management, enhancing customer support accessibility.