Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
References
Timeline
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Menuli Shehara

Sharjah,United Arab Emirates

Summary

A self-motivated professional with over seven years of experience in the banking industry, specialized in customer service, customer relationship, merchant service, fraud detection, fraud investigation, fraud prevention, chargeback handling and dispute resolution.

Overview

7
7
years of professional experience
6054
6054
years of post-secondary education
1
1
Certification

Work History

Senior Dispute Resolution Assistant

NATIONS TRUST BANK PLC
Colombo, Sri Lanka
12.2020 - 07.2024
  • Supervised a team of 4 members to ensure consistent achievement of the established customer service SLAs.
  • Responded to customer inquiries at supervisory level via calls and emails.
  • Trained 10 new staff members on dispute resolution process, fraud prevention and customer service best practices.
  • Reconciled 11 GL accounts of the unit maintained in LKR, USD, and EUR currencies related to chargebacks.
  • Verified the accuracy and authorized the financial entries posted by team members to cards/accounts of customers.
  • Processed monthly network fee entries shared by American Express cards scheme to the respective GLs.
  • Prepared the unit's Key Performance Indicators (KPIs) and statistics monthly.
  • Initiated fraud reporting, safe reporting, retrieval requests, chargebacks for issuer transaction disputes and generated detailed reports for American Express, Diners and MasterCard disputes.
  • Filed/responded to issuer and acquirer pre-arbitrations/arbitrations.
  • Processed second presentments for acquirer chargebacks upon gathering evidences (supporting documents) from the merchants.
  • Monitored and analyzed customer disputes to identify fraud trends and to review fraud prevention parameters.
  • Conducted periodic reviews of chargeback documentation as well as the unit's policies, procedures and process documents.

Dispute Resolution Assistant

NATIONS TRUST BANK PLC
Colombo, Sri Lanka
06.2019 - 11.2020
  • Utilized strong communication skills to actively listen and understand customer needs, facilitating effective dispute resolution.
  • Continuously achieved the set dispute resolution customer service SLA of 100%.
  • Educated customers on dispute management processes, provided clear options for resolution and ensured that the customer service SLAs were achieved.
  • Handled complex customer interactions with professionalism and empathy.
  • Reviewed and investigated disputed credit and debit card transactions.
  • Resolved the issuer and acquirer disputes within the stipulated network timeframes.
  • Handled a monthly average volume of 400 issuer disputes and 40 acquirer disputes.
  • Corresponded with merchants, issuers and card schemes regarding disputes.
  • Reviewed all required customer documentation for completeness and accuracy of information to proceed with the dispute resolution process.
  • Prepared correspondences (letters, emails, SMS) related to customer inquiries and followed up the disputes with the customers/merchants via telephone, email and SMS.
  • Prepared all supporting documentation and submitted all critical information related to the disputes/chargebacks accurately and timely into the respective card scheme's systems.
  • Processed financial entries to customer cards/accounts related to disputed transactions with a daily average of 25 entries. (Entries related to write-offs, chargeback funds, refunds)

Fraud Control, Monitoring and Investigation Assistant

NATIONS TRUST BANK PLC
Colombo, Sri Lanka
06.2017 - 06.2019
  • Monitored real time queues (24*7) related to MasterCard and American Express card transactions in order to detect frauds.
  • Verified Internet payment Gateway transactions and offline transactions performed by American Express Cardholders.
  • Identified fraud trends and suggested new rule placement/reviewing of an existing rule to prevent future fraud losses.
  • Detected fraudulent transactions performed through cards upon the verifications conducted for system triggered transactions, arranged card replacements upon blocking the card in case of fraud and initiated disputes on such fraudulent transactions.
  • Conducted investigations on card transaction frauds.
  • Assisted customers with regard to fraud prevention, disputes and chargebacks while delivering a top-notch customer service.
  • Performed compliance checks, monitored AML alerts and PEP screening on merchant applications related to merchant onboarding.
  • Analyzed the daily merchant payment file to detect fraudulent/non-compliant transactions.
  • Retained merchant payments (hold funds) in case of a suspicious transaction until the investigations/transaction verification process is completed.
  • Reviewed and actioned the data compromise alerts received from the American Express card scheme.

Education

Intermediate in Applied Banking and Finance(IABF) - Banking and Finance

INSTITUTE OF BANKERS OF SRI LANKA
Colombo, Sri Lanka

GCE (Advanced Level) Examination - Commerce

ANULA COLLEGE
Colombo, Sri Lanka

GCE (Ordinary Level) Examination -

KOLONNAWA BALIKA COLLEGE
Colombo, Sri Lanka

Skills

  • Team Work
  • Problem Solving
  • Time Management
  • Leadership
  • Communication
  • Customer Service
  • Customer Relationship
  • Fraud Detection
  • Fraud Prevention
  • Fraud Investigation
  • Chargeback Handling
  • Dispute Resolution
  • Analytical and Detail Oriented

Certification

Certificate of participation for the online program on Emerging Trends in Fraud Mitigation of Electronic Fund Transfers(EFT) issued by Central Bank Of Sri Lanka on 10 Feb 2022.

Accomplishments

Certificate of Recognition issued by American Express, in recognition of the valuable contribution towards American Express Business.

Languages

English
Fluent
Sinhalese
Native
Tamil
Intermediate

References

Crishan Wickrama - Senior Manager

Nations Trust Bank PLC.

T:+94 77 373 3727

E:crishan.wickrama@nationstrust.com


Nilanga Dissanayake - Manager

Nations Trust Bank PLC

T:+94 76 344 7298

E:nilanga.dissanayake@nationstrust.com



Timeline

Senior Dispute Resolution Assistant

NATIONS TRUST BANK PLC
12.2020 - 07.2024

Dispute Resolution Assistant

NATIONS TRUST BANK PLC
06.2019 - 11.2020

Fraud Control, Monitoring and Investigation Assistant

NATIONS TRUST BANK PLC
06.2017 - 06.2019

Intermediate in Applied Banking and Finance(IABF) - Banking and Finance

INSTITUTE OF BANKERS OF SRI LANKA

GCE (Advanced Level) Examination - Commerce

ANULA COLLEGE

GCE (Ordinary Level) Examination -

KOLONNAWA BALIKA COLLEGE

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Menuli Shehara