Priyankha Venkatesalu

Banking Operations | Risk, Settlements & Rewards

• Conducted risk assessments and internal control reviews across banking operations, supporting audit remediation, compliance MAPs, and regulatory governance.
• Led Risk Control Self-Assessment (RCSA) activities, control testing, and monthly evidence validation to strengthen operational risk monitoring.
• Managed governance of gift vouchers and rewards operations, ensuring 100% compliance within TAT and adherence to quality standards.
• Reconciled vendor payments and invoices, validated pricing and transactions, and maintained accurate billing and operational records.
• Handled Level 1 & Level 2 service requests, SR complaint resolution, and customer escalations in coordination with vendors, Social Media, and PNO teams.
• Monitored KPIs including resolution time, first-contact resolution, and CSAT while presenting risk and operational dashboards to senior stakeholders.
• Managed chargebacks, dispute validation, and temporary credit processing, ensuring adherence to timelines and regulatory requirements.
• Investigated and analyzed disputed transactions, preparing supporting documentation to defend chargebacks effectively.
• Performed settlement reconciliation, tracked exceptions, prepared MIS reports, and ensured timely closure through cross-functional coordination.
• Authorized vendor cheque payments, monitored cheque uploads/bounces across India, and supported migration and access governance activities.
• Ensured RBI audit compliance by escalating rejected cases to the Internal Ombudsman with proper documentation and defined escalation criteria.

Tools: CRM | CTL | Finacle | Saksham | Eclipse | Putty Multi Login | Armor (FUDU) | ON Demand

Fraud & Chargeback Operations

• 4+ years' experience in Fraud & Dispute Chargeback Operations with cross-training in reconciliation processes.
• Investigated UK customer fraud complaints and processed eligible chargebacks via Visa Resolve Online and Mastercard platforms.
• Managed ~80+ cases daily, maintaining high productivity and quality standards.
• Trained 25+ new analysts and acted as SME for automation initiatives, improving process efficiency.
• Processed refunds, monitored disputes to prevent abuse, and validated retailer credit/debit adjustments.
• Collaborated with automation teams to streamline chargeback and refund workflows, earning client recognition for performance and responsiveness.

• 401(k) retirement savings plan , enabling employee payroll contributions into long-term investment accounts.
• Bright Beginner Award – 2017 (Recognized for outstanding performance and early contribution).