Divya Rajendra Kumar

• Leading a team of 10 senior analysts supporting Defined Contribution (401k) plan implementations.
• Overseeing onboarding and transition activities for new and existing clients.
• Ensuring timely delivery of high-quality implementations aligned with compliance and client expectations.
• Driving process excellence, stakeholder management, and cross-functional collaboration across business units.
• Coaching and mentoring associates, managing performance, and fostering professional development.
• Promoting a culture of ownership, accountability, and continuous improvement within the team.

• Supervised a team of 23 associates in the fraud division, ensuring adherence to compliance, risk policies, and performance standards.
• Led investigations across multiple fraud typologies including friendly fraud, account takeover (ATO), lost/stolen, counterfeit, ACH, Zelle, online/e-commerce fraud, and card-not-present fraud, ensuring effective detection, prevention, and recovery strategies.
• Conducted deep analysis of complex fraud cases, identified patterns, and implemented preventive measures to minimize financial losses.
• Partnered with compliance, risk, and technology teams to strengthen fraud controls, reporting dashboards, and early-warning systems.
• Drove process improvements through control enhancements and continuous monitoring to address emerging fraud trends.
• Handled escalations and high-value disputes with focus on timely, customer-centric resolution.
• Created control plans and streamlined procedural steps to reduce investigation errors and strengthen dispute management.
• Recognized with Best Manager of the Year (2022) award for outstanding fraud management and operational excellence.

Lead Fraud Investigations Subject Matter Expert / Process Trainer

• Certified trainer for India and the Philippines.
• Delivered process training to 200+ new hires across India and the Philippines on fraud investigations and chargeback procedures.
• Created digital training modules for self-paced training.
• Developed control plans to reduce procedure errors and implemented accelerated training as needed.

• Acted as the first line of defense in fraud detection, monitoring real-time card transactions to identify and prevent unauthorized activity.
• Reviewed transactions flagged by fraud scoring models; approved or declined based on risk indicators and policy guidelines.
• Initiated disputes and chargebacks on high-risk transactions with elevated fraud scores to minimize customer and financial impact.
• Collaborated with fraud strategy and risk teams to fine-tune fraud scoring parameters and improve detection accuracy.
• Conducted root-cause analysis on confirmed fraud cases, sharing insights to strengthen controls and reduce false positives.
• Delivered coaching and feedback to fraud detection teams to enhance case-handling accuracy and compliance adherence.

• Identified fraud, processed chargebacks, trained new joiners, and maintained productivity standards.