Soonafai Lolani

Salt Lake City,UT

Summary

Detail-oriented and results-driven professional with over 5 years of experience in credit card fraud dispute resolution. Proven expertise in investigating and resolving complex fraud cases, analyzing transaction data, and collaborating with financial institutions to protect customers and minimize losses. Adept at utilizing fraud detection tools, implementing preventive measures, and providing exceptional customer service. Recognized for consistently meeting or exceeding dispute resolution targets. Seeking to leverage skills and dedication to contribute to a dynamic team in the field of credit card fraud mitigation.

Overview

years of professional experience

Work History

Document Manager

Exela Technologies

09.2022 - Current

Managed high-volume scanning and digitization of critical documents, contributing to enhanced accessibility and reducing physical storage costs
Developed rigorous quality control protocols, resulting in a decrease in document errors and inconsistencies
Collaborated with internal teams to establish streamlined document review workflows, significantly improving turnaround times while maintaining a high level of precision
Enforced strict compliance with organizational and regulatory requirements, minimizing the risk of data breaches and ensuring adherence to industry best practices.
Acts as the primary point of contact for an assigned portfolio of accounts
Responsible for the total service satisfaction of clients within the ICS line of business
Cares for all day-to-day client needs including responding to client inquiries within established timelines, issue resolution, error reporting, and managing change orders
Manage a client portfolio of 10-25 print and mail processing clients
Handle all day-to-day client needs (e.g. General inquiries, client issue resolution, error reporting and research, root cause analysis, etc.)
Develop and maintain active, working relationships with key operational contacts within the client organization
Own client issue resolution, regardless of the time of day
Requires after-hours support as needed by the business if operational or technical issues arise • Proactively contact clients to touch base, review progress, etc
Identify new business opportunities and process improvement opportunities within the assigned portfolio of clients
Proactively alert clients regarding planned system outages, changes related to business transformation initiatives, etc
Process change orders from clients, partnering with Service Manager, Application Delivery, Operations, and Relationship Management as needed
Maintain client processing procedures / account documentation
Cross-train on other accounts and act as a secondary contact for customers outside of the assigned portfolio

Dispute Financial Analyst

Galileo Financial Technologies

02.2017 - 12.2021

Investigated and analyzed dispute cases to determine legitimacy of claims, ensuring accurate decision-making and risk mitigation
Collaborated with cross-functional teams to share insights and best practices, contributing to the development of more effective fraud prevention strategies
Demonstrated high level of knowledge in financial regulations, particularly in relation to credit card fraud and compliance
Demonstrated high productivity and time management skills by effectively handling significant volume of dispute cases daily
Successfully resolved substantial portion of credit card fraud disputes, contributing to a high-resolution rate and minimizing financial losses
Applied in-depth knowledge of financial regulations, particularly Regulation E, to ensure all dispute resolution processes were in full compliance, reducing legal risks for the organization
Identified trends and patterns in financial disputes to proactively prevent future disputes and minimize financial losses
Collaborated with internal teams to identify areas of improvement in the dispute resolution process and implemented solutions to streamline operations and reduce resolution time
Provided comprehensive reports and recommendations based on investigation findings to support management in making informed decisions and implementing measures to reduce dispute cases and financial risks.
Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement

Education

Associate of Applied Science - Finance

Salt Lake City Community College

Salt Lake City

04.2024

High School Diploma -

Samoana High School

Pago Pago, AS

05.2007

Skills

Investigation
Risk mitigation
Data-driven
Fraud prevention
Document review
Quality control

Ethical standards
Digital file organization
Strong research skills
Fraud claims handling
Government regulations expertise
Fraud prevention mastery

References

Karolyn Gonzalez, GALILEO FINANCAL TECHNOLOGIES, 801 414 0754
Leitu Collins, GOLDMAN SACHS, 435 865 0850

Personal Information