Summary
Overview
Work history
Education
Skills
Timeline
Generic

GEETHA KOTHANDARAM

LU1

Summary

Experienced Credit Underwriter and Fraud Investigator with over 10 years in unsecured lending and risk management. Proven track record of assessing 100+ loan applications weekly with >98% accuracy, identifying fraud through data analysis, and implementing compliance measures. Skilled in streamlining processes, enhancing team productivity, and delivering high customer satisfaction. Seeking to leverage expertise in a dynamic, digital-first credit risk role.

Overview

21
21
years of professional experience

Work history

Customer Service Advisor (Fraud investigation)

Concentrix
UK
01.2023 - 07.2025
  • Review and analyze 100+ system-generated alerts daily to identify and act on fraudulent transactions and compromised accounts, maintaining >98% accuracy in risk assessments.
  • Apply account holds and restrictions immediately after fraud detection and document 100% of actions in compliance systems to ensure regulatory adherence and audit readiness.
  • Resolve 15–20 fraud cases daily through direct engagement with customers, achieving >95% satisfaction in fraud-related interactions.
  • Consistently meet or exceed targets for case resolution (25–30/day), call quality, and case accuracy, contributing to team goals for fraud prevention and customer protection.
  • Manage 10–15 fraud-related complaints per week through to resolution, following internal complaints procedures with 100% compliance, and escalate unresolved issues within 24 hours to appropriate teams, maintaining a complaint resolution rate of >95%.

Senior Credit Assessment officer

ANZ Support Services India Pvt Ltd
Bangalore
03.2014 - 04.2022
  • Evaluated and underwrote 100+ unsecured loan applications weekly for salaried and self-employed clients, ensuring adherence to the Bank’s credit policy and regulatory guidelines.
  • Exercised credit approval discretion within delegated authority, achieving a loan approval accuracy rate of >98%, balancing risk appetite with customer affordability.
  • Coordinated cross-functionally with legal, fraud, document preparation, and disbursement teams to streamline loan sanctioning and drawdown processes, reducing turnaround time by 20%.
  • Led process reengineering initiatives to strengthen credit analysis workflows, increasing underwriting efficiency by 25% while maintaining compliance and risk standards.
  • Trained and mentored 10+ new underwriters, enhancing team productivity and ensuring consistent application of underwriting policies.
  • Communicated underwriting decisions clearly and constructively to stakeholders, contributing to improved collaboration between credit, relationship management, and operations teams.

Subject Matter Expert: Operations – Process Expert, Servicing and Claim Team

AXA Business Services Pvt Ltd
Bangalore
12.2005 - 02.2013
  • Managed and led team for 15 months in absence of the Process Leader, driving a 15%+ improvement in team productivity and consistently achieving quality targets through effective work allocation, pipeline management, and error analysis; coordinated daily progress updates with UK counterparts to ensure seamless communication.
  • Spearheaded training initiatives for new recruits and existing members on key processes (surrenders, withdrawals, compliance), resulting in 20% reduction in process errors, and contributed to process improvement projects that enhanced overall team efficiency and service capability.

Call Centre Officer

24/7 Customer Service Pvt Ltd
Bangalore
06.2004 - 12.2005
  • Delivered expert troubleshooting support for credit card-related issues, providing floor support to team of 30+ customer service representatives, and conducted product training for new recruits, contributing to 15% increase in first-call resolution rates.
  • Managed client communications regarding work progress, escalations, and complaint follow-ups, conducted quality call audits resulting in 20% improvement in agent performance, and received multiple awards including Best Performer and Customer Appreciation for outstanding service delivery.

Education

MBA - Human Resources Management

Annamalai University
Bangalore, India

Bachelor of commerce - Commerce

RBANM’S First Grade College
Bangalore, India

French B2 - French

Alliance Française de Bangalore
Bangalore, India

Skills

  • Credit risk assessment
  • Risk mitigation
  • Customer Service
  • Multitasking capacity
  • Fraud detection
  • Written and verbal communication
  • Decision making
  • Microsoft Excel
  • Problem-solving
  • Attention to Detail

Timeline

Customer Service Advisor (Fraud investigation)

Concentrix
01.2023 - 07.2025

Senior Credit Assessment officer

ANZ Support Services India Pvt Ltd
03.2014 - 04.2022

Subject Matter Expert: Operations – Process Expert, Servicing and Claim Team

AXA Business Services Pvt Ltd
12.2005 - 02.2013

Call Centre Officer

24/7 Customer Service Pvt Ltd
06.2004 - 12.2005

MBA - Human Resources Management

Annamalai University

Bachelor of commerce - Commerce

RBANM’S First Grade College

French B2 - French

Alliance Française de Bangalore

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GEETHA KOTHANDARAM